Nowadays, customer service in telecommunications companies is often characterized by long waiting times and impersonal responses, leading to customer dissatisfaction, increased complaints, and higher operational costs. This study aims to optimize the customer service process through the implementation of a Generative AI Voicebot, developed using the SCRUMBAN methodology, which comprises seven phases: Objectives, To-Do Tasks, Analysis, Development, Testing, Deployment, and Completion. An experimental design was used with an experimental group and a control group, selecting a representative sample of 30 customer service processes for each evaluated indicator. The results showed a 34.72% reduction in the average time to resolve issues, a 33.12% decrease in service cancellation rates, and a 97% increase in customer satisfaction. The implications of this research suggest that the use of Generative AI In Voicebots can transform support strategies in service companies. In conclusion, the implementation of the Generative AI Voicebot has proven effective in significantly reducing resolution time and markedly increasing customer satisfaction. Future research is recommended to further explore the SCRUMBAN methodology and extend the use of Generative AI Voicebots in various business contexts.

The digital era has ushered in significant advancements in Generative Artificial Intelligence (GAI), particularly through Generative Models and Large Language Models (LLMs) like ChatGPT, revolutionizing educational paradigms. This research, set against the backdrop of Society 5.0 and aimed at sustainable educational practices, utilizes qualitative analysis to explore the impact of Generative AI in various learning environments. It highlights the potential of LLMs to offer personalized learning experiences, democratize education, and enhance global educational outcomes. The study finds that Generative AI revitalizes learning methodologies and supports educational systems’ sustainability by catering to diverse learning needs and breaking down access barriers. In conclusion, the paper discusses the future educational strategies influenced by Generative AI, emphasizing the need for alignment with Society 5.0’s principles to foster adaptable and sustainable educational inclusion.

In today’s fast-paced digital world, generative AI, especially OpenAI’s ChatGPT, has become a game-changing technology with significant effects on education. This study examines public sentiment and discourse surrounding ChatGPT’s role in higher education, as reflected on social media platform X (formerly Twitter). Employing a mixed-methods approach, we conducted a thematic analysis using Leximancer and Voyant Tools and sentiment analysis with SentiStrength on a dataset of 18,763 tweets, subsequently narrowed to 5655 through cleaning and preprocessing. Our findings identified five primary themes: Authenticity, Integrity, Creativity, Productivity, and Research. The sentiment analysis revealed that 46.6% of the tweets expressed positive sentiment, 38.5% were neutral, and 14.8% were negative. The results highlight a general openness to integrating AI in educational contexts, tempered by concerns about academic integrity and ethical considerations. This study underscores the need for ongoing dialogue and ethical frameworks to responsibly navigate AI’s incorporation into education. The insights gained provide a foundation for future research and policy-making, aiming to enhance learning outcomes while safeguarding academic values. Limitations include the focus on English-language tweets, suggesting future research should encompass a broader linguistic and platform scope to capture diverse global perspectives.

This study provides empirical data on the impact of generative AI in education, with special emphasis on sustainable development goals (SDGs). By conducting a thorough analysis of the relationship between generative AI technologies and educational outcomes, this research fills a critical gap in the literature. The insights offered are valuable for policymakers seeking to leverage new educational technologies to support sustainable development. Using Smart-PLS4, five hypotheses derived from the research questions were tested based on data collected from an E-Questionnaire distributed to academic faculty members and education managers. Of the 311 valid responses, the measurement model assessment confirmed the validity and reliability of the data, while the structural model assessment validated the hypotheses. The study’s findings reveal that New Approaches to Learning Outcome Assessment (NALOA) significantly contribute to achieving SDGs, with a path coefficient of 0.477 (p < 0.001). Similarly, the Use of Generative AI Technologies (UGAIT) has a notable positive impact on SDGs, with a value of 0.221 (p < 0.001). A Paradigm Shift in Education and Educational Process Organization (PSEPQ) also demonstrates a significant, though smaller, effect on SDGs with a coefficient of 0.142 (p = 0.008). However, the Opportunities and Risks of Generative AI in Education (ORGIE) study did not find statistically significant evidence of an impact on SDGs (p = 0.390). These findings highlight the potential opportunities and challenges of using generative AI technologies in education and underscore their key role in advancing sustainable development goals. The study also offers a strategic roadmap for educational institutions, particularly in Oman to harness AI technology in support of sustainable development objectives.

In this paper, we will provide an extensive analysis of how Generative Artificial Intelligence (GenAI) could be applied when handling Supply Chain Management (SCM). The paper focuses on how GenAI is more relevant in industries, and for instance, SCM where it is employed in tasks such as predicting when machines are due for a check-up, man-robot collaboration, and responsiveness. The study aims to answer two main questions: (1) What prospects can be identified when the tools of GenAI are applied in SCM? Secondly, it aims to examine the following question: (2) what difficulties may be encountered when implementing GenAI in SCM? This paper assesses studies published in academic databases and applies a structured analytical framework to explore GenAI technology in SCM. It looks at how GenAI is deployed within SCM and the challenges that have been encountered, in addition to the ethics. Moreover, this paper also discusses the problems that AI can pose once used in SCM, for instance, the quality of data used, and the ethical concerns that come with, the use of AI in SCM. A grasp of the specifics of how GenAI operates as well as how to implement it successfully in the supply chain is essential in assessing the performance of this relatively new technology as well as prognosticating the future of generation AI in supply chain planning.

This study aims to examine the pathways through which the user experience (UX) of ChatGPT, a representative of generative artificial intelligence, affects user loyalty. Additionally, it seeks to verify whether ChatGPT’s UX varies according to a user’s need for cognition (NFC). This research proposed and examined how ChatGPT’ UX affect user engagement and loyalty and used mediation analysis using PROCESS Macro Model 6 to test the impact of UX on web-based ChatGPT loyalty. Data were collected by an online marketing research company. 200 respondents were selected from a panel of individuals who had used ChatGPT within the previous month. Prior to the survey, the study objective was explained to the respondents, who were instructed to answer questions based on their experiences with ChatGPT during the previous month. The usefulness of ChatGPT was found to have a significant impact on interactivity, engagement, and intention to reuse. Second, it was revealed that evaluations of ChatGPT may vary according to users’ cognitive needs. Users with a high NFC, who seek to solve complex problems and pursue new experiences, perceived ChatGPT’s usefulness, interactivity, engagement, and reuse intentions more positively than those with a lower NFC. These results have several academic implications. First, this study validated the role of the UX in ChatGPT. Second, it validated the role of users’ need for cognition levels in their experience with ChatGPT.