Revolutionizing Customer Service and Experience: The Impact of Artificial Intelligence

2. The Rise Of Artificial Intelligence

Artificial intelligence (AI) is the process of simulation of human intelligence in machines that are programmed to reason and think in a manner akin to human beings. The term “artificial intelligence” was introduced in 1956 through a proposal put forth by a distinguished cohort of computer scientists and mathematicians who convened a summer workshop called the “Dartmouth Conference” (Hildebrand, 2019). The field of artificial intelligence incorporates a range of technologies, including natural language processing, machine learning, and computer vision, that allow machines to comprehend, evaluate, and react to interactions with human beings. With its ability to respond to client inquiries instantly and accurately, AI- powered chatbots have emerged as a game-changer in customer service. By leveraging natural language processing and machine learning algorithms, chatbots can understand customer intent and deliver personalised assistance, reducing response times and improving customer satisfaction.The nature of customer service has changed as a result of technological advancements and increased customer expectations. Traditionally, customer service was largely delivered in- person or via a call centre. With the advent of digital technology, customer service also transitioned into the digital realm.

The emergence of e-commerce and online shopping has significantly transformed the landscape of the customer service industry. Consumers have the ability to engage in the purchase of goods and services from the comfort of their own homes, thereby eliminating the need to physically visit retail establishments. The volume of customer inquiries and requests for assistance has increased during this period of transition, thereby requiring expedited response times. The impact of email on customer service was groundbreaking. Customers found it convenient to establish communication with companies in order to seek assistance. Due to email lag, responses took longer and more questions arose. As technology progressed, businesses looked for alternative methods of interacting with customers. Real-time conversation was facilitated using online chat. The support staff was able to provide a prompt response time.