APPLICATION OF ARTIFICIAL INTELLIGENCE (AI) SOLUTIONS IN LOGISTICS CUSTOMER SERVICE

Abstract

Customer service is one of the essential services in logistics. In order to provide high quality, cost friendly and seamless logistic processes, businesses leverage various information technology systems. Continued innovations and solutions in logistics may improve logistics customer service, culminating in improved business results. In recent years, digital technologies like Artificial Intelligence (AI) have become game changers, introducing aspects such as voice assistants, natural language processing (NLP), predictive analytics, and chatbots. In logistics customer service, AI may support data collection management, promote accuracy in scheduling delivery time and tracking shipments in real time, promote cost-effectiveness, offer instant customer support, and support decision making processes. Although AI has substantial benefits in businesses, implementation of AI is associated with potential difficulties such as integration with other systems, infrastructure compatibility and data privacy. To this end, this article explores the benefits and challenges of application of AI solutions in logistics customer service.