Artificial Intelligence And Its Implication For Customer Services

Abstract

Artificial Intelligence is the most futuristic invention not only shown in movies but also being used in real life by many organisations. In a competitive world it has become really very important to understand the customer preferences and their needs. For the purpose of attaining the most of customer satisfaction many e-commerce companies have implemented artificial intelligence in their business operations. This study discusses about the implication of artificial intelligence by E-commerce companies for customer services. It further explains about the artificial intelligence tools used for customer services, their benefits and problems faced by customers while using it. The study conducted is descriptive and a combination of quantitative and qualitative in nature. For the purpose of collection of customer reviews of around 100 people questionnaire was used as research data collection tool. For the purpose of analysis AHP model, SPSS software and tag clouds were used. From the analysis it can be said that customers see a bright future and scope for artificial intelligence in future but for present due to many short comings they prefer human service over artificial intelligence. The Study also suggests few suggestions for the problems faced by customers during online shopping using artificial intelligence. There is a wide scope for further research on similar topics.