Enhancing Customer Service Training with an AI Technology Chatbot

Ethical Clearance Reference: 216153972/2024/2This dataset presents the thematic analysis of the qualitative methodology to identify the factors affecting the diffusion of AI technologies for the purposes of customer service training improvement. The data were collected using semi-structured interviews with participants from a purposive sample. This was then transcribed and anonymised to aid the thematic analysis for the purpose of the study. Key themes were highlighted in the data and revealed that AI-enabled chatbots improved information accessibility, offered personalised learning opportunities, facilitated self-paced and adaptive learning, provided consistency in responses, enhanced operational efficiency among customer service agents, and contributed to teamwork and engagement. Findings suggest that the AI tool is most effective when used in conjunction with human facilitation. The dataset highlights both the benefits and limitations of using AI-enabled tools in training environments. Challenges included the limited content depth of the responses and technical infrastructure constraints that questioned organisational readiness and strategic direction. The dataset was used to derive a framework to support the effective implementation and integration of AI tools to enhance customer service training.