International Research Journal of Engineering and Technology (IRJET)
e-ISSN: 2395-0056
Volume: 12 Issue: 05 | May 2025
p-ISSN: 2395-0072
www.irjet.net
The Study on Gen z’s Influence on the Evolution of Customer Service Prachi Mehta1, Dr. Bhojraj Shewale2, Prof. (Dr.) Bhawana Sharma3 1Student, Amity Business School, Amity University Mumbai, Maharashtra, India
2Assistant Professor, Amity Business School, Amity University Mumbai, Maharashtra, India 3Director- International Affairs & Programs, Officiating HOI, Amity Business School, Amity University Mumbai,
Maharashtra, India ---------------------------------------------------------------------***--------------------------------------------------------------------2. LITERATURE REVIEW Abstract - This study looks at how Generation Z is changing customer service practices. Digital-first tastes are changing service expectations for Gen Z, who is pushing immediacy, personalisation, and technological integration. Examining responses from both Gen Z and earlier generations, the study uses a quantitative and comparative approach to find changes in customer service paradigms. Key results imply that companies have to change to Gen Z's tech-savvy attitude and desire for quick, open, interactive service channels.
The Development of Customer Service Reactive, transactional interactions have given way to proactive, relationship-focused ones in customer service. The emergence of digital technologies has improved the overall customer experience by introducing a variety of channels for customer interaction, such as self-service options and round-the-clock availability.
Key Words: Gen Z, Customer Service, Digital Transformation, Personalization, Technological Integration, Consumer Behaviour, AI, Generations.
Features and Preferences of Generation Z Born between 1995 and 2010, Generation Z is a generation of digital natives who value convenience, speed, and transparency in consumer interactions. Their preference for rapid and ongoing engagement is reflected in their preference for self-service portals, chatbots, and messaging apps over traditional call centers.
1.INTRODUCTION From conventional in-person and phone contacts, customer service has developed to a dynamic, experience-oriented approach motivated by digital technology and evolving consumer expectations. Leading this change is Generation Z, a group of digital natives who value quick, smooth, and tailored service across several channels. Online interaction, peer reviews, and brand values all strongly shape their buying choices. In reaction, companies are improving social media responsiveness to fit Gen Z's particular tastes, providing omnichannel support, and using AI-powered chatbots. This paper investigates the changing terrain of customer service from Gen Z's point of view.
Digital Technology's Effect on Customer Service The demands of Generation Z have been the driving force behind the digital transformation of customer service. Traditional approaches are being replaced by tools like automated self-service systems, live chat, and AI chatbots. Because Gen Z expects brands to be reachable and responsive around-the-clock, social media platforms have also emerged as important customer service channels.
1.1 Research Objectives
3. RESEARCH METHODOLOGY
1.
To analyse how Gen Z's expectations have reshaped modern customer service.
3.1 Area of the Study
2.
To compare Gen Z’s customer service preferences with those of previous generations.
3.
To study the shift from traditional to digital-first customer service models.
4.
To examine the role of AI and automation in catering to Gen Z customers.
5.
To provide recommendations for companies to improve customer service models
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"The Influence of Gen Z on the Evolution of Customer Service" is the main topic of the study. Understanding how Gen Z consumers' expectations and interactions are influencing contemporary customer service technologies like AI chatbots, instant messaging, social media, and personalized customer experiences is the aim. The study looks at customer trust, preferences, satisfaction, and usage patterns across age groups. 3.2 Sample 145 valid responses from participants of various generations are included in the survey. The distribution was purposefully
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