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AI Chatbot integration in SME marketing platforms: Improving customer interaction and service efficiency
Open accessAbstract
This review paper examines the integration of AI chatbots in small and medium-sized enterprise (SME) marketing platforms, focusing on their impact on customer interaction, service efficiency, and future implications. AI chatbots, powered by advancements in natural language processing and machine learning, have revolutionized customer service by automating routine tasks, providing 24/7 availability, and personalizing interactions based on user data. The paper explores historical developments, current trends, and applications of chatbots in SMEs, highlighting benefits such as cost efficiency and improved service processes. Furthermore, it discusses emerging technologies in chatbot development and outlines long-term benefits for SMEs, including enhanced customer satisfaction and operational efficiencies. Practical recommendations for SMEs considering chatbot integration are provided to optimize implementation and leverage this technology effectively in their marketing strategies. Keywords: AI Chatbots, SME Marketing, Customer Interaction, Service Efficiency, Automation, Future Trends.
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In the citing paper
“The application of machine learning algorithms and automation technologies enables SMEs to tailor their offerings, thereby fostering customer loyalty and establishing distinct value propositions (Kedi, Ijomah, et al., 2024).”
From Artificial Intelligence Adoption for Sustainable Development in SMEs: Challenges, Strategic Pathways, and Lessons for Developing Economies (2026) · cites this paper as Kedi, Ijomah, et al., 2024
In the citing paper
“Establishing clear, SME-friendly data governance frameworks that address ownership, privacy, interoperability, and security is vital for building trust and enabling scalable AI deployment (Kedi, Ijomah, et al., 2024).”
From Artificial Intelligence Adoption for Sustainable Development in SMEs: Challenges, Strategic Pathways, and Lessons for Developing Economies (2026) · cites this paper as Kedi, Ijomah, et al., 2024
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Sorted by citations
Agentic AI Frameworks in SMMEs: A Systematic Literature Review of Ecosystemic Interconnected Agents
Olujimi, P. A., Owolawi, P. A., Mogase, R. C., & Wyk, E. V. (2025) · doi:10.20944/preprints202504.1797.v1 · Cited by 36
Holland, J. (2026) · International Journal of Sustainability in Business and Economics · doi:10.51137/wrp.ijsbe.502 · Cited by 5
Metadata
- Authors
- Kedi, W. E., Ejimuda, C., Idemudia, C., & Ijomah, T. I.
- Affiliations
- National Association of Pediatric Nurse Practitioners (US)
- Venue
- International Journal of Management & Entrepreneurship Research
- Publisher
- Fair East Publishers
- Published
- 2024-07-23
- Volume
- 6
- Issue
- 7
- Pages
- 2332-2341
- ISSN
- 2664-3588 (ISSN-L)
- 2664-3596
- OpenAlex
- W4400919986
- Cited by
- 81
- References
- 0
- Citations by year
- 2026: 24 · 2025: 33 · 2024: 24
- FWCI
- 20.05
- Type
- journal article
- Language
- en
- Open access
- diamond
- doi.org
- Licence
- Locations
- International Journal of Management & Entrepreneurship Research (publishedVersion, cc-by-nc)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
- Social Sciences › Business, Management and Accounting › Marketing › Digital Marketing and Social Media
- Social Sciences › Business, Management and Accounting › Management of Technology and Innovation › Digital Innovation in Industries
- Keywords
- AI chatbots, small and medium-sized enterprises, marketing platforms, customer interaction, service efficiency, customer service automation, personalization, customer satisfaction, chatbot implementation, natural language processing
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