AI Chatbot Adoption in SMEs for Sustainable Manufacturing Supply Chain Performance: A Mediational Research in an Emerging Country

Abstract

AI chatbots (AICs) have the potential to increase the sustainability of a manufacturing supply chain (SC) through sales engagement and customer engagement to accomplish various activities related to logistics and SC in real time. Industry 4.0 (I4.0) has opened up several opportunities with internet-based technologies, along with challenges for small and medium enterprises (SMEs). SMEs are beginning to adopt such technologies for their competitive advantages and the required sustainability in the manufacturing supply chain. AICs may help in accomplishing supply chain visibility (SCV) to enhance sustainable supply chain performance (SSCP). Innovation capability (IC) is also due to disruptive technologies being adopted by SMEs. The present research investigates the role of AICs in SCV and IC, which lead to SSCP, by employing structural equation modeling (SEM). An empirical study based on dynamic capability (DC) theory was carried out using 246 responses, and later Smart PLS-4.0 was used for SEM. The analysis revealed that AICs positively influence SCV and IC to support SSCP. SCV and IC also partially mediate the relationship between the adoption of AICs and SSCP.

The Effect of Supply Chain Sustainability Practices on Romanian SME Performance

“…The PLS-SEM analysis found that economic sustainability practices embedded in the supply chain, such as investments in AI, IoT technologies, value creation for stakeholders, product innovation and design, and ensuring transparency and accessibility of financial and economic information, lead to improved business performance. Similar business practices related to sustainable sourcing, green design, and integrating AI tools for creating circular supply chains that close the loop and improve business performance have been the subject of previous studies [115][116][117]. At the same time, environmental sustainability contributes to business performance through optimizing material resource efficiency, efficient waste management, use of environmentally friendly product packaging, efficient water and energy management, and reduction in carbon emissions from supply chain activities.…”

The impact of AI assimilation on firm performance in small and medium-sized enterprises: A moderated multi-mediation model

“…Consequently, big data analytics have been reported to enhance performance positively [ 106 ]. In parallel [ 8 ], found that AI Chatbots improve SMEs' sustainable supply chain performance. It was reported that employing AI can enhance firms' performance by reducing lead times, revolutionizing customer service standards, and delivering personalized experiences [ 107 ].…”

“…From this standpoint, firms are introducing AI technologies to establish a CA system that can quickly respond to an ever-changing business environment. Through such technologies, firms can improve problem-solving abilities, boost productivity and efficiency in customer service and other fields [ 2 ], and improve their performance and productivity [ [3] , [4] , [5] , [6] , [7] , [8] , [9] ].…”

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