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Opportunities and Challenges of AI-Driven Customer Service

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Artificial Intelligence in Customer Service

Abstract

The present chapter introduces the concept of Artificial Intelligence-Driven Customer Service, including key AI (artificial intelligence) enablers that can dramatically transform how organizations serve customers. AI has immense potential and opportunities to acquire a competitive advantage but is open to challenges. Deployment of AI technologies for customer service embeds dichotomic dilemmas known as conundrums and paradoxes, such as the Personalization-Privacy Paradox, the Uncanny Valley Paradox, etc. On the bright side, factors such as personalization, convenience, and anthropomorphism unpack value co-creation. On the dark side, technology anxiety, privacy concern, lack of human interaction, and loss of control slip value co-destruction. A customer-centric service ecosystem requires the balanced use of AI-driven value co-creation while mitigating value-co-destruction concerns. The chapter concludes with a strategic framework to overcome challenges with balancing strategies to yield superior AI-enabled customer service.

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Authors and Affiliations

  1. NITIE, Mumbai, India

    Rijul Chaturvedi & Sanjeev Verma

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  1. Rijul Chaturvedi
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  2. Sanjeev Verma
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Correspondence to Rijul Chaturvedi .

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  1. Emory University, Atlanta, GA, USA

    Jagdish N. Sheth

  2. MICA, Ahmedabad, India

    Varsha Jain

  3. University of Greenwich, London, UK

    Emmanuel Mogaji

  4. Institute of Management Technology, Dubai, United Arab Emirates

    Anupama Ambika

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Chaturvedi, R., Verma, S. (2023). Opportunities and Challenges of AI-Driven Customer Service. In: Sheth, J.N., Jain, V., Mogaji, E., Ambika, A. (eds) Artificial Intelligence in Customer Service. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-031-33898-4_3

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