Citation:

Kshitij Dixit, 2025. "AI-Assisted Decision Support Systems for Front Office Operations ", ESP Journal of Engineering & Technology Advancements  5(1): 112-119.

Abstract:

In contemporary service-based businesses, front office operations are the main point of interaction of organizations with their customers, and efficient decision-making is essential in ensuring the efficiency of operations, customer satisfaction, and competitive advantage. Conventional decision support systems (DSS), which in many cases are dependent on (manual) processes and rule-based models, are becoming incapable of dealing with the complexity, volume and dynamic demands of customer facing operations. Artificial Intelligence (AI) integration into DSS, which creates AI-assisted Decision Support Systems (AI-DSS), is a solution of the first order by providing ML, natural language processing, predictive analytics, and intelligent automation. AI-DSS process a large amount of heterogeneous data, offer real-time insights, predict customer needs, and offer actionable advice to supplement human decision-making. In the front office environment, such systems boost customer query services, scheduling, demand projections, resource allocation, and customized services. This paper will discuss the role, structure, and use of AI-DSS in the front office of any industry like hospitality, healthcare, banking, and retail. It identifies their advantages of efficiency in operations, accuracy in decision making, scalability, and customer experience, challenges, and future research and real world practice.

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Keywords:

Decision Support Systems, Front Office Operations, Artificial Intelligence, Customer Experience, Real-time Decision Making.