Abstract
The present study discusses the impact of Human-Robot Collaboration (HRC) powered by Artificial Intelligence (AI) on customer service. It is based on the four types of intelligence - mechanical, analytical, intuitive, and empathetic - and how they are integrated into HRC to provide customers with more efficient and personalized services. The benefits of AI-enabled HRC are highlighted, including reduced operational costs, increased productivity, improved decision-making, and enhanced customer experience. However, the article also addresses the challenges of implementing this approach, such as the potential loss of jobs due to automation, and emphasizes the importance of ethical and responsible implementation. The study has significant practical and academic implications, warning that continuous research is needed to understand the potential and limitations of AI-enabled HRC on customer service. Overall, through a literature review, the article aims to appeal to the reader's critical spirit and explore topics on the transformative power of AI in customer service.
| Original language | English |
|---|---|
| Pages (from-to) | 1222-1232 |
| Number of pages | 11 |
| Journal | Procedia Computer Science |
| Volume | 232 |
| DOIs | |
| Publication status | Published - 1 Jan 2024 |
| Event | 5th International Conference on Industry 4.0 and Smart Manufacturing, ISM 2023 - Lisbon, Portugal Duration: 22 Nov 2023 → 24 Nov 2023 |
Bibliographical note
Publisher Copyright:© 2024 The Authors. Published by Elsevier B.V. This is an open access article under the CC BY-NC-ND license (https://creativecommons.org/licenses/by-nc-nd/4.0)
Funding
The text of this article was written in an original way. Once the writing process was completed, we asked ChatGPT to simplify the language to 2-3 paragraphs, which were again revised several times until we reached a simple, clean, and consistent text. Since we use ChatGPT to simplify the text, we thought we should give credit to the AI tool. All intellectual work was entirely produced by us; therefore, we are fully responsible for the originality, validity, and integrity of the manuscript's content. This work is funded by National Funds through the FCT-Foundation for Science and Technology, I.P., within the scope of the project Ref. UIDB/05583/2020. We would like to thank the Research Center in Digital Services (CISeD) and the Polytechnic of Viseu for their support. This work is funded by National Funds through the FCT-Foundation for Science and Technology, I.P., within the scope of the project Ref. UIDB/05583/2020. This work is funded by National Funds through the FCT\u2014 oundation for Science and Technology, I.P., within the scope of the project Ref. UIDB/05583/2020.
| Funders | Funder number |
|---|---|
| Polytechnic of Viseu | |
| Fundação para a Ciência e a Tecnologia | UIDB/05583/2020 |
Keywords
- Artificial Intelligence
- Customer Service
- Human-Robot Collaboration