Location
Kutztown University
Event Website
https://www.kutztown.edu/academics/research/undergraduate-research-and-creativity/ku-inspires.html
Start Date
16-4-2026 1:01 AM
End Date
16-4-2026 1:01 AM
Description
This research explores how artificial intelligence (AI) and chatbots are changing customer service, with a focus on the challenges they create for small businesses. It examines customer trust, satisfaction, privacy concerns, and the limitations of AI when handling complex situations that require empathy and human understanding. Using research findings, real-life examples, and personal experience in the service industry, this project compares the benefits of AI, such as efficiency and accessibility, with the risks of losing meaningful customer relationships. It also provides recommendations for managers on how to use AI as a tool to support employees rather than replace human interaction. The main takeaway is that technology should improve customer service while preserving the human connection that helps small businesses succeed.
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.
Recommended Citation
Hernandez, Adanahi R., "Ku Inspires" (2026). KU Inspires! Undergraduate Research Day. 5.
https://research.library.kutztown.edu/researchday/2026/posters/5
Included in
Advertising and Promotion Management Commons, Business Administration, Management, and Operations Commons, Human Resources Management Commons
Ku Inspires
Kutztown University
This research explores how artificial intelligence (AI) and chatbots are changing customer service, with a focus on the challenges they create for small businesses. It examines customer trust, satisfaction, privacy concerns, and the limitations of AI when handling complex situations that require empathy and human understanding. Using research findings, real-life examples, and personal experience in the service industry, this project compares the benefits of AI, such as efficiency and accessibility, with the risks of losing meaningful customer relationships. It also provides recommendations for managers on how to use AI as a tool to support employees rather than replace human interaction. The main takeaway is that technology should improve customer service while preserving the human connection that helps small businesses succeed.
https://research.library.kutztown.edu/researchday/2026/posters/5
