AI-Powered Customer Service: Does it Optimize Customer Experience?

Industrial Revolution 4.0 has created digital waves in the way organizations and customers transact businesses. Retaining customers through enhanced customer experience is the fundamental objectives of businesses. AI has empowered the service providers through multiple channels of reaching out and interacting with the target market. This innovative technology of customer interaction has benefitted organizations in minimizing cost and maximizing productivity. The customers are also benefited through convenient mode of transactions and information availability. This qualitative study aims at gauging the impact of AI application in rending customer service. While it explores the benefits of AI, it also identifies the challenges associated with AI driven customer service that critically impacts Customer Experience (CX). The study infers that digitized customer services makes it is difficult to replicate human interaction and consumers perceive that organizations are struggling to create such digital pathways.