Customer Service with AI-Powered Human-Robot Collaboration (HRC): A Literature Review

The present study discusses the impact of Human-Robot Collaboration (HRC) powered by Artificial Intelligence (AI) on customer service. It is based on the four types of intelligence – mechanical, analytical, intuitive, and empathetic – and how they are integrated into HRC to provide customers with mo...

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Bibliographic Details
Published in:Procedia computer science 2024, Vol.232, p.1222-1232
Main Authors: Leocádio, Diogo, Guedes, Leonel, Oliveira, José, Reis, João, Melão, Nuno
Format: Article
Language:English
Subjects:
Artificial Intelligence
Customer Service
Human-Robot Collaboration
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Summary:The present study discusses the impact of Human-Robot Collaboration (HRC) powered by Artificial Intelligence (AI) on customer service. It is based on the four types of intelligence – mechanical, analytical, intuitive, and empathetic – and how they are integrated into HRC to provide customers with more efficient and personalized services. The benefits of AI-enabled HRC are highlighted, including reduced operational costs, increased productivity, improved decision-making, and enhanced customer experience. However, the article also addresses the challenges of implementing this approach, such as the potential loss of jobs due to automation, and emphasizes the importance of ethical and responsible implementation. The study has significant practical and academic implications, warning that continuous research is needed to understand the potential and limitations of AI-enabled HRC on customer service. Overall, through a literature review, the article aims to appeal to the reader's critical spirit and explore topics on the transformative power of AI in customer service.
ISSN:1877-0509
1877-0509
DOI:10.1016/j.procs.2024.01.120