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This paper aims to challenge the fashion of ubiquitous artificial intelligence (AI) and the effects which it will have upon society. In doing so it argues that the effects of AI will be minimal but important.

This argument is based upon the Socratic method and explores the Utilitarian background in which AI is based while drawing upon classical literature and other examples to illustrate the argument.

The findings are encompassed in the argument and show that we need to be more open and careful when considering AI and its effects. We also need to be more realistic when considering potential benefits.

This argument has significant implications for the adoption of AI.

The social implications are equally profound and will impact upon our application of AI solutions to current problems and upon humanity more generally.

This is the first paper which relates AI to human successes.

The purpose of the chapter was to examine the impact of customer care chatbots on customer satisfaction levels in the mobile telephony industry in Zimbabwe, with a special focus on the company Econet Wireless. This chapter shows the conceptual framework used. An online questionnaire was administered to a sample of 100 Econet Wireless subscribers who were selected using probability stratified random sampling from Zimbabwe’s 10 provinces. The research data were collected and analysed for correlation, and a multiple regression analysis was carried out to identify the relationship between customer satisfaction and the three customer service improvements brought in by the introduction of customer service chatbots. The study discovered that there is a positive relationship between customer satisfaction levels and each of the three customer service improvements brought in by customer service chatbots, namely customer service convenience, speed of response, and omnichannel strategies. This study thereby proves that the introduction of customer service chatbots in the mobile telephony industry in Zimbabwe can lead to an improvement in customer satisfaction levels. However, addressing service quality only as a determinant of customer satisfaction in isolation is not sufficient to fully improve customer satisfaction levels. Therefore, organisations that seek to improve their customer satisfaction should consider strategies that address all determinants of customer satisfaction, namely price, product quality, service quality, situational factors, and personal factors. This study contributes to the body of knowledge, particularly regarding the use of artificial intelligence (AI) for customer service in developing economies.