An Overview of AI in Customer Support Systems
DOI:
https://doi.org/10.58445/rars.2530Keywords:
artificial intelligence, customer service, chatbots, AI adoption, emotionally intelligentAbstract
Artificial Intelligence (AI) is rapidly transforming industries, with customer service among the most impacted sectors. This literature review explores AI-driven technologies in customer support systems, such as chatbots and virtual assistants, and examines the benefits they provide to businesses that utilize them. It also examines the challenges of AI adoption in customer support, ranging from technical limitations to system biases. Emerging trends and innovations such as hyper-personalization and emotionally intelligent AI tools are discussed, emphasizing the need for ethical considerations and customer trust in an AI-augmented customer service field. The findings suggest that while AI offers transformative potential, its successful integration requires careful management of risks and responsibilities.
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