The Role of AI and Automation in Enhancing Customer Support: Opportunities and Challenges
Mwikali Helen K.
Faculty of Business and Management Kampala International University Uganda
ABSTRACT
The amalgamation of artificial intelligence (AI) and automation in customer service was swiftly progressing, offering substantial prospects with unique hurdles. AI-driven technologies, including chatbots and generative AI, were improving customer engagement by providing 24/7 support, decreasing response times, and facilitating customised interactions. Nevertheless, lingering worries around the possibility of AI delivering inaccurate data and anxieties about job displacement remain. The objective of this research was to evaluate the effectiveness of artificial intelligence (AI) and automation in customer care, examine customer happiness, and analyse the challenges associated with integrating AI. Employing a mixed-methods approach provided a thorough comprehension of the influence of AI on customer service. AI enhances operational efficiency and handles routine queries, but it is essential to maintain a harmonious combination of AI and human interaction to manage complicated and emotionally sensitive matters effectively. Ensuring ethical concerns, continuous training, and regular system upgrades were crucial for maximising the advantages of AI in customer service.
Keywords: Artificial intelligence (AI), Automated Conversational Agents, Efficiency in Operations, Employment Disruption, Ethical Considerations.
CITE AS: Mwikali Helen K. (2024). The Role of AI and Automation in Enhancing Customer Support: Opportunities and Challenges. IDOSR JOURNAL OF CURRENT ISSUES IN SOCIAL SCIENCES 10(1):30-32. https://doi.org/10.59298/JCISS/2024/101.19273032