A Study on the Effectiveness of AI-Powered Customer Service Enhancement at Syena Logistics PVT LTD
V. Thenmozhi1, Dr. S. Krishnakumari2
1Student, MBA, School of Management Studies, Sathyabama Institute of Science and Technology, OMR, Chennai, Tamil Nadu, India
2Assistant Professor, School of Management Studies, Sathyabama Institute of Science and Technology, OMR, Chennai, Tamil Nadu, India
ABSTRACT
In today's logistics sector, customer service is critical to guaranteeing smooth operations, customer happiness, and competitive advantage. Artificial intelligence (AI) has become a game-changing tool in improving customer service due to the growing need for quick, precise, and effective communication. With an emphasis on response time, problem solving, customer happiness, and overall operational efficiency, this study investigates the efficacy of AI-powered customer service solutions at Syena Logistics Pvt Ltd. Key performance metrics like average response time, resolution rate, customer feedback scores, and service efficiency before and after AI adoption are evaluated in this quantitative data analysis study. The study looks at how predictive analytics, automated query processing, and AI-driven chatbots help to streamline customer encounters while resolving typical logistical issues. The study also cites several obstacles to the implementation of AI, such as financial limitations, issues with data accuracy, staff flexibility, and integration challenges with current systems.Notwithstanding these difficulties, there are a lot of chances to improve service quality, lessen operational burden, and reduce human mistake with AI-powered solutions. The study's conclusions give data-driven insights on the viability of enhancing customer service in the logistics industry with AI, along with suggestions for best practices to maximise AI adoption. In order to facilitate more effective and customer-focused service delivery in the dynamic global supply chain, this research attempts to assist logistics companies in comprehending the real- world advantages and difficulties of AI-driven solutions.
Keywords : AI-powered customer service, Logistics, Operational efficiency, Customer satisfaction, Response time, Chatbots, Predictive analytics, Automation, Data accuracy, Integration challenges, AI adoption.
