Hot och möjligheter med att införa AI-drivna chattbotar som ett verktyg inom kundtjänst : En studie om utmaningar, drivkrafter och hinder för införande av en AI-driven chattbot inom kundtjänst hos Monitor ERP System AB

Sammanfattning: With the rapidly increasing rate of development artificial intelligence (AI) has experienced in recent years, more and more companies have begun to recognize the benefits and possibilities of the technology. This study is a qualitative interview study that has explored and evaluated which challenges are encountered today in customer services and which driving forces and barriers exist in introducing an AI-driven solution with a focus on chatbots. Five semi-structured interviews with people who hold a role as a person responsible for customer service at Monitor ERP System have created the resulting material. According to the respondents, AI and chatbots will have a major impact on customer service, opening many development opportunities. This opens to solve the challenges identified today, which according to the respondents are the new demands from the generational shift, manual- and repetitive work, and finally the lack of time and resources. The driving forces that have been identified for introducing an AI-driven chatbot are stronger corporate branding, increased productivity, higher customer satisfaction, improved work climate, and increased time- and cost efficiency. But getting to the stage where AI and chatbots are used in a business is not entirely without its barriers. The barriers that could be identified are the continued weight of the human factor, difficulties with customer- and employee acceptance, lack of skills, and the complexity and useful data. Even though several difficulties and barriers are expected along the way, the respondents look enthusiastically and expectantly at the development and the future opportunities AI and chatbots can contribute to customer service.