Contributions of artificial intelligence to the customer service area

Authors

  • Edgar Esteban Sanabria Rodríguez Corporación Unificada Nacional de Educación Superior (CUN), Bogotá – Colombia Author
  • Wilson Javier Frade Barreto Corporación Unificada Nacional de Educación Superior (CUN), Bogotá – Colombia Author

DOI:

https://doi.org/10.56294/piii2024346

Keywords:

machine learning, natural language processing, artificial intelligence, customer experience

Abstract

Artificial intelligence has gained considerable recognition in recent years, standing out for its ability to transform both industries and society today. Given its importance, many companies have decided to implement this tool in the field of customer service. The objective of this study is to analyze artificial intelligence strategies focused on customer service and retention in the business sector in recent years. In this framework, research was conducted using the PRISMA methodology to explore the various contributions that artificial intelligence brings to customer service areas. A systematic review of the literature in primary sources was carried out. The choice of this methodology made it possible to examine the documented advances of artificial intelligence in the last three years. The results obtained reveal that artificial intelligence contributes significantly to improve efficiency, quality and customer satisfaction, thanks to its wide variety of functions and self-management capabilities.

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Published

2024-11-12

How to Cite

1.
Sanabria Rodríguez EE, Frade Barreto WJ. Contributions of artificial intelligence to the customer service area. SCT Proceedings in Interdisciplinary Insights and Innovations [Internet]. 2024 Nov. 12 [cited 2024 Dec. 12];2:346. Available from: https://proceedings.ageditor.ar/index.php/piii/article/view/346