Leveraging Artificial Intelligence and Big Data to Enhance Efficiency and Customer Care: An Empirical Study

Abstract

This research aims to explore the applications of Artificial Intelligence (AI) and big data in the service industry, assess their current usage, and examine prospects for further integration to enhance operational efficiency. Recent advancements in big data and AI have the potential to revolutionize customer service and experience across various industries, despite their current untapped potential in the service sector. A sample of 350 professionals from consulting, healthcare, and finance industries provides valuable insights into these technologies' applications, challenges, and impacts on customer satisfaction. The findings indicate that adopting AI and big data analytics significantly enhances customer care by improving service personalization and issue resolution speed, key drivers of customer satisfaction. Additionally, these technologies boost operational efficiency by automating routine tasks and optimizing processes. The research underscores the necessity of integrating AI and big data for operational advancements and elevating customer satisfaction. The study also highlights practical implications for harnessing these technologies more effectively and identifies areas for future research on related themes.