AI Agents in Customer Service: Enhancing MSME Competitiveness through Automatic Systems

Artificial intelligence (AI) agents have become a game changer for micro, small and medium enterprises (MSMEs) to improve their customer service, however, AI finds its place in the market by targeting MSMEs that do not have access to resources for the creation of AI agents. Automation of system-independent operations for the use of interactions is a competent tool that helps MSMEs to increase their competitiveness based on an automated customer management system, which functions at a lower level of operating costs. AI agents are transformed to improve MSMEs' operations in customer service by changing their interaction systems while this study will determine the basic success factors during implementation. This research method uses qualitative interviews with 10 MSME owners who implement AI Chatbot for customer services in their businesses. The customer benefits of AI agents are the fact that the system is effective in answering standard questions that enable people to solve complex problems while providing the same quality of service at scale. System design and user acceptance need to be addressed as these barriers are against the implementation of technological solutions. AI agents enable small businesses to experience equal access to highly sophisticated customer service tools, giving them the ability to compete in the digital business market. Business stakeholders need to target the development of support systems and policies that are accessible to MSMEs by addressing AI in their movement to realize economic equality through technological advancement.