International Journal of Research Studies in Management
CollabWritive Special Issue
2024 Volume 12 Issue 13
Available Online: 1 October 2024
Author/s:
Lamata, Mary Grace S.
Graduate School, Lyceum of the Philippines University – Batangas, Philippines
Abstract:
This study is an assessment of use of AI in Customer Service in BPO Industry. It aimed to determine the extent of the use of artificial intelligence in customer service industry in terms of self-service automation, personalized interactions, and predictive analytics; describe the impact of artificial intelligence to operational efficiency in terms of process optimization, resource management, and employee productivity. Also, the study tested the significant relationship of the extent of the use of Artificial Intelligence and the level of operational efficiency of the BPO company. Lastly, a proposed program was tabled to provide inputs to sustain the level of customer service using AI and the overall operational efficiency of the BPO company. A descriptive method of research was utilized. Respondents were the call center agents of 3 sites (Site A, Site B, Site and Site C of one of BPO Company samples of one hundred twenty-seven (378)/ Respondents were randomly selected. The results revealed that majority of the respondents are Millennials, mostly females, singles, and have been working in BPO for 1 to 5 years. As assessed by call center agents the Artificial Intelligence in Customer Service in BPO Industry is at Moderate Extent in terms of Self-Service Automation, Personalized Interactions, and Predictive Analysis. As to the impact of the Artificial Intelligence to the Operational Efficiency, the respondents Agreed about the impact of the AI to the Operational Efficiency in terms of Process Optimization, Resource Management, and Employee Productivity. All of the key areas in the use of Artificial Intelligence in Customer Service are Highly Significantly related to the impacts of the Operational Efficiency of the BPO Industry. This reveals how the utilization of AI in customer service would bring a positive impact on the operational efficiency of the BPO industry. Finally, the management of the BPO shall spend time of monitoring and evaluating the operational efficiency. This is to ensure the effective utilization of AI and maintaining the operational efficiency of the BPO. They are also encouraged to benchmark the Proposed Action Plan to improve the use of Artificial Intelligence and operational efficiency in BPO Company.
Keywords: artificial intelligence, utilization, customer service, operational efficiency
DOI: https://doi.org/10.5861/ijrsm.2024.1295
Cite this article:
Lamata, M. G. S. (2024). Artificial intelligence aided customer service and operational efficiency in BPO company. International Journal of Research Studies in Management, 12(13), 193-199. https://doi.org/10.5861/ijrsm.2024.1295