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Edited by: Editorial Board of Journal of Data Acquisition and Processing
P.O. Box 2704, Beijing 100190, P.R. China
Sponsored by: Institute of Computing Technology, CAS & China Computer Federation
Undertaken by: Institute of Computing Technology, CAS
Published by: SCIENCE PRESS, BEIJING, CHINA
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      1 Jan 2024, Volume 39 Issue 1   
    Article

    THE ROLE OF AI IN ENHANCING CUSTOMER SERVICE IN THE RETAIL SECTOR
    PDr.N.K.Joshi, Kamal Kulshreshtha, Usha Jain
    Journal of Data Acquisition and Processing, 2024, 39 (1): 1259-1269 . 

    Abstract

    The retail sector is undergoing a transformative change with the integration of Artificial Intelligence (AI) technologies, significantly enhancing customer service experiences. This research paper explores the multifaceted role of AI in revolutionizing customer service in the retail industry. The study delves into various AI-driven tools and applications, including chatbots, virtual assistants, predictive analytics, and personalized recommendations, highlighting their impact on improving customer engagement, satisfaction, and loyalty. By automating routine tasks and providing real-time support, AI enables retailers to offer seamless, efficient, and personalized customer interactions. This paper also examines case studies of leading retail companies that have successfully implemented AI solutions to enhance their customer service operations. The analysis reveals that AI not only improves operational efficiency but also provides valuable insights into customer behavior, preferences, and trends, enabling retailers to make informed decisions and tailor their offerings accordingly. Furthermore, the paper discusses the challenges and ethical considerations associated with the adoption of AI in customer service, such as data privacy, security, and the potential for job displacement. The findings suggest that while AI presents numerous opportunities for enhancing customer service, it is crucial for retailers to address these challenges to ensure a balanced and sustainable integration of AI technologies. The paper concludes with recommendations for retail businesses on leveraging AI to create a competitive advantage in the market, emphasizing the importance of a customer-centric approach and continuous innovation in AI applications..

    Keyword

    Artificial Intelligence, customer service, retail sector, chatbots, virtual assistants, predictive analytics, personalized recommendations, customer engagement, operational efficiency, customer satisfaction, data privacy, ethical considerations, retail innovation


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ISSN 1004-9037

         

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