Abstract Artificial Intelligence (AI) has significantly revolutionized customer service across all sectors, introducing disruptive and transformative technologies to enhance efficiency, responsiveness, and overall user experience. This article investigates AI-based customer service, thoroughly exploring current applications and offering insights into potential future directions for development. This work conducts an in-depth multimethod research analysis of existing AI applications in customer service, emphasizing the role of Natural Language Processing (NLP), Machine Learning (ML) and vision-based systems. The integration of predictive analytics is examined as a key component, enabling the interpretation of customer needs, and predicting potential issues, thereby facilitating proactive resolution. Moreover, the article investigates the impact of AI-based personalization on customer interactions, providing a comprehensive discussion on how recommendation engines and personalized content delivery contribute to heightened customer satisfaction and loyalty. The study also confronts challenges associated with AI implementation in customer service, addressing concerns related to data privacy, ethical considerations, and continuous monitoring and improvement. The findings of this study contribute to the ongoing scientific discourse on the integration of AI in customer service, offering insights for researchers, practitioners, and stakeholders in the service industry seeking to fully leverage the potential of AI-driven customer interactions. Anticipating the future, this research delineates prospective paths for AI in customer service, underscoring the potential of advanced conversational agents, virtual assistants, and emotionally intelligent AI systems.
Jo�ão Reis (Sun,) studied this question.