Cognitive Technologies in Logistics Customer Service Management – The Case of E-commerce

This paper investigates the role of cognitive technologies in managing logistics customer service in the e-commerce sector. Cognitive technologies, including AI-driven recommendation systems and chatbots, are increasingly utilized to enhance operational efficiency and customer satisfaction. The study presents empirical research conducted among Polish e-commerce users in 2024, analyzing the impact of these technologies from the customer's perspective. The findings indicate that cognitive technologies significantly improve customer experience by providing personalized product recommendations and efficient problem-solving through chatbots. However, concerns regarding data privacy and the accuracy of chatbot responses were also highlighted. This research contributes to filling the literature gap by offering a comprehensive user-centric evaluation of cognitive technologies in e-commerce logistics.