Journal of Advances in Developmental Research

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Managing Customer Expectations: How to Automate Dispute Resolution for Improved Customer Satisfaction

Author(s) Fnu Nagarajan
Country United States
Abstract The rise of ride-hailing platforms such as Uber, Lyft, Bolt, Grab, and Didi has transformed urban transportation, offering users convenient, cost-effective, and flexible mobility solutions. However, with the increasing volume of transactions, these platforms face growing challenges in managing customer expectations, particularly in dispute resolution and refund processing. Effective management of these issues is crucial for maintaining customer trust and loyalty. This paper explores the complexities of handling disputes and refunds in ride-hailing services, including the common causes of disputes, strategies for resolving them efficiently, and the role of technology in automating refund processes. Case studies from leading ride-hailing platforms illustrate best practices, while a discussion on artificial intelligence (AI) and machine learning (ML) highlights the technological advancements reshaping dispute management. Ethical and regulatory considerations, along with future trends in AI-driven dispute resolution, are also explored. This research provides comprehensive insights into ensuring fair, efficient, and scalable dispute-handling mechanisms in the ride-hailing industry.
Keywords Ride-hailing, dispute resolution, refunds, AI automation, machine learning, customer expectations, regulatory compliance, blockchain, customer experience, service quality.
Field Engineering
Published In Volume 14, Issue 2, July-December 2023
Published On 2023-12-05
Cite This Managing Customer Expectations: How to Automate Dispute Resolution for Improved Customer Satisfaction - Fnu Nagarajan - IJAIDR Volume 14, Issue 2, July-December 2023. DOI 10.5281/zenodo.15104263
DOI https://doi.org/10.5281/zenodo.15104263
Short DOI https://doi.org/g89722
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