Reducing customer service costs through interface automation

Abstract

The increase in customer service costs, the growing complexity of communication channels, and intensified market competition highlight the need to improve the efficiency of service processes and to identify effective tools for enterprise cost optimization. Under these conditions, the use of digital technologies and intelligent systems capable of transforming traditional approaches to organizing customer interaction becomes particularly important. The purpose of the study is to substantiate the impact of interface automation on the level of customer service costs based on the analysis of operational performance indicators and the financial results of enterprise activities. The research employs methods of analysis of key performance indicators of service processes, comparative analysis, systematization, generalization, and a structural and logical approach, which made it possible to identify the relationship between the level of digitalization, operational efficiency, and enterprise costs. The information base of the study consists of analytical reports of international consulting and technology companies as well as industry studies in the field of digital transformation. The results of the study identify the key factors influencing the formation of customer service costs in the context of digitalization and substantiate the impact of intelligent technologies on the reduction of operating costs through decreasing request processing time, increasing staff productivity, and optimizing communication channels. It is demonstrated that the economic effect of implementing digital solutions is cumulative and strengthens as the level of their integration into business processes increases. Conclusions. A systemic nature of the impact of digitalization has been established, which manifests itself not only in cost reduction but also in revenue growth, increased customer satisfaction, and improved competitiveness of enterprises. A matrix approach to evaluating the impact of interface automation on customer service costs is proposed, combining digital technology tools, operational indicators, and financial performance results. The practical significance of the obtained results lies in the possibility of their application for substantiating managerial decisions aimed at cost optimization and improving the efficiency of service processes.