Optimization of Customer Service Processes using Artificial Intelligence under the ISO 9001 approach: A systematic review
DOI:
https://doi.org/10.55873/rad.v4i2.371Keywords:
Intelligent automation, Chatbots, Continuous improvement, Quality standards, Digital transformationAbstract
Customer service in organizational settings has faced growing challenges due to increased demand and the need for faster, more personalized responses. In this context, Artificial Intelligence (AI) has emerged as a key tool to automate processes, reduce waiting times, and enhance user experience. The objective of this study was to analyze how AI implementation optimized customer service processes within the framework of ISO 9001. The findings revealed that AI improved operational efficiency, supported data-driven decision-making, and significantly contributed to customer satisfaction through consistent and personalized services. Moreover, cases such as Alibaba and DHL demonstrated improvements in traceability, accuracy, and speed of operations aligned with ISO 9001 quality principles. It is concluded that effective implementation requires change management strategies, employee training, and the adoption of scalable tools, particularly in SMEs, ensuring continuous improvement without compromising the quality standards established by the ISO 9001 framework.
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Copyright (c) 2025 Rubi Esmeralda Rengifo-Sinarahua, Renzo Renato Upiachihua-Panduro, Jorge Martin Del-Aguila-Panduro, Yngue Elizabeth Ramírez-Pezo
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