Reference no: EM132238549
Artificial Intelligence(AI) in Customer Service-Part
PART 1 - Individual
Review the three AI articles relating to customer service. Using your textbook Neubert & Dyck's Organizational Behaviour, Chapter 8, lecture notes, the articles and your own research, respond to the following questions.
1. Describe what customer service chatbots are that a business may use in their daily operations.
2. Outline the foreseeable future that chatbots may have in a customer service setting.
3. When taking people's interests into consideration in interest-based negotiation, provide examples of concerns, fears, hopes, desires and needs in using chatbots for a company's customer service. Remember to look at the perspective of customers, management, organizational, and any other stakeholders.
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Perspectives
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Concerns? Fears?
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Hopes? Desires?
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Needs?
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Management
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Customer Service
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Customers
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Organizational
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Other Stakeholders
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4. What are some possible solutions that a company can implement to satisfy most or all stakeholders if they want to use artificial intelligence in customer service?
5. If you were negotiating whether or not your company must increase their use of AI in their customer service department, what position would you take? Explain why.
6. Explain a recent example (including the APA citation for the URL) of a company who implemented AI in their customer service department and the results of the implementation.
Attachment:- Customer Service.rar
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Describe what customer service chatbots are
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