KOREASCHOLAR

IMPACT OF ARTIFICIAL INTELLIGENCE IN CUSTOMER SERVICE: STATE OF THE ART

Sophie Conti, Bernard Gourvennec, Romain Billot
  • LanguageENG
  • URLhttp://db.koreascholar.com/Article/Detail/401177
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Global Marketing Conference
2020 Global Marketing Conference at Seoul (2020.11)
pp.807-823
글로벌지식마케팅경영학회 (Global Alliance of Marketing & Management Associations)
Abstract

Artificial intelligence (AI) is rapidly transforming customer service. This paper aims to paint a state-of-the-art of AI and its impact in customer service organizations by conducting a literature review as well as exploring current AI solutions used by practitioners. We will also identify gaps in the research that need to be addressed to better understand the impact of AI in customer service

Keyword
artificial intelligenceservice technologiescustomer serviceservice management
Table Content
ABSTRACT
INTRODUCTION
IMPACT OF AI IN CUSTOMER SERVICE: WHERE WE ARE
GAPS AND PERSPECTIVES
CONCLUSION
REFERENCES
Author
  • Sophie Conti(IMT Atlantique, France)
  • Bernard Gourvennec(IMT Atlantique)
  • Romain Billot(IMT Atlantique)