Revolutionizing Customer Care Support: An exploration of Artificial Intelligence Applications and Benefits

Abstract

Description of the Research This research, titled "Revolutionizing Customer Care Support: An Exploration of Artificial Intelligence Applications and Benefits," conducted by Wickrama Seneviratne Sandeep Chamodya, explores the role of artificial intelligence (AI) in transforming traditional customer service models. The study delves into how AI-powered technologies, such as chatbots and virtual assistants, can improve customer service by providing real-time support, reducing operational costs, and solving problems more efficiently compared to human agents. Through an analysis of current literature, real-world examples, and industry practices, the research identifies both the strengths and limitations of AI applications in customer care. While AI offers clear advantages, such as 24/7 availability and scalability, challenges like limited emotional intelligence, cultural context-awareness, and the need for continuous updates still exist. The study ultimately aims to provide a comprehensive understanding of AI's role in customer support and suggest ways to overcome its limitations for enhanced customer satisfaction.