Artificial Intelligence in Self-Service: Ushering a New Era of Customer Interaction

Abstract: In an increasingly digital world, the integration of Artificial Intelligence (AI) in self-service solutions is becoming a critical success factor for organizations especially companies offering services. This paper explores both the challenges and opportunities associated with using AI in self-service systems supporting customer service employees. By automating routine inquiries, companies would increase efficiency as well as increase customer satisfaction through personalized and prompt responses. However, issues of data security and privacy needs to be addressed. This paper studies the impact of AI-powered self-services on the customer satisfaction and employee productivity in the service industry. The paper will provide practical insights into successful implementation strategies of self-services and AI. The paper demonstrates how companies can benefit from the synergy between human expertise and AI technology. The case studies reveal that a successful implementation of AI Self-Services requires a prerequisite digitalization level, employee skills, and agile development mindset. The focus is on analyzing case studies that illustrate the transformative power of AI in customer service. Finally, future trends and developments that could shape the service industry will be discussed. The study concludes that AI-powered self-service solutions can significantly enhance customer service operations when implemented strategically.

Keywords: Artificial Intelligence, Service Engineering, Service Design, Service Innovation, Customer Management, Self Service

DOI: 10.54941/ahfe1006210

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