Logistics AICS Strategy in the Context of Automation Aversion

• 1、School of Management, Wuhan University of Science and Technology,430065

Abstract：Artificial Intelligence Customer Service (AICS) systems are being widely adopted by online platforms; however, consumers\' automation aversion may undermine the effectiveness of their application. This study constructs a game-theoretic model in the context of a platform supply chain comprising one platform and two carriers, examining how factors such as consumers\' automation aversion, service quality sensitivity, and AICS usage rates influence the platform\'s AICS investment decisions and the carriers\' adoption choices.The results reveal three key findings:(1)In the case of unilateral AICS adoption (i.e., only one party adopts AICS), a high usage rate actually incentivizes the platform to increase investment. This leads to all three parties (the platform, the two carriers) achieving higher profits than the baseline scenario without AICS adoption, resulting in a win-win situation for all three parties.(2)In the case of bilateral AICS adoption (i.e., both carriers adopt AICS), a high usage rate fails to drive profit growth. Only when the usage rate is sufficiently low can both the platform and the carriers benefit collectively.(3)Strong consumers\' automation aversion offsets the profits brought by AICS, leaving both the platform and the carriers in a loss-making position (i.e., the costs of adoption outweigh the benefits).This research highlights the strategic leverage of AICS usage fees and the critical impact of consumers\' automation aversion. It provides practical insights for platforms and carriers to optimize their AICS application strategies.

Keywords： Supply Chain Management Artificial Intelligence Customer Service (AICS) Platform Supply Chain Consumers\' Automation Aversion AICS Adoption Strategy