DefinePK

Abstract

This paper explores the transformative potential of Artificial Intelligence (AI) in enhancing customer service analytics and improving service delivery. It delves into the significant advancements in AI technologies, such as Natural Language Processing (NLP), Machine Learning (ML), chatbots, virtual assistants, and sentiment analysis, highlighting their role in creating more responsive, personalized, and efficient customer service experiences. The paper discusses how AI enables comprehensive data collection and integration from multiple sources, facilitates real-time analytics, and leverages predictive capabilities to forecast customer needs. It also addresses the ethical considerations of privacy, transparency, and fairness in AI applications and examines the technical and organizational challenges businesses face when adopting AI. Recommendations for future research are provided, focusing on integrating emerging technologies and exploring advanced emotion recognition to enhance AI-driven customer service analytics further. The findings underscore the immense potential of AI to revolutionize customer service, offering actionable insights for businesses to implement AI effectively and sustainably.
Keywords:  Artificial Intelligence, Customer Service Analytics, Machine Learning, Predictive Analytics, Sentiment Analysis.