An Investigation into IT Service Automation and User Experience in Customer Support: A Study of Service-Based Firms in Katsina State
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- NGN 5000
Background of the Study
IT service automation has gained prominence as a key driver of efficiency and improved user experience in customer support. Automation technologies, such as chatbots, ticketing systems, and AI-powered solutions, streamline support processes, reduce response times, and enhance customer satisfaction (Adebayo & Musa, 2023). Service-based firms are increasingly adopting these tools to meet growing customer demands and maintain competitive advantage.
In Katsina State, service-based firms face challenges such as high customer expectations and limited resources for traditional customer support models. IT service automation offers a scalable solution for addressing these challenges while improving operational efficiency (Garba & Ibrahim, 2024). This study investigates the impact of IT service automation on user experience in customer support within service-based firms in Katsina State.
Statement of the Problem
Service-based firms in Katsina State struggle to meet customer expectations due to inefficiencies in traditional support processes. While IT service automation offers solutions for improving efficiency and customer satisfaction, its adoption is hindered by factors such as high implementation costs, lack of technical expertise, and resistance to change (Ahmed et al., 2023).
This study explores how IT service automation influences user experience in customer support and identifies the challenges faced by service-based firms in implementing automation solutions.
Objectives of the Study
1. To assess the impact of IT service automation on user experience in customer support among service-based firms in Katsina State.
2. To identify the challenges service-based firms face in adopting IT service automation.
3. To propose strategies for enhancing the adoption and effectiveness of IT service automation in customer support.
Research Questions
1. How does IT service automation impact user experience in customer support among service-based firms in Katsina State?
2. What challenges do service-based firms face in adopting IT service automation?
3. What strategies can enhance the adoption and effectiveness of IT service automation in customer support?
Research Hypotheses
1. IT service automation does not significantly improve user experience in customer support.
2. Challenges such as cost and expertise significantly hinder the adoption of IT service automation.
3. Strategies to enhance adoption significantly improve the effectiveness of IT service automation.
Scope and Limitations of the Study
The study focuses on service-based firms in Katsina State, examining the role of IT service automation in customer support. Limitations include variations in automation adoption levels and reluctance to share proprietary data on customer support operations.
Definitions of Terms
• IT Service Automation: The use of technology to automate IT and customer support processes.
• User Experience: The overall experience of a user when interacting with customer support services.
• Service-Based Firms: Businesses that provide services rather than tangible products.
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