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

ABSTRACT
INTRODUCTION
IMPACT OF AI IN CUSTOMER SERVICE: WHERE WE ARE
GAPS AND PERSPECTIVES
CONCLUSION
REFERENCES

• Sophie Conti(IMT Atlantique, France)
• Bernard Gourvennec(IMT Atlantique)
• Romain Billot(IMT Atlantique)