Consumer Experience Trends Based on AI Features: A Comprehensive Analysis of Conversational AI, Personalization Engines, and Voice AI

Abstract

The use of artificial intelligence (AI) has become part and parcel of the consumer experience, with conversational agents, personalization engines, and voice-based assistants helping to handle everyday chores. Nevertheless, AI systems cannot communicate empathy, situational sensitivity, and openness (that are characteristic of developing trust). The paper explores the role of conversational AI, personalization engines, and voice AI in consumer trust, consumer satisfaction, and consumer engagement. We assess both quantitative results and lived experiences using a mixed-method design that integrates a systematic literature review, surveys (n=522), semi-structured interviews with leading AI platforms (n=20) and case studies of the leading AI platforms. The quantitative findings indicate that AI-based personalization indeed enhances perceived convenience and trust by 0.68 (b = 0.68, p < 0.01) and conversion rates are improved by 42 % (acr-journal.com). However, trust is less sensitive when there is over-automation and consideration of privacy (b = -0.31) (acr-journal.com). Survey data also suggest that half of the population of the United States use AI on a regular basis (www.nu.edu) and 61.4% of workers use virtual assistants on personal tasks (www.nu.edu). Through qualitative interviews, we will see that users like efficiency but desire emotional appeal and openness in their decision-making. The results of the case highlight the necessity to combine the precision of technology with the emotional intelligence and ethical design to provide the consumer experience that is sustainable.