Artificial Intelligence as a Driver for the Development of Logistics Activities of Enterprises and CRM Service in the Conditions of Industry 5.0

Abstract

The article examines the essence of the concept and key aspects of the use of artificialintelligence (AI) as a high-tech driver for the development of the logistics management system of enterprises and the improvement of customer service in the conditions of Industry 5.0. The main focusis on studying the state, systematization and classification of areas in which AI is used in serving consumers and ensuring their loyalty. The analysis of current publications aims to formulate anintegrated perspective for expanding the areas of AI implementation to focus digital technologies onthe comprehensive transformation of logistics services. The features, real and potential ways of organizing the use of advanced AI technologies, as a branch of computer science, which focuses oncreating a set of computing programs/navigation applications/"intelligent agents" that first simulateand then act on behalf of the human user, capable of performing tasks that normally require theparticipation of intelligence (learning, reasoning, problem solving), due to the ability to systematicallyidentify patterns for prediction, are evaluated or decision-making without explicit programming foreach script based on Big Data processing. An extended classification of AI tools is given, a schematicdiagram of the use of digital platforms for predictive forecasting and customer relationshipmanagement in the e-commerce system is formed. The key aspects of the use of AI are studied, whichcover the areas of demand forecasting, inventory control, optimization of logistics processes based onthe use of clustering algorithms, models of analysis and coordination of periodic fluctuations in timeseries of data sets. The leading ways of organizing AI stand out, tools that go beyond the available machine learning algorithms, are described in detail, since they provide additional opportunities forthe development of logical thinking, communication and negotiation with other agents (multi-agent systems), adaptation to changing circumstances and the search for optimal solutions (search andoptimization). The advantages of using AI in the field of management, analysis and improvement ofinteraction with customers, ensuring loyalty are determined, a scheme of its application forforecasting and overcoming potential problems in these areas of activity is given. The results of theresearch consist in the development of promising areas for the use of AI in the processes of servicinglogistics networks, the formation of a positive customer experience, the improvement of strategicprocesses of management, analysis and improvement of interaction with customers