AI customer service: Task complexity, problem-solving ability, and usage intention (original) (raw)
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Journal of Service Management, 2021
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AI in Customer Service - A Service Revolution in the Making
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The industrial revolutions of the late 18th century provided a tremendous boost to our economy by introducing automated manufacturing processes. This revolution paved the way for higher quality, cost-effective products available to mass markets and freed people from tedious and laborious manual work - drastically improving our standard of living! With the proliferation of technology and its quick integration into service organizations, we believe that a digital revolution in services is just beginning - much like the industrial revolution brought sweeping changes to manufacturing. As cost savings will be competed away in market economies, this digital service transformation has the potential to drastically improve our quality of life by mechanizing and streamlining services like banking, insurance, logistics, healthcare, and education.
Journal of Service Management, 2021
The automation of services is rapidly growing, led by sectors such as banking and financial investment. The growing number of investments managed by artificial intelligence (AI) suggests that this technology-based service will become increasingly popular. This study examines how customers' technology readiness and service awareness affect their intention to use analytical-AI investment services. Design/methodology/approach: Hypotheses were tested with a data set of 404 North American-based potential customers of robo-advisors. In addition to technology readiness dimensions, the potential customers' characteristics were included in the framework as moderating factors (age, gender and previous experience with financial investment services). A post-hoc analysis examined the roles of service awareness and the financial advisor's name (i.e., robo-advisor vs. AI-advisor). Findings: The results indicated that customers' technological optimism increases, and insecurity decreases, their intention to use robo-advisors. Surprisingly, feelings of technological discomfort positively influenced robo-advisor adoption. This interesting finding challenges previous insights into technology adoption and value co-creation, as analytical-AI puts customers into a very passive role and reduces barriers to technology adoption. The research also analyzes how consumers become aware of robo-advisors, and how this influences their acceptance. Originality: This is the first study to analyze the role of customers' technology readiness in the adoption of analytical-AI. We link our findings to previous technology adoption and automated services' literature and provide specific managerial implications and avenues for further research.
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The introduction of Artificial Intelligence (AI) has resulted in disruptive developments in a variety of industries, including customer service management. The purpose of this narrative analysis study is to investigate the role of AI in revolutionizing customer service management and its potential future consequences. The research focuses on four major AI integration components in customer service: social media monitoring, voice recognition, speech analytics, chatbots, and self-service portals. This study gives insights into the revolutionary potential of AI in customer service management through rigorous narrative analysis. It delves into the advantages and future possibilities of incorporating AIpowered elements such as customer sentiments, speech analytics, chatbots, and self-service portals. Understanding the growing environment of AI in customer service allows organization to better react to their customers' changing requirements and expectations, eventually improving customer happiness and loyalty in the digital era.
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