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So, as a thesis, it has to be in-depth, with data and statistics backing facts and arguments. I have chosen to do it on AI customer management (i.e., customer chatbots, and personalised targeting advertisements) and wanted to explore how good or bad they are in today’s world with the AI bubble growing.
I want to stick with three different industries (telecom, fashion and tech) with two companies from each industry. I need them to be big companies, like Swisscom, for telecom, which is a great one with great customer support. Vodafone might be a good one to look at too.
Lit review
Introduction and other data
Understanding AI Customer Relations Solutions:
Definition: What constitutes AI customer relations solutions? (e.g., chatbots, virtual assistants, automated response systems, AI-driven CRM systems).
Functionality: How do these solutions operate? What technologies underpin them (e.g., NLP, machine learning, sentiment analysis)?
Empirical Data
Industry Analysis:
Industry Selection: Which industries are you focusing on? Common examples could be retail, banking, healthcare, and telecommunications.
Implementation: How is AI applied in customer relations within these industries?
Case Studies: Examples of companies within each industry that have implemented AI customer relations solutions.
Impact on Industries:
Operational Efficiency: How do AI solutions affect the efficiency and cost-effectiveness of customer service operations?
Customer Experience: How do these solutions enhance or detract from customer satisfaction and engagement?
Sales and Revenue: What impact do these solutions have on sales conversion rates and overall revenue?
Employee Roles: How do AI solutions affect the roles and responsibilities of customer service employees?
Findings
Customer Behavior Analysis:
Behavioral Changes: How do customers’ behaviors change in response to interacting with AI solutions?
Acceptance and Trust: What levels of acceptance and trust do customers exhibit towards AI-driven customer service?
Feedback and Adaptation: How do customers’ feedback influence the adaptation and improvement of AI solutions?
Preferences: Do customers prefer AI interactions over human interactions for certain types of inquiries or services?
Conclusion
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