AI-Enhanced Customer Engagement and Experience
Prajakta Nilesh Warale, Nilesh Vitthal Limbore, Nilesh Anute, Gaganpreet Kaur Ahluwalia, Ashok Raut, P. Selvakumar · Advances in computational intelligence and robotics book series · 2025
Traditionally, customer service was dominated by human representatives, who handled inquiries, provided product information, processed orders, and resolved issues through face-to-face meetings, phone calls, emails, and, later, live chats. These interactions, while essential, were often constrained by the availability and limitations of human resources, including time, scale, and efficiency. In the past, companies relied on skilled employees to deliver personalized service, but this model became increasingly challenged as businesses grew and the demands for quick, efficient, and 24/7 support soared. The first significant technological shift in customer engagement came with automation. Early automation systems, such as were designed to handle simple customer queries human representative. While this system was a step towards reducing the dependency on human agents, it still required human oversight and could only handle basic tasks.