AI-Powered Chatbots in the Telecommunications Industry in the UAE: Studying the Factors Impacting Consumer Adoption

The integration of human and digital capacities has been significantly enhanced by the advancement of artificial intelligence (AI) technologies, particularly in the telecommunications industry. In the UAE, chatbots have emerged as crucial tools for delivering virtual assistance; however, their adoption remains limited due to challenges in replicating human-like interaction, especially in conveying emotions and empathy. Despite technological advancements, users continue to demonstrate hesitancy, contributing to a low adoption rate. While previous research has explored chatbot applications across various sectors, a limited understanding of consumer engagement with chatbots in telecommunications persists. This paper addresses this gap through a quantitative study that examines the factors influencing chatbot adoption. By analyzing consumer perceptions and interaction, the study identifies key drivers of chatbot usage in telecommunication and provides insights into improving user trust and acceptance.