Presentation Requirement: Literature Review on the Impact of AI on Functional

Departments

Objective:

Each group will present a literature review on the impact of Artificial Intelligence (AI) on one
specific functional department within a company.

🔍 Scope of Presentation:

Your presentation should be based on academic literature and clearly structured to address three
main components:

1. AI Applications in the Functional Department

o Describe how AI technologies are currently applied in the selected department.
o Include examples from academic research or real-world practices (e.g., AI in
recruitment, AI in financial forecasting, etc.).
2. Impacts of AI on the Functional Department
o Discuss the positive and/or negative impacts of AI on operations, decision-
making, performance, efficiency, or workforce within that department.
o Support your analysis with evidence from the literature (academic articles, industry
reports, case studies, etc.).
3. Recommendations
o Provide well-founded suggestions on how companies can enhance the positive
impacts and manage potential risks of AI in that department.
o Your recommendations should be based on the literature or your critical analysis of
it.

🏢 Department Options (choose one):

 Finance
 Marketing
 Human Resources
 Operations / Supply Chain
 Customer Service
 Research & Development
(or any other functional department approved by the instructor)

📅 Presentation Guidelines:

 Duration: 10 minutes per group

  Group Size: 5
 Format: PowerPoint or Google Slides presentation
 References: Include a slide listing the academic sources used (APA/Harvard style)

💡 Evaluation Criteria:

 Content quality and coverage of all 3 components

 Use of relevant and recent literature
 Clarity and structure of presentation
 Critical thinking and recommendations
 Team collaboration and presentation skills
AI Applications in the Customer Service Department

Good morning, everyone. Thank you for giving me the opportunity to speak today. In this
presentation, we will explore how Artificial Intelligence (AI) is transforming the customer
service department. Over the next few minutes, we will talk about three main points: how AI is
being used in customer service, the impact of AI on operations and performance, and finally,
some recommendations on how companies can enhance its positive effects while managing the
potential risks.

Let’s start with the first point: how AI is applied in the Customer Service department.

In today’s fast-paced world, customer expectations have shifted. Customers want immediate
responses and expect businesses to offer seamless and personalized service. This is where AI
comes in. Artificial Intelligence technologies are now deeply integrated into customer service
operations, helping businesses handle the increasing demands of customers.

One of the most common applications of AI in customer service is chatbots and virtual
assistants. These AI tools have revolutionized the way companies interact with their customers.
Chatbots are designed to handle simple and repetitive customer queries, which were previously
dealt with by human agents. They can provide answers to frequently asked questions, process
basic transactions, and even help with troubleshooting. This has freed up human agents to focus
on more complex and higher-value tasks, improving overall efficiency. Moreover, chatbots
provide customers with 24/7 support, which means that no matter the time zone, customers can
get the help they need (An, 2025a).

AI also uses Natural Language Processing (NLP) to interact with customers in a way that
mimics human conversation. Through NLP, AI systems can understand customer queries in
natural language, whether written or spoken, and respond in a way that feels more like a human
interaction. This technology allows chatbots to understand different variations of a question,
including slang or typos, which makes them more flexible and user-friendly (Valliani, 2024).

Another critical application of AI in customer service is sentiment analysis. AI tools are capable
of analyzing the tone of customer interactions to detect if a customer is happy, frustrated, or
angry. By doing so, businesses can prioritize urgent issues, ensure that dissatisfied customers are
promptly handled by a human agent, and tailor responses based on the emotional state of the
customer (Alkhaldi, 2025).

AI also helps companies by providing predictive analytics. By analyzing vast amounts of

customer data, AI can identify patterns and predict future behavior. For instance, AI can foresee
which customers might be at risk of leaving the company, or what product they might be
interested in purchasing next. This enables businesses to take proactive actions, such as offering
targeted promotions or personalized recommendations to retain customers (Tolentino, 2024).

Lỉterature review: (Lên gg scholar, tìm tầm 2-3 bài viết liên quan đến AI applied for customer
service, rút kết quả của bài viết ra rồi cho vào đây, nhớ trích nguồn. Cố gáng ko dùng chatgpt nhé
nguồn rởm lắm)

Now that we've explored how AI is applied in customer service, let's move on to the second part
of the presentation: the impacts of AI on the Customer Service department.

The integration of AI in customer service brings both positive and negative impacts. On the
positive side, AI dramatically improves the efficiency of customer service operations. Since AI
systems can handle thousands of queries simultaneously, they significantly reduce wait times,
enabling businesses to serve more customers in less time. This increases the overall productivity
of the department and helps maintain a high level of customer satisfaction (An, 2025b).

Moreover, AI allows businesses to provide 24/7 support without the need for a human workforce
to be available around the clock. This means that customers can always get help, regardless of the
time of day or their location. This constant availability enhances the customer experience, as
customers no longer need to wait for business hours to get assistance (Cai, 2025).

Another benefit of AI is the cost savings it provides. Automating routine tasks reduces the need
for large customer service teams, which can lead to significant savings for businesses. While AI
does require an initial investment in technology and training, the long-term benefits, such as
reduced labor costs and increased operational efficiency, make it a worthwhile investment
(Smith, 2024).
However, despite all the positive aspects, there are also some negative impacts associated with
the adoption of AI in customer service. One of the main concerns is the issue of job
displacement. As AI systems take over more tasks traditionally handled by human agents, there
is a growing concern about job losses in the customer service sector. While AI creates new roles
in tech and data analysis, many customer service jobs could be at risk if businesses rely too
heavily on automation.

Another challenge is the potential for bias and errors. AI systems rely on large datasets to learn
and make decisions, and if these datasets are biased or incomplete, the AI might provide
inaccurate or unfair responses. For instance, if an AI system is trained on data that does not
account for diverse customer needs or backgrounds, it might fail to understand certain queries or
offer inappropriate solutions.

Finally, there are privacy concerns related to AI. Customer service AI systems often need access
to large amounts of personal data to provide accurate assistance. This raises issues regarding data
security and the risk of privacy breaches. It is crucial for businesses to ensure that they are
handling customer data responsibly and in compliance with privacy regulations (Capaldi, 2024).

Lỉterature review: (Lên gg scholar, tìm tầm 2-3 bài viết liên quan đến AI applied for customer
service, rút kết quả của bài viết ra rồi cho vào đây, nhớ trích nguồn. Cố gáng ko dùng chatgpt nhé
nguồn rởm lắm)

Now, let's move on to the final part of the presentation: recommendations for businesses on how
to maximize the benefits of AI while minimizing its risks.

My first recommendation is to adopt a hybrid model. While AI is excellent at handling routine

tasks, human agents are still needed for more complex and sensitive interactions. By combining
AI with human support, companies can improve efficiency while maintaining a personal touch
where it matters most. This hybrid approach ensures that customers are still able to reach a
human agent when needed, especially for cases that require empathy or intricate problem-solving.
Second, businesses should invest in high-quality training data. AI systems are only as good as
the data they are trained on. By ensuring that training data is accurate, diverse, and up-to-date,
companies can reduce the risk of errors and biases in AI responses. This will help create more
effective and fair AI systems that can serve a broader range of customer needs.

My third recommendation is to train and reskill employees. Rather than replacing human agents
with AI, companies should invest in reskilling their employees to work alongside AI systems.
This could involve training agents to handle escalated cases or teaching them how to use AI tools
to analyze customer data and improve service delivery. By doing so, businesses can ensure that
their workforce remains valuable and capable of adapting to the new technological landscape.

Finally, companies must ensure transparency and prioritize privacy. Customers should always
know when they are interacting with an AI system, and businesses must be transparent about how
customer data is used and protected. By following strict data protection protocols and being clear
with customers about their data usage, companies can build trust and minimize privacy concerns.

In conclusion, AI is reshaping the customer service department in profound ways. It brings

significant improvements in efficiency, cost savings, and customer experience. However, it also
presents challenges such as the loss of human touch, job displacement, and potential biases in AI
systems. By adopting a hybrid approach, investing in quality data, reskilling employees, and
ensuring privacy, companies can maximize the benefits of AI while mitigating its risks.

Thank you for your attention.

(cái nào mn thấy chưa có nguồn thì tìm nốt nhé)

 References

Alkhaldi, N. (2025) How ai sentiment analysis can boost your business, ITRex. Available at:
https://itrexgroup.com/blog/ai-sentiment-analysis-in-customer-service-use-cases-benefits-
expert-tips/ (Accessed: 15 April 2025).

An, F. (2025a) Key AI in Customer Service Statistics for 2025 and Beyond, Sobot. Available at:
https://www.sobot.io/article/key-ai-in-customer-service-2024/ (Accessed: 15 April 2025).

An, F. (2025b) Top AI applications in Customer Service 2025, Sobot. Available at:
https://www.sobot.io/article/top-ai-applications-customer-service-2025/ (Accessed: 15
April 2025).

Cai, K. (2025) Verizon says Google AI for customer service agents has led to sales jump |
Reuters, Reuters. Available at: https://www.reuters.com/technology/verizon-says-google-
ai-customer-service-agents-has-led-sales-jump-2025-04-09/ (Accessed: 15 April 2025).

Capaldi, D. (2024) What are the risks of AI in customer service?, Dante AI. Available at:
https://www.dante-ai.com/article/what-are-the-risks-of-ai-in-customer-service (Accessed:
15 April 2025).

Smith, C.S. (2024) Efficiency meets empathy: How ai is redefining customer service, Forbes.
Available at: https://www.forbes.com/sites/craigsmith/2024/12/16/efficiency-meets-
empathy-how-ai-is-redefining-customer-service/ (Accessed: 15 April 2025).

Tolentino, T. (2024) 11 AI use cases in customer service: An in-depth guide for 2025, Marketing
Scoop. Available at: https://www.marketingscoop.com/ai/customer-service-ai (Accessed:
15 April 2025).

Valliani, J. (2024) How to implement AI in customer service, Work Life by Atlassian. Available
at: https://www.atlassian.com/blog/artificial-intelligence/ai-customer-service (Accessed: 15
April 2025).