Changes and Applications of AI in the Customer Service Industry

This article analyzes and discusses the changes and applications of AI in the customer service industry. It examines how advanced technologies like LLM are being used in intelligent customer service to help companies improve service efficiency, enhance user experience, and reduce costs in the context of rapid development and increasing competition in the service industry. Through expert interviews and keyword coding statistics, it also identifies the shortcomings and risks of current intelligent customer service technologies, their relationship with human customer service, and future development directions. The research indicates that intelligent customer service still has great potential in the customer service industry, but humans, as emotional labor, are irreplaceable in scenarios involving emotional issues, special populations, complexity, and risks. Companies need to learn how to achieve organic collaboration between humans and AI, address the new requirements and challenges posed by technological advancements in human customer service, provide more support to employees in management, to truly enhance service competitiveness, win user reputation, and maximize the value of technology.