International Research Journal of Engineering and Technology (IRJET) e-ISSN: 2395-0056 Volume: 11 Issue: 05 | May 2024
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p-ISSN: 2395-0072
BLENDING ARTIFICIAL INTELLIGENCE AND HUMAN INTERACTION FOR ENHANCED CUSTOMER SUPPORT Gaurava Srivastava*1, Abhi Ram Reddy Salammagari*2 Oracle America Inc., USA Workday Inc., USA --------------------------------------------------------------------------***----------------------------------------------------------------------ABSTRACT: A promising way to improve the customer experience and speed up help processes is to combine artificial intelligence (AI) and human interaction (HI) in customer service. Chatbots, ticketing systems, and analytics tools powered by AI can quickly and easily respond to a lot of routine questions. Human agents can be seamlessly added to AI systems to provide personalized help when complicated problems need empathy, creativity, or a deep understanding. AI will take over again once the complicated problems are fixed, making sure that the customer service process continues smoothly. This AI-driven method has worked well for companies like Amazon, Vodafone, and Lemonade, with human help when needed. This has led to happier customers, lower costs, and more efficient operations. People will be able to focus on jobs that need emotional intelligence and personalized care as AI technologies keep getting better. AI systems will keep learning and getting better based on interactions and feedback, making sure that customers get the most up-to-date and accurate help. Employing AI and HI in customer service could change how companies deal with their clients, making them more loyal, lowering the number of customers who leave, and eventually improving the customer experience as a whole. KEYWORDS: AI-human collaboration, Customer support enhancement, Hybrid customer service approach, Sentiment analysis, Continuous learning in AI.
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