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This study presents a Systematic Literature Review on Artificial Intelligence (AI) and Natural Language Processing (NLP) applications for customer support automation and digital service optimization. The review follows the PRISMA framework to ensure methodological rigor and transparency, focusing on literature published between 2020 and 2025 from the Scopus database. The findings reveal that AI-driven technologies, including Machine Learning, Deep Learning, and Large Language Models, have significantly improved efficiency, response time, and customer satisfaction in customer support and digital service. Common NLP applications include sentiment analysis, ticket classification, and automated response generation. Among these, hybrid and transformer-based models demonstrate superior accuracy and contextual understanding compared to traditional algorithms. However, several challenges persist, including data quality limitations, privacy and security concerns, algorithmic bias, and linguistic ambiguities such as sarcasm and negation. Moreover, issues related to trust and ethical adoption continue to influence user acceptance of AI systems. This review provides a comprehensive synthesis of current methodologies, trends, and research gaps, offering insights for future studies to develop explainable, secure, and human-centered AI systems that enhance the sustainability and transparency of digital customer support services.

This study enhances Jiang et al.'s compression-based classification algorithm by addressing its limitations in detecting semantic similarities between text documents. The proposed improvements focus on unigram extraction and optimized concatenation, eliminating reliance on entire document compression. By compressing extracted unigrams, the algorithm mitigates sliding window limitations inherent to gzip, improving compression efficiency and similarity detection. The optimized concatenation strategy replaces direct concatenation with the union of unigrams, reducing redundancy and enhancing the accuracy of Normalized Compression Distance (NCD) calculations. Experimental results across datasets of varying sizes and complexities demonstrate an average accuracy improvement of 5.73%, with gains of up to 11% on datasets containing longer documents. Notably, these improvements are more pronounced in datasets with high-label diversity and complex text structures. The methodology achieves these results while maintaining computational efficiency, making it suitable for resource-constrained environments. This study provides a robust, scalable solution for text classification, emphasizing lightweight preprocessing techniques to achieve efficient compression, which in turn enables more accurate classification.