Vol. 2 No. 3 (2023): December Special Issue of The QUEST: Journal of Multidisciplinary Research and Development
Articles

Customer Service Through Artificial Intelligence in Anjiela Technology Company: A Comprehensive Study

  • Juntao Zhuo,
  • Jet Aquino
Juntao Zhuo
Yongkang Anjiela Technology Co., Ltd.
Jet Aquino
Nueva Ecija University of Science and Technology
DOI: https://doi.org/10.60008/thequest.v2i3.106

Published 12/30/2023

Keywords

  • Artificial Intelligence,
  • Challenges,
  • Customer Satisfaction,
  • Customer Service,
  • Implementation

How to Cite

Zhuo, J., & Aquino, J. (2023). Customer Service Through Artificial Intelligence in Anjiela Technology Company: A Comprehensive Study. The QUEST: Journal of Multidisciplinary Research and Development, 2(3). https://doi.org/10.60008/thequest.v2i3.106

Copyright (c) 2023 The QUEST: Journal of Multidisciplinary Research and Development

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Abstract

This quantitative descriptive research examined the impact of Artificial Intelligence (AI) on customer service at Anjiela Technology Company in China. Using a sample of 100 customers, data were collected via a structured survey covering AI's influence on customer satisfaction, efficiency, personalization, accuracy, and user-friendliness. The findings highlight AI's positive impact on customer satisfaction, while also identifying areas for improvement, such as reducing wait times and enhancing personalization. Additionally, the study underscores the importance of trust and transparency in AI adoption, addressing customer concerns about data privacy, fairness, and user control. Recommendations include enhancing AI training, addressing technical challenges, improving data quality, ensuring ethical compliance, and enhancing transparency through collaboration among different units within the organization. In conclusion, this research underscores AI's potential for improving customer service and emphasizes the need to address challenges and ethical considerations for effective implementation.

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