AI in Customer Service: A Service Revolution in the Making

This chapter outlines the overview of AI and customer services and how Artificial intelligence (AI) has shaped the service revolution. This chapter draws on their previous studies on corporate digital responsibility in service firms and their ecosystems, cost-effective service excellence, service robots, artificial intelligence, and Intelligent Automation and Service Robots. It reiterates how AI-based customer services often operate within larger virtual networks that allow them to access external and internal data. This enables them to learn from their environments and subsequently decide without human input. The chapter concludes with practical implications for managers, suggesting that organizations should incorporate corporate digital responsibility (CDR) and create a set of shared values, norms, and actionable guidelines for the responsible use of technology.