Artificial Intelligence and its Impact on Customer Service: Enhancing Experiences or Eroding Trust

Abstract

The integration of Artificial Intelligence (AI) in customer service has sparked debates regarding its impact on customer experiences and the erosion or enhancement of trust. This paper examines the multifaceted implications of AI adoption in customer service contexts, exploring its role in improving efficiency, personalization, and response times while also addressing concerns related to privacy, transparency, and the human touch. Through a synthesis of existing literature and case studies, this study aims to delineate the dual nature of AI's influence—its potential to elevate customer experiences and the potential risks to customer trust. The analysis sheds light on ethical considerations, the significance of transparency, the balance between automation and human interaction, and the pivotal role of AI in shaping the future of customer service interactions. This examination contributes to a nuanced understanding of the intricate relationship between AI adoption, customer experiences, and the delicate fabric of trust in contemporary service interactions.