Transformando a gestão administrativa o impacto da inteligência artificial na experiência do cliente

Abstract

This study investigated the advantages and challenges of incorporating artificial intelligence (AI) into the business world, highlighting its impact on customer service. Based on researchers such as Brynjolfsson, McAfee, Davenport and Kirby, the research situates the importance of AI in the current context as well as the obstacles that can arise during its implementation, such as internal resistance. The main objective was to analyze the introduction of automation and artificial intelligence in customer support, while the specific objectives involved identifying the tools used in the process, recognizing their purposes and evaluating the results in customer service. The methodology employed a literature review with qualitative research using semistructured interviews. Despite obstacles such as cultural resistance, it is remarkable that the use of AI has managed to overcome the preliminary difficulties and has generated significant results, such as the optimization of tasks carried out within the organization. The conclusion highlights the importance of artificial intelligence as a conclusive and strategic tool. Thus, for a broader understanding of how to transform the corporate environment through the application of artificial intelligence and face the challenges associated with its adoption