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Impact of artificial Intelligence in consumer service: State of the art
[Impact de l’intelligence Artificielle dans les services clients]

Author

Listed:
  • Sophie Conti

    (CSLab - Customer Service Lab LLC)

  • Patricia Baudier

    (Métis Lab EM Normandie - EM Normandie - École de Management de Normandie)

  • Romain Billot

    (IMT Atlantique - LUSSI - Département Logique des Usages, Sciences sociales et Sciences de l'Information - IMT Atlantique - IMT Atlantique - IMT - Institut Mines-Télécom [Paris], Lab-STICC_DECIDE - Equipe DECIDE - Lab-STICC - Laboratoire des sciences et techniques de l'information, de la communication et de la connaissance - ENIB - École Nationale d'Ingénieurs de Brest - UBS - Université de Bretagne Sud - UBO - Université de Brest - ENSTA Bretagne - École Nationale Supérieure de Techniques Avancées Bretagne - IMT - Institut Mines-Télécom [Paris] - CNRS - Centre National de la Recherche Scientifique - UBL - Université Bretagne Loire - IMT Atlantique - IMT Atlantique - IMT - Institut Mines-Télécom [Paris])

Abstract

This paper analyzes the impacts of artificial intelligence on customer service organizations, their employees, and customers. The literature review allowed the authors to synthesize six main topics. In parallel, a qualitative approach was selected by doing 15 semi-directive interviews with leaders from different industries using AI solutions. This research is three-fold: 1) a literature review and synthesis of the main findings; 2) a description of the reality of artificial intelligence solutions for customer service and how they are used by practitioners; 3) knowledge gaps to provide future research directions. Artificial intelligence solutions offer fragmented functionalities, and practitioners have few guidance on how to best implement these solutions.

Suggested Citation

  • Sophie Conti & Patricia Baudier & Romain Billot, 2023. "Impact of artificial Intelligence in consumer service: State of the art [Impact de l’intelligence Artificielle dans les services clients]," Post-Print hal-04314286, HAL.
    • Handle: RePEc:hal:journl:hal-04314286
    DOI: 10.3917/mav.137.0069
    as

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