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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM66024
Volume:
10 |
7 |
Jul 2026
Pages:
1-10
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
Master Of Business Administartion
Dayananda sagar college of engineering
Master Of Business Administration
Dayananda sagar college of engineering
This chapter explores the role of frontline services technology in transforming customer-facing operations through the integration of digital tools, automation, and artificial intelligence (AI). In today’s competitive and service-driven environment, organizations increasingly rely on advanced technologies to enhance the efficiency, responsiveness, and effectiveness of frontline employees. The study highlights how technologies such as AI, cloud platforms, and automated service systems streamline routine tasks, reduce manual intervention, and enable real-time data-driven decision-making. This transformation allows employees to focus on complex customer interactions, thereby improving service quality, reducing response time, and enhancing overall customer experience. Drawing insights from practical observations (such as technology adoption in organizations like Croma), the chapter demonstrates that technology significantly improves operational efficiency, employee productivity, and customer satisfaction. However, it also identifies key challenges, including employee resistance to change, lack of adequate training, data privacy concerns, and the need to maintain a balance between automation and human interaction. The chapter proposes a human-centered conceptual model for Intelligent Frontline Service Technology Systems, emphasizing the integration of human skills with AI capabilities. This approach ensures that technology acts as an enabler rather than a replacement for human interaction. The findings of this study will be valuable for organizations aiming to optimize service delivery, enhance workforce performance, and build customer-centric service ecosystems.
KEYWORDS
Frontline services technology has become an essential component of modern organizations, enabling them to enhance efficiency, improve customer experience, and achieve competitive advantage. The integration of digital tools, automation, and artificial intelligence has transformed traditional service processes into more efficient and data-driven systems. However, the successful implementation of frontline technology requires a human-centered approach that emphasizes the role of employees in delivering high-quality services. Organizations must focus on training, user experience, and maintaining a balance between automation and human interaction. The future of frontline services lies in the development of intelligent systems that integrate technology with human capabilities. By adopting a strategic and balanced approach, organizations can create a responsive, efficient, and customer-centric service environment that meets the demands of the modern business landscape.
Frontline services technology has become an essential component of modern organizations, enabling them to enhance efficiency, improve customer experience, and achieve competitive advantage. The integration of digital tools, automation, and artificial intelligence has transformed traditional service processes into more efficient and data-driven systems. However, the successful implementation of frontline technology requires a human-centered approach that emphasizes the role of employees in delivering high-quality services. Organizations must focus on training, user experience, and maintaining a balance between automation and human interaction. The future of frontline services lies in the development of intelligent systems that integrate technology with human capabilities. By adopting a strategic and balanced approach, organizations can create a responsive, efficient, and customer-centric service environment that meets the demands of the modern business landscape.
Publication Date
7/27/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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Conflict of Interest
The authors declare no conflict of interest related to this research work.
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