Efficiency Gains and

Reduced Response
Time
Our research has revealed significant efficiency gains and a remarkable
reduction in response time following the integration of AI in customer
service interactions. The potential of AI in expediting customer service
interactions is clearly demonstrated, with response time reduced by 50%
post-integration (from 24 to 12 hours).

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Comparative Analysis with
Industry Benchmarks
Positive Findings
Our findings align with similar positive outcomes
in other studies analyzing GAI and LLM
integration in various customer service contexts.
Industry Shift
These findings suggest a broader industry shift
towards AI-driven customer service
enhancements, reflecting a positive trend in the
sector.
Organizational Adaptation and
Job Satisfaction
1 Employee Well-being
Employees reported increased job
satisfaction attributed to reduced
repetitive tasks and AI handling routine
customer queries.
2 Importance of Adaptation
This resonates with the importance of
organizational adaptation to AI
technologies for improved employee well-
being and satisfaction.
Limitations and Future
Research
Acknowledged Limitations
The study has acknowledged limitations, including the lack of real-time data
1
and reliance on a single case study, which are essential areas for future
improvement.

Future Research Scope

Future research could explore the long-term sustainability of improvements
2
and assess potential challenges, contributing to the advancement of AI-
driven customer service.