What is it about?
This research addresses the common misconception that AI will completely replace human customer service agents, instead advocating for a collaborative human-AI approach. It also provides practical insights that industry professionals can use to shape their own strategies for incorporating AI into their customer service processes.
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Why is it important?
This research shows that while AI significantly boosts efficiency and reduces costs, human agents remain vital for complex and sensitive customer interactions because they providing empathy and judgment that AI cannot replicate.
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This page is a summary of: Empowering customer service with generative AI: enhancing agent performance while navigating challenges, Information Research an international electronic journal, March 2025, University of Boras, Faculty of Librarianship, Information, Education and IT,
DOI: 10.47989/ir30iconf47566.
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