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- Title
Impact de l'intelligence Artificielle dans les services clients.
- Authors
CONTI, Sophie; BAUDIER, Patricia; BILLOT, Romain
- 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.
- Subjects
ARTIFICIAL intelligence; LITERATURE reviews; VIRTUAL reality; INTELLIGENCE service; CUSTOMER services
- Publication
Revue Management et Avenir, 2023, Issue 137, p69
- ISSN
1768-5958
- Publication type
Article
- DOI
10.3917/mav.137.0069