ASM arranged an invited talk on the topic “Artificial Intelligence in Customer Service”  on 05.06.2025 at 11.00 a.m. Mr.Jayagopi Andhoor, Seasoned Technology Executive and AI Innovator, Senior Vice president and Former BU head at Movate, served as the resource person. The session started  with  a welcome address and an introductory note  by Principal & Director, Prof. (Dr). B.Vijayachandran Pillai in which he highlighted  the growing influence of AI in transforming how businesses interact with customers. The session aimed to create awareness among students and professionals about AI tools, their benefits, challenges and real-world applications in customer service. The speaker introduced Artificial Intelligence as the simulation of human intelligence in machines that are capable of performing tasks such as understanding language, recognizing patterns, and making decisions. The following AI applications in customer service were discussed- Chatbots for 24/7 customer support, Voice Assistants, Sentiment Analysis, AI-powered CRM systems for personalized experiences. Real-life examples were cited, such as AI adoption by companies like Amazon, HDFC Bank, etc to improve efficiency and enhance customer experience.The talk was highly informative and insightful, highlighting the transformative role of AI in customer service. It emphasized the need for businesses to adapt AI responsibly while balancing efficiency with empathy. Students gained a better understanding of how AI is shaping the future of service delivery. The vote of thanks was proposed by Ms. Reshma. The programme ended at 1.00.p.m.