Artificial Intelligence (AI) is increasingly deployed in customer service for various service delivery tasks. Research and practice alike have extensively dealt with the use, benefits, and effects of AI solutions in customer service contexts. Nevertheless, knowledge on AI integration is dispersed and unsystematized. This paper addresses this gap by presenting a taxonomy to inform design decisions for the integration of AI into customer service with five meta-dimensions, 12 dimensions, and 32 characteristics. Through a rigorous and systematic development process comprising multiple iterations and evaluation episodes, state-of-the-art AI solutions from practice and the current state of knowledge from research were systematized to classify AI use cases. Thus, we contribute with systemized design knowledge to, both, the theoretical knowledge base as well as to practice for application. Eventually, we disclose future research avenues addressing certain meta-dimensions as well as the extension of the taxonomy itself.
Poser, Mathis; Wiethof, Christina; and Bittner, Eva A. C., "Integration of AI into Customer Service: A Taxonomy to Inform Design Decisions" (2022). ECIS 2022 Research Papers. 65.
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