Artificial Intelligence (AI) in Customer Service: Revolutionising Support and Engagement

Abstract

Customer service, marketing, human resource management, finance, accounting, product and service development, healthcare, commerce, and manufacturing are just a few of the areas where artificial intelligence (AI) has completely changed the game. AI enhances decision-making and work processes by means of machine learning algorithms, automation, and predictive analytics. AI makes it possible to personalise, target adverts accurately, and forecast sales in marketing. Through recruiting, performance reviews, and training of employees, AI in human resource management raises productivity and engagement. Demand forecasting, inventory control, and condition based monitoring are all made easier in factory management by artificial intelligence. Maintaining compliance requirements, AI also helps with risk reduction, financial reporting, and fraud prevention. AI enhances consumer happiness and competitiveness in product creation via use of data analytics, modelling, and suggestions. AI also aids in strategic planning and decision-making in healthcare and life sciences. In retail and e-business, AI improves stocking management, customer profiling, and shopping experiences. This review examines AI in Customer Service: Revolutionising Support and Engagement. We utilised relevant published data (2004–2014) from diverse, reliable databases. Findings suggest that other trends like creative AI, XAI, and quantum computing, as well as collaboration between human beings and AI, continue to advance. As a result, ethical concerns remain a critical element to address when it comes to the application of AI, identifying both threats and opportunities. Finally, we note that AI continues to be a formidable and revolutionary force in organisations, enhancing value creation while promoting ethical principles. Keywords: Artificial Intelligence, Customer Service, Chatbots, Virtual Assistants, Predictive Analytics, Manufacturing, Creative AI