The Adoption and Effectiveness of Artificial Intelligence in Employee Support Service

The Adoption and Effectiveness of Artificial Intelligence in Employee Support Service

Mr. M. GUNASEKARAN.,

M. Com (CA)., MBA., M. Phil

Associate Professor

DEPARTMENT OF COMMERCE WITH COMPUTER APPLICATIONS Dr. N.G.P. ARTS AND SCIENCE COLLEGE COIMBATORE-48.

Mr. VIGNESH. B

B.COM CA Dr. N.G.P. ARTS AND SCIENCE COLLEGE COIMBATORE-48. Mr. SANJAI. V

B.COM CA Dr. N.G.P. ARTS AND SCIENCE COLLEGE COIMBATORE-48.

ABSTRACT
This study examines the adoption and effectiveness of Artificial Intelligence (AI) in employee support services. By integrating AI-powered tools like chatbots, automated assistance systems, and predictive analytics, the company aims to enhance service delivery, improve employee satisfaction, and optimize operational efficiency. The research utilizes surveys and interviews with 125 employees alongside secondary data from industry reports and academic studies. Analytical methods such as descriptive analysis, Chi-Square tests and ANOVA reveal no significant gender-based differences in AI perception, indicating a consistent user experience. Employees reported improvements in HR information access, reduced response times, and enhanced onboarding experiences. However, challenges such as employee resistance, data privacy concerns, and technical limitations were identified. To mitigate these issues, the study recommends comprehensive employee training, a hybrid AI-human support model, robust data security measures, and ongoing AI performance evaluations. These insights provide a valuable framework for organizations looking to leverage AI to improve employee support services and achieve operational growth.