AI and Business Reflection

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McMaster University *

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1Z03

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Industrial Engineering

Date

Dec 6, 2023

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pdf

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4

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Reflection #5 – AI and Business INNOVATE 1Z03 Professor Katie White It can be frustrating for the customer when service disruptions occur, and for small businesses, disruptions in supply chain or in the delivery of services can be detrimental to their reputation. With the presence of AI continuing to grow, I resonate and agree with Andrew Ng in his claim that AI presents an exciting opportunity for businesses to maximize efficiency and deliver excellent end to end customer service (Ng, 2022). To discuss more about why and how I
2 think AI can empower small businesses, I’m going to use a local appliance repair business, The Appliance Doctor, as an example. The Appliance Doctor is located in Hamilton and has been operating for over 15 years. In the initial years, the business was relatively successful for its size and received local customer service accolades (2023). However, since then the business has failed to expand their regional scope and recently has received poor reviews as a result of significant delays in reaching customers and inability to repair appliances in a timely manner (2023). The core areas where The Appliance Doctor is struggling is in efficiency of delivering services and failing to meet or manage customer expectation. AI has the potential to help The Appliance Doctor in many ways to remedy the areas they are challenged in. Below are two suggestions for how they might be able to do so: 1. Addressing Efficiency Perhaps one of the reasons The Appliance Doctor is lacking in efficiency of services is their ability to optimize their service routes. Using a predictive AI program, when appointments or requests are booked, the algorithm could design the most efficient route for technicians so they can avoid potentially heavy traffic areas and assign cases to technicians who are within a certain geographical range of each other (Nunez, 2023). Additionally, if a repair is taking too long at one location, the technician can report the delay and their upcoming service jobs would be reassigned to the nearest tech on duty. This could help alleviate the lag time caused by technicians having to drive back and forth across town to handle appointments, and ensure labour is dispersed in a way that makes sense for the technician and the customer.
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