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Role of AI in Supply Chain and Customer Service

Author's name – Aman Singh Bais

Co-author name – Dr. Annapurna Metta

Amity Business School, Amity University Chhattisgarh

Corresponding Email: aman.bais1@s.amity.edu

Abstract

As digital technologies reshape business landscapes, organizations are increasingly adopting advanced tools to streamline operations and enhance customer experiences. This study explores the influence of intelligent automation and data-driven systems on supply chain performance and service quality. By focusing on modern solutions such as real-time monitoring, demand prediction, and interactive customer support platforms, the research aims to understand how these innovations contribute to faster deliveries, improved order accuracy, and higher satisfaction among end-users.

A combination of survey data and expert interviews forms the basis of the analysis. Results indicate that technology-enabled operations lead to noticeable improvements in efficiency, responsiveness, and service consistency. Customers benefit from quicker support, more accurate recommendations, and better access to order information. Despite these gains, the study also uncovers issues like reduced personal interaction and concerns around digital security, which can hinder user trust.

Drawing on established business and service quality theories, the study concludes that successful adoption of modern digital tools requires not just investment, but also strategic alignment, staff readiness, and ongoing feedback from stakeholders. By addressing current limitations and promoting responsible use of technology, businesses can build stronger, more adaptive supply chains and enhance overall customer engagement.

Keywords

Intelligent automation , Digital transformation , Supply chain optimization, Predictive analytics, Customer service innovation, Real-time logistics tracking, Service quality enhancement, User experience, Operational efficiency, Technology integration in business .