The case study delves into exploring these challenges and presenting alternative solutions. It evaluates options like AI-powered chatbots, automated ticket routing systems, and sentiment analysis for proactive support, weighing their pros and cons. The end goal is to optimize customer service while maintaining operational efficiency and cost-effectiveness, resulting in a better customer experience and, by extension, a stronger market position for the Boom Town Company.


  1. Understand the application and implications of artificial intelligence in customer service.
  2. Explore the benefits and challenges of various AI-powered solutions in a real-world business scenario.
  3. Analyze strategic decisions and evaluate alternative solutions in AI implementation for enhancing customer service.

Number of Pages:  18 (Including cover page)

UN-SDGS: 9, 18, 12, and 17

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