{"title":"客户服务的演变：识别人工智能对呼叫中心就业和管理的影响","authors":"Maya C Pillai","doi":"10.48001/jbmis.2024.si1010","DOIUrl":null,"url":null,"abstract":"The transformative role of Artificial Intelligence (AI) is reshaping customer service within call centres. As AI technologies advance, there is a growing trend of automation replacing human agents in these service-oriented environments. The adoption of AI in call centers raises concerns about job displacement for human agents. The economic repercussions of this shift need to be carefully addressed to mitigate potential societal challenges. The economic impact of AI customer care and management is a dynamic interplay of cost efficiency, enhanced productivity, and ethical considerations. Striking a balance between technological advancement and societal well-being is imperative for a sustainable future of the industry.","PeriodicalId":441226,"journal":{"name":"Journal of Business Management and Information Systems","volume":" 11","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2024-03-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"The Evolution of Customer Service: Identifying the Impact of Artificial Intelligence on Employment and Management in Call Centres\",\"authors\":\"Maya C Pillai\",\"doi\":\"10.48001/jbmis.2024.si1010\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"The transformative role of Artificial Intelligence (AI) is reshaping customer service within call centres. As AI technologies advance, there is a growing trend of automation replacing human agents in these service-oriented environments. The adoption of AI in call centers raises concerns about job displacement for human agents. The economic repercussions of this shift need to be carefully addressed to mitigate potential societal challenges. The economic impact of AI customer care and management is a dynamic interplay of cost efficiency, enhanced productivity, and ethical considerations. Striking a balance between technological advancement and societal well-being is imperative for a sustainable future of the industry.\",\"PeriodicalId\":441226,\"journal\":{\"name\":\"Journal of Business Management and Information Systems\",\"volume\":\" 11\",\"pages\":\"\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2024-03-20\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Business Management and Information Systems\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.48001/jbmis.2024.si1010\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Business Management and Information Systems","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.48001/jbmis.2024.si1010","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
The Evolution of Customer Service: Identifying the Impact of Artificial Intelligence on Employment and Management in Call Centres
The transformative role of Artificial Intelligence (AI) is reshaping customer service within call centres. As AI technologies advance, there is a growing trend of automation replacing human agents in these service-oriented environments. The adoption of AI in call centers raises concerns about job displacement for human agents. The economic repercussions of this shift need to be carefully addressed to mitigate potential societal challenges. The economic impact of AI customer care and management is a dynamic interplay of cost efficiency, enhanced productivity, and ethical considerations. Striking a balance between technological advancement and societal well-being is imperative for a sustainable future of the industry.
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