Role of Artificial Intelligence in Request Management: A Comprehensive Review
Sujala Reddy R S, Vishalakshi Prabhu H, Aparna Kini
AI-based, Chatbots, Intelligent routing algorithms, Request management, Virtual assistants, Workflow automation
Service request management refers to the procedures and resources implemented by organizations to handle service requests originating from customers, employees, and vendors. Artificial intelligence (AI) has emerged as a transformative technology with the potential to revolutionize request management processes. This review paper provides a comprehensive analysis of the role of AI in request management, examining its applications, benefits, challenges, and future implications. The paper explores the use of AI techniques, including natural language processing, machine learning, and chatbots, in various stages of request management. Additionally, it discusses how AI enhances request capture and logging, categorization and prioritization algorithms. Also, the workflow and routing optimization with AI, resource allocation and scheduling are discussed in detail. The paper concludes with benefits of AI in RM.
Article Details
Unique Paper ID: 160229

Publication Volume & Issue: Volume 10, Issue 1

Page(s): 1 - 8
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