Effect of Artificial Intelligent on Empathy Quotient (EmQ) and Responsiveness of Customer Care Executive- A Study from Customer's Lenses

Abstract

The workplace is going digital with the inclusion of artificial intelligence tools. These tools are deeply reshaping the service industry and influencing customer relationship management. There have been various studies that have shown the correlation between technology and its effect on the organization. Through the study, the effect of AI tools on the EmQ of Customer Care Executives has been analyzed as perceived by the customers. The study highlights the effect of AI tools on the affective and cognitive empathy of the CCE and thus on responsiveness on the job.