{"title":"Effect of Artificial Intelligent on Empathy Quotient (EmQ) and Responsiveness of Customer Care Executive- A Study from Customer's Lenses","authors":"Neetima Agarwal, Arpana Kumari","doi":"10.1109/ICIPTM57143.2023.10117729","DOIUrl":null,"url":null,"abstract":"The workplace is going digital with the inclusion of artificial intelligence tools. These tools are deeply reshaping the service industry and influencing customer relationship management. There have been various studies that have shown the correlation between technology and its effect on the organization. Through the study, the effect of AI tools on the EmQ of Customer Care Executives has been analyzed as perceived by the customers. The study highlights the effect of AI tools on the affective and cognitive empathy of the CCE and thus on responsiveness on the job.","PeriodicalId":178817,"journal":{"name":"2023 3rd International Conference on Innovative Practices in Technology and Management (ICIPTM)","volume":"248 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2023-02-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"2023 3rd International Conference on Innovative Practices in Technology and Management (ICIPTM)","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/ICIPTM57143.2023.10117729","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
The workplace is going digital with the inclusion of artificial intelligence tools. These tools are deeply reshaping the service industry and influencing customer relationship management. There have been various studies that have shown the correlation between technology and its effect on the organization. Through the study, the effect of AI tools on the EmQ of Customer Care Executives has been analyzed as perceived by the customers. The study highlights the effect of AI tools on the affective and cognitive empathy of the CCE and thus on responsiveness on the job.
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