Customer Service Effectiveness in Shared Mobility Systems Using Artificial Intelligence Algorithms

Abstract

Sharing economy has been developing dynamically for a few years. Shared mobility systems are one of the most interesting dynamically developing concepts of the sharing economy. All around the world alternative transport modes have become an object of interest while being promoted as innovative forms of urban mobility. Shared mobility systems are focused on reducing the number of transport vehicles by using each of them more efficiently. In order for these systems to develop, an efficient customer service is needed. Nowadays, artificial intelligence is increasingly reshaping services by performing various tasks in an innovative way. Artificial intelligence algorithms for customer service are pushing the envelope of innovation and revolutionizing the way customers are assisted. Currently, AI-assisted bots can efficiently handle first-level queries and assist in reducing operational costs. Currently, artificial intelligence is used in customer support service in industries such as: finance, retail, travel, food and transport. The aim of the chapter is to create an algorithm dedicated to the customer service in shared mobility system which includes sample dialogs, flow diagram and prompt lists adapted to shared mobility systems.