[Paper Review] Influence of AI in human lives

Meenu Varghese, Satheesh Raj+1 more|arXiv (Cornell University)|Dec 15, 2022

AI in Service Interactions4 citations

TL;DR

This paper investigates the multifaceted influence of artificial intelligence (AI) on human life, focusing on changes in information-seeking behavior, AI-driven automotive systems, and evolving customer service interactions. Using a qualitative and analytical approach, it reveals that AI enhances efficiency and autonomy but risks user frustration when systems fail, highlighting the need for improved human-AI collaboration in service design.

ABSTRACT

Artificial Intelligence is one of the most significant and prominent technological innovations which has reshaped all aspects of human life on the lines of ease from magnitudes like shopping, data collection, driving, everyday life, medical approach and many more. On the contrary, although recent developments in both subjects that are backed by technology, progress on AI alongside CE must have mostly been undertaken in isolation, providing little understanding into how the two areas intersect. Artificial intelligence is now widely used in services, from back-office tasks to front-line interactions with customers. This trend has accelerated in recent years. Artificial intelligence (AI)-based virtual assistants are changing successful engagement away from being dominated by humans and toward being dominated by technologies. As a result, people are expected to solve their own problems before calling customer care representatives, eventually emerging as a crucial component of providing services as value co-creators. AI-powered chats may potentially go awry, which could enrage, perplex, and anger customers. Considering all these, the main objectives of this study will engage the following 1. To identify the alterations in the scope of human searches for information offered by the application of AI? 2. To analyse how AI helps in the way someone drives the car 3. To evaluate how AI has changed the way customer interact with the customers

Motivation & Objective

• To understand how AI transforms human information-seeking behavior across daily activities.
• To analyze the role of AI in enhancing or altering driving experiences through intelligent systems.
• To evaluate shifts in customer interaction patterns due to AI-powered service tools like virtual assistants.
• To identify challenges in AI deployment that may lead to user confusion or dissatisfaction.
• To explore the co-creation of value between users and AI in service contexts.

Proposed method

• Conducting a literature review on AI applications in human-computer interaction and customer service.
• Analyzing case studies of AI in automotive systems and virtual customer assistants.
• Examining user interaction logs and feedback from AI-driven service platforms.
• Using qualitative analysis to interpret user frustrations and behavioral shifts in response to AI.
• Comparing pre-AI and post-AI interaction models in customer service and information retrieval.
• Focusing on the intersection of AI and customer experience (CE) to assess co-creation dynamics.

Experimental results

Research questions

• RQ1 How has AI altered the way individuals search for and access information in their daily lives?
• RQ2 In what ways does AI influence driving behavior and vehicle interaction through intelligent systems?
• RQ3 How has the integration of AI changed the nature and quality of customer interactions with service providers?
• RQ4 What are the primary pain points users encounter when interacting with AI-powered customer service tools?
• RQ5 How do users transition from relying on human agents to self-service via AI, and what are the implications?

Key findings

• AI has significantly reduced the need for human intervention in customer service by enabling self-service through virtual assistants.
• Users increasingly rely on AI for information retrieval, leading to faster access but also potential over-reliance on automated systems.
• AI-driven automotive systems improve driving safety and convenience but can cause confusion when malfunctioning or providing unclear instructions.
• Frustration in customer interactions often arises when AI systems fail to understand user intent or provide inconsistent responses.
• The shift toward AI-mediated service interactions has led to a transformation in service value co-creation, with users taking on more responsibility in problem-solving.
• Despite benefits, the isolation of AI and customer experience (CE) research has limited understanding of their combined impact on user behavior.