Thesis Abstract

Abstract
This research project investigates the impact of artificial intelligence (AI) on customer service in the retail industry. The retail sector has been rapidly adopting AI technologies to enhance customer interactions, streamline processes, and improve overall efficiency. AI-powered chatbots, recommendation systems, and personalized marketing strategies are revolutionizing the way retailers engage with customers. This study aims to examine the benefits and challenges associated with implementing AI in customer service within the retail sector. The research methodology includes a combination of qualitative and quantitative approaches. Interviews with industry experts, surveys of retail companies utilizing AI, and analysis of customer feedback data will provide a comprehensive understanding of the implications of AI on customer service in retail. The qualitative data will offer insights into the strategic decisions and challenges faced by retail organizations when integrating AI into their customer service operations. On the other hand, the quantitative data will allow for the measurement of key performance indicators such as customer satisfaction rates, response times, and cost savings achieved through AI implementation. The findings of this study are expected to contribute to the existing body of knowledge on AI in customer service and provide practical implications for retail businesses looking to leverage AI technologies effectively. By identifying best practices and potential pitfalls, this research aims to guide retailers in maximizing the benefits of AI while mitigating risks associated with its adoption. Additionally, the study will shed light on customer perceptions and attitudes towards AI-powered customer service interactions, helping retailers tailor their strategies to meet evolving customer expectations. The research also considers ethical implications related to AI in customer service, including data privacy concerns, algorithmic bias, and the impact on human employees. Understanding these ethical considerations is crucial for ensuring responsible AI implementation and maintaining customer trust in the retail industry. By addressing these ethical concerns and proposing guidelines for ethical AI use, this study aims to support the development of sustainable and customer-centric AI-driven customer service practices in retail. Overall, this research project seeks to provide valuable insights into the transformative effects of AI on customer service in the retail industry and offer guidance for retailers navigating the increasingly AI-driven landscape of customer interactions.

Thesis Overview