Impact of artificial Intelligence in consumer service: State of the art

Impact de l’intelligence Artificielle dans les services clients

Sophie Conti, Patricia Baudier () and Romain Billot ()
Additional contact information
Sophie Conti: CSLab - Customer Service Lab LLC
Patricia Baudier: Métis Lab EM Normandie - EM Normandie - École de Management de Normandie = EM Normandie Business School
Romain Billot: IMT Atlantique - LUSSI - Département Logique des Usages, Sciences sociales et Sciences de l'Information - IMT Atlantique - IMT Atlantique - IMT - Institut Mines-Télécom [Paris], Lab-STICC_DECIDE - Equipe DECIDE - Lab-STICC - Laboratoire des sciences et techniques de l'information, de la communication et de la connaissance - ENIB - École Nationale d'Ingénieurs de Brest - UBS - Université de Bretagne Sud - UBO - Université de Brest - ENSTA Bretagne - École Nationale Supérieure de Techniques Avancées Bretagne - IMT - Institut Mines-Télécom [Paris] - CNRS - Centre National de la Recherche Scientifique - UBL - Université Bretagne Loire - IMT Atlantique - IMT Atlantique - IMT - Institut Mines-Télécom [Paris]

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Abstract: This paper analyzes the impacts of artificial intelligence on customer service organizations, their employees, and customers. The literature review allowed the authors to synthesize six main topics. In parallel, a qualitative approach was selected by doing 15 semi-directive interviews with leaders from different industries using AI solutions. This research is three-fold: 1) a literature review and synthesis of the main findings; 2) a description of the reality of artificial intelligence solutions for customer service and how they are used by practitioners; 3) knowledge gaps to provide future research directions. Artificial intelligence solutions offer fragmented functionalities, and practitioners have few guidance on how to best implement these solutions.

Keywords: intelligence artificielle; service clients; apprentissage automatique; automation; artificial intelligence; customer service; machine learning (search for similar items in EconPapers)
Date: 2023-10-30
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Published in Revue management & avenir, 2023, 137 (5), pp.69-88. ⟨10.3917/mav.137.0069⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04314286

DOI: 10.3917/mav.137.0069

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