AI is transforming customer service, balancing efficiency with human touch, requiring careful navigation for empathetic service.
Authors
Sudhir Rana, Gulf Medical University, United Arab Emirates
Sandeep Kumar Singh, Associate Professor, Jindal Global Business School, O.P. Jindal Global University, Sonipat, Haryana, India
Ajay Chandel, Lovely Professional University, India
Summary
This chapter explores the evolving role of AI in customer service automation, focusing on balancing efficiency with human interaction. AI technologies, including advancements in Natural Language Processing (NLP), predictive analytics, and integration with Augmented Reality (AR) and Virtual Reality (VR), are transforming customer service by enhancing personalization and streamlining operations. However, challenges such as maintaining emotional intelligence, ensuring ethical use of AI, and addressing privacy concerns remain critical. The chapter discusses strategies for leveraging AI while preserving the essential human touch and highlights future trends and innovations shaping the customer service landscape. By navigating these developments, businesses can optimize customer interactions andcreate more effective, empathetic, and responsive service environments.
Published in: AI, Corporate Social Responsibility, and Marketing in Modern Organizations
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