Artificial-intelligence-powered customer service management in the logistics industry

• Published in: Entrepreneurial Business and Economics Review 2023-01, Vol.11 (4), p.10-121
• Main Authors: Brzozowska, Marta, Kolasińska-Morawska, Katarzyna, Sułkowski, Łukasz, Morawski, Paweł
• Format: Article
• Language: English
• Subjects: Algorithms; Artificial intelligence; Automation; Competitive advantage; Content analysis; Customer services; Digital technology; Digitization; Efficiency; ICT Information and Communications Technologies; Industry 4.0; Logistics; Quality of service; Social development; Society; Socio-Economic Research; Technological change; Transport / Logistics
• ISSN: 2353-883X; 2353-8821; 2353-8821
• DOI: 10.15678/EBER.2023.110407

Objective: The article aims to show how people perceive future implications for logistics customer service resulting from the implementation of new technologies in the form of game-changer artificial intelligence (AI) solutions in the spirit of economy 4.0 and society 5.0.Research Design Methods: The research process used a nomothetic approach based on the methodology of mixed research. The qualitative approach included a research study of monographs, publications, reports, and netographic sources. We used the technique of critical content analysis based on the co-occurrence of terms. In turn, we based the quantitative approach on the diagnostic survey method with the computer-as- sisted web interviewing (CAWI) technique. The sample size was 233. For further analysis, we used the statis- tical package for the social sciences (SPSS).Findings: The research shows that customer service in logistics already uses different forms of AI-based solutions (like Chabtbots, Voicebots, and voice assistants). Even customers positively evaluate those solu- tions, among others, for efficiency, competence, and service quality. Moreover, customers are aware of AI-based solutions and know that their usage will deepen in the future, as it is a game changer for the competitiveness of customer service in logistics.Implications Recommendations: The conducted research indicates the need to constantly improve the digital competences of the users of last-mile logistics services in the context of technologization of transaction pro- cesses. Different areas of business will widely use AI-based solutions, because there is a need to develop systems which will help with the human-machine communication. This technology should be constructed as safe for peo- ple and easy to use; both with regard to users and customers. As a result of these processes, there is a greater need to educate people about AI-based solutions to develop awareness and improve future outcomes. Contribution Value Added: The article’s main advantage is determining new possibilities in the area of lo- gistics customer service as a result of the dissemination of solutions in the AI field, which may be a helpful instrument for enterprises in managing the last-mile scenario in the future.