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Author
Brzozowska Maria (University of Social Sciences, Lodz), Kolasińska-Morawska Katarzyna (Krakow University of Economics), Sułkowski Łukasz (Krakow University of Economics), Morawski Paweł (Jagiellonian University)
Title
Artificial-intelligence-powered Customer Service Management in the Logistics Industry
Source
Entrepreneurial Business and Economics Review, 2023, vol. 11, nr 4, s. 109-121, tab., bibliogr. 48 poz.
Keyword
Sztuczna inteligencja, Przemysł 4.0, Logistyka, Obsługa klienta
Artificial intelligence, Industry 4.0, Logistics, Customer service
Note
JEL Classification: M150
summ.
Abstract
Objective: The article aims to show how people perceive future implications for logistics customer service resulting from the implementation of new technologies in the form of game-changer artificial intelligence (AI) solutions in the spirit of economy 4.0 and society 5.0.
Research Design & Methods: The research process used a nomothetic approach based on the methodology of mixed research. The qualitative approach included a research study of monographs, publications, reports, and netographic sources. We used the technique of critical content analysis based on the co-occurrence of terms. In turn, we based the quantitative approach on the diagnostic survey method with the computer-assisted web interviewing (CAWI) technique. The sample size was 233. For further analysis, we used the statistical package for the social sciences (SPSS).
Findings: The research shows that customer service in logistics already uses different forms of AI-based solutions (like Chabtbots, Voicebots, and voice assistants). Even customers positively evaluate those solutions, among others, for efficiency, competence, and service quality. Moreover, customers are aware of AI-based solutions and know that their usage will deepen in the future, as it is a game changer for the competitiveness of customer service in logistics.
Implications & Recommendations: The conducted research indicates the need to constantly improve the digital competences of the users of last-mile logistics services in the context of technologization of transaction processes. Different areas of business will widely use AI-based solutions, because there is a need to develop systems which will help with the human-machine communication. This technology should be constructed as safe for people and easy to use; both with regard to users and customers. As a result of these processes, there is a greater need to educate people about AI-based solutions to develop awareness and improve future outcomes.
Contribution & Value Added: The article's main advantage is determining new possibilities in the area of logistics customer service as a result of the dissemination of solutions in the AI field, which may be a helpful instrument for enterprises in managing the last-mile scenario in the future. (original abstract)
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ISSN
2353-883X
Language
eng
URI / DOI
http://dx.doi.org/10.15678/EBER.2023.110407
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