Author(s): Mamadou MBAYE
This article explores the transformative impact of chatbots and artificial intelligence (AI) on customer relations in marketing. In the digital age, businesses are increasingly leveraging chatbots and AI-based solutions to enhance customer interactions and deliver personalized experiences. This analysis sheds light on the profound changes brought about by these technologies, providing insights into their benefits and implications for marketing professionals. Chatbots, driven by AI algorithms, have revolutionized customer relationships by offering real-time and automated support. They enable businesses to engage with customerson a continuous and digital platform, providing instant information to inquiries while promptlyaddressing concerns. Furthermore, chatbots gather and analyze customer data, offering personalized recommendations that foster a sense of customization to satisfy the customer. AI- based customer relations go beyond chatbots, encompassing sophisticated techniques such as natural language processing and machine learning. These technologies enable businesses to better understand customer preferences, behaviors, and sentiments, facilitating more targeted marketing strategies. By analyzing vast amounts of customer data, AI systems identify patterns and trends, helping businesses provide highly personalized and relevant products and services.The implications of chatbots and AI in customer relations extend across various sectors. They streamline customer service processes, reduce costs, and enhance overall efficiency. However, ethical considerations and privacy issues also arise with their usage, emphasizing the importance of responsible and transparent practices.