Digital Transformation: AI-Powered Bot Solutions and Automation for Customer Services
Monerah Al-Mekhlal, Mohammed Al-Buraik, Mohammad Al-Lubli
Abstract
Recent years have witnessed a growth in the adoption of AI-Powered bot solutions in many industries, including healthcare, education, manufacturing, and energy. The drive behind this adoption is to increase productivity and improve customer engagement by enhancing the communication between customers and customer service support. These solutions are at the heart of Digital Transformation, which is focused on introducing new ways for value creation, automation, interaction, transparency, and control. Furthermore, delivers customer benefits: convenience, relevance, experience, empowerment, and savings. This drive has led the IT industry to deliver digital systems for providing customer services aimed at increased customer satisfaction. Virtual Assistant agents are used by organizations to fulfill different tasks related to customer services for solving problems and providing recommendations. Among AI-Powered bot solutions, an EmailBot is an NLP-based tool used to automate routine Email conversations and enhance positive interaction with customers. This paper explores the ability to implement an EmailBot solution on a private cloud environment to automate frequently performed tasks such as application installation and upgrades, how-to, obtaining application links, permission requests, and inquiries related to request statuses. An evaluation conducted compared the automated solution capabilities of infrastructure high-availability and with traditional customer service support that relied wholly on humans for defined tasks. According to resulting measures, the automated model outperformed the traditional model in terms of response time and accuracy, with drastic improvement in the former and slight improvement in the latter.