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Artificial Intelligence (AI) is reshaping customer experience (CX) in Saudi public services through automation and predictive analytics. This study conducts a Systematic Literature Review (SLR) using the Scopus database to examine the opportunities and challenges associated with AI-driven CX deployment in the public sector. Findings indicate that AI solutions, such as chatbots providing 24/7 support, sentiment analysis tools interpreting citizen feedback, and decision support systems optimising resource allocation, enhance service efficiency, accessibility, and personalisation across multiple Saudi governance sectors. However, data governance issues, infrastructure gaps, workforce skill shortages, and cultural resistance pose significant barriers to AI integration. The study offers policy recommendations to strengthen AI governance, workforce capacity-building, and ethical AI implementation to ensure responsible AI adoption. By emphasising data security and public trust, this research provides actionable insights for policymakers and practitioners to maximise AI’s benefits in Saudi public services.

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AI-Driven Customer Experience in the Saudi Public Services: An Analysis of Opportunities and Challenges

  • 会议论文

  • 发表日期：

    2026年

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  • Mohamed G. Bendary,
  • Mohamed Khudari,
  • Abdul Razzak Alshehadeh

摘要

Artificial Intelligence (AI) is reshaping customer experience (CX) in Saudi public services through automation and predictive analytics. This study conducts a Systematic Literature Review (SLR) using the Scopus database to examine the opportunities and challenges associated with AI-driven CX deployment in the public sector. Findings indicate that AI solutions, such as chatbots providing 24/7 support, sentiment analysis tools interpreting citizen feedback, and decision support systems optimising resource allocation, enhance service efficiency, accessibility, and personalisation across multiple Saudi governance sectors. However, data governance issues, infrastructure gaps, workforce skill shortages, and cultural resistance pose significant barriers to AI integration. The study offers policy recommendations to strengthen AI governance, workforce capacity-building, and ethical AI implementation to ensure responsible AI adoption. By emphasising data security and public trust, this research provides actionable insights for policymakers and practitioners to maximise AI’s benefits in Saudi public services.