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This review paper explores the potential of leveraging technical support experience to implement effective AI solutions and enhance future service improvements. The primary objective is to assess existing literature and case studies on how technical support knowledge can be integrated into AI development to foster a seamless customer service experience. The review synthesizes findings from various studies, highlighting the ways technical support experience can inform AI training datasets, enhance AI response accuracy, and improve overall service efficiency. Key findings indicate that incorporating technical support insights into AI systems leads to more contextually aware and accurate responses, which significantly improves customer satisfaction. The review discusses successful implementations of AI in technical support across different industries, showcasing how human expertise complements AI capabilities to address complex customer issues and reduce response times effectively. The paper concludes that integrating human expertise into AI development processes is crucial for achieving a balance between automation and the personalized touch required in customer service. By maintaining continuous feedback loops between AI systems and technical support teams, organizations can ensure ongoing learning and adaptation, leading to continuous service improvements. Overall, this review highlights the importance of a collaborative approach that combines the strengths of AI and human expertise, advocating for models that enhance the efficacy of AI solutions and pave the way for innovative future service enhancements in customer support. Keywords: Artificial Intelligence (AI), Technical Support, AI Implementation, User Training, Troubleshooting, Feedback Collection, Solution Accuracy, Issue Resolution, User Satisfaction, Operational Efficiency, Knowledge Transfer, Continuous Improvement, Data Governance, Machine Learning, Natural Language Processing (NLP).
Folorunsho et al. (Wed,) studied this question.