Artificial intelligence in customer service

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bachelor_Klén_Eero_2024.pdf (354.76 KB)

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School of Business | Bachelor's thesis
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Date

2024

Department

Tieto- ja palvelujohtamisen laitos

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Mcode

Degree programme

Tieto- ja palvelujohtaminen

Language

en

Pages

24 + 0

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Abstract

This thesis examines the role of artificial intelligence in modern customer service processes, with a focus on how AI can enhance these processes and support frontline service employees. Through a comprehensive literature review, this thesis explores the potential methodologies and frameworks for integrating AI into customer service operations. It then goes on to study the specific advantages of AI in the context of customer service, while also addressing the most significant challenges associated with the implementation of AI. The thesis presents recommendations for businesses on developing an AI strategy and overcoming implementation barriers based on the findings. The conclusions emphasize the likely formation of hybrid teams combining human and AI capabilities, identify routines as a prominent place for the beginning of AI implementation and suggest that the division of labor between humans and AI should be organized according to task complexity. This research contributes to the growing quantity of knowledge on AI in customer service and offers practical insights for organizations seeking to leverage AI technologies to improve their service operations.

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Thesis advisor

Bragge, Johanna

Keywords

artificial intelligence, customer service, frontline service employees, AI implementation, service innovation

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https://urn.fi/URN:NBN:fi:aalto-202501261796

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[kand] Kauppakorkeakoulu / BIZ (Open Access)