Customer service

[3] It is expected that AI-based chatbots will significantly impact customer service and call centre roles and will increase productivity substantially.

A service package is a combination of tangible and intangible characteristics a firm uses to take care of its clients.

[9] It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product.

[14] In the Internet era, a challenge is to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce.

But this lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection in the online arena.

"[15] Examples of customer service by artificial means are automated online assistants that can be seen as avatars on websites,[12] which enterprises can use to reduce operating and training costs.

[12] The two primary methods of gathering feedback are customer surveys and Net Promoter Score measurement, used for calculating the loyalty that exists between a provider and a consumer.

For example, National Express in the UK has invited passengers to send text messages while riding the bus.