Customers' Desires Relating to the Implementation of Artificial Intelligence in Customer Service - Investigated and Analyzed for A Swiss Retailer

Abstract

Customer satisfaction and retention is of utmost importance for firms. One way to achieve the needed loyalty is to provide an excellent and modern customer service that orients towards clientele’s desires. The objective of this paper is to gather insights into the wants of the case organizations’ customers. Despite its popularity, a large Swiss retailer faces similar challenges. Its customer care center already provides satisfying and high-quality customer service. Nevertheless, the expectations of customers regarding new contact channels and the introduction of AI have not been explored to the full extent yet. Customer satisfaction and retention is of utmost importance for firms. One way to achieve the needed loyalty is to provide an excellent and modern customer service that orients towards clientele’s desires. The objective of this paper is to gather insights into the wants of the case organizations’ customers. Despite its popularity, a large Swiss retailer faces similar challenges. Its customer care center already provides satisfying and high-quality customer service. Nevertheless, the expectations of customers regarding new contact channels and the introduction of AI have not been explored to the full extent yet. Customer satisfaction and retention is of utmost importance for firms. One way to achieve the needed loyalty is to provide an excellent and modern customer service that orients towards clientele’s desires. The objective of this paper is to gather insights into the wants of the case organizations’ customers. Despite its popularity, a large Swiss retailer faces similar challenges. Its customer care center already provides satisfying and high-quality customer service. Nevertheless, the expectations of customers regarding new contact channels and the introduction of AI have not been explored to the full extent yet.