The role of artificial intelligence in customer relationship management in social security

Document Type : Original Article

Authors

1 financial officer of the 2nd social security branch of Ilam

2 Head of the 2nd Social Security Branch of Ilam.

10.22034/qjo.2024.403196.1333

Abstract

Objective: The present study was conducted to investigate the role of artificial intelligence in customer relationship management in social security.
Method: In terms of the purpose, this research is under the theoretical research that was conducted with a descriptive review approach. In this research, a library method was used to collect data. Findings: Based on the results obtained, it is clear that combining generative artificial intelligence with customer relationship management allows companies to better automate business processes, develop more personalized communications, and provide the most useful answers to customers. Using artificial intelligence in customer relationship management helps businesses organize customer information better and access that information more easily. This information includes contact details, demographic information, communication history, purchase history and other relevant data that is used to generate sales opportunities and provide better customer service. Using artificial intelligence, companies can create accurate segmentation of leads and contacts to build better relationships with prospects and customers.
 Conclusions: Considering the size of the social security organization's customer population, it seems that the use of artificial intelligence in managing the relationship with the organization's customers can significantly improve the level of customer satisfaction and, consequently, the productivity and performance of this organization.

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History

  • Receive Date: 20 June 2023
  • Revise Date: 28 December 2023
  • Accept Date: 12 March 2024

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