Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention

As ever-increasing advances in automation and artificial intelligence solutions create more opportunities for businesses to streamline their operations, the key challenges for managers are to identify the appropriate use cases for automation solutions in their organisations and to integrate the solution effectively to meet the objectives of both the firm and its employees. This case study examines the impact of implementing a machine-learning robotic process automation (RPA) solution that is aimed at reducing manual data entry tasks for employees in a financial services firm. The study employed an action research approach to follow a single team in the firm before and after the RPA implementation — a period of six months. The findings showed that RPA improved productivity in the team and created more positive work experiences for employees, as they had more time to dedicate to creative, cognitive, and customer service tasks. The study also found that the roles of employees were being redefined during the integration process, with employees reporting a high potential for broader transformation in the business as a result of the RPA implementation.

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Artificial Intelligence in Accounting and Finance: Meta-Analysis

NUST Business Review ◽

10.37435/nbr21032502 ◽

2021 ◽

Vol 3 (1) ◽

pp. 56-79

Author(s):

Oguljan Berdiyeva ◽

Muhammad Umar Islam ◽

Mitra Saeedi

Keyword(s):

Artificial Intelligence ◽

Customer Service ◽

Intelligent Agents ◽

Meta Analysis ◽

Traditional System ◽

Finance Industry ◽

Key Points ◽

Artificial Intelligence Technology ◽

The Impact ◽

Artificial Intelligence Systems

The use of the traditional system is declined greatly and with a modernization of the accounting and finance process there have been a great deal of change, and these improvements are beneficial to the accounting and finance industry. Adopting Artificial Intelligence applications such as Expert systems for audit and tax, Intelligent Agents for customer service, Machine Learning for decision making, etc. can lead a great benefit by reducing errors and increasing the efficiency of the accounting and finance processes. To keep ensuring a transparent and replicable process, we have conducted a meta-analysis. The database search was between the years 1989-2020 and reviewed 150 research papers. As meta-analysis results show, the majority of researches illustrate a positive effect of the impact of AI systems in the accounting and finance process. Key points:  Meta-Analysis has been applied for emphasizing positive results of the impact of Artificial Intelligence systems in the Accounting and Finance process.  Implementing Artificial Intelligence systems in Accounting and Finance process can increase the efficiency of the process.  Artificial Intelligence technology has been influential in all the areas of accounting, which are especially concerned with knowledge

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Toward a Chatbot for Financial Sustainability

Sustainability ◽

10.3390/su13063173 ◽

2021 ◽

Vol 13 (6) ◽

pp. 3173

Author(s):

Sewoong Hwang ◽

Jonghyuk Kim

Keyword(s):

Artificial Intelligence ◽

Customer Service ◽

Real Life ◽

New Product ◽

Financial Sustainability ◽

Age Group ◽

Net Income ◽

Policy Alternatives ◽

Financial Soundness ◽

The Impact

This study examines technology effectiveness for industry demand in which artificial intelligence (AI) is applied in the financial sector. It summarizes prior studies on chatbot and customer service and investigates theories on acceptance attitudes for innovative technologies. By setting variables, the study examines bank revenue methodologically and assesses the impact of customer service and chatbot on bank revenues through customer age classification. The results indicate that new product-oriented funds or housing subscription savings are more suitable for purchase through customer service than through chatbot. However, services for existing products through chatbot positively affect banks’ net income. When classified by age, purchases by the majority age group in the channel positively affect bank profits. Finally, there is a tendency to process small banking transactions through the chatbot system, which saves transaction and management costs, positively affecting profits. Through empirical analysis, we first examine the effect of an AI-based chatbot system implemented to strengthen financial soundness and suggest policy alternatives. Second, we use banking data to increase the study’s real-life applicability and prove that problems in customer service can be solved through a chatbot system. Finally, we investigate how resistance to technology can be reduced and efficiently accommodated.

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THE IMPACT OF CONSPICUOUS CONSUMPTION AND PERCEIVED VALUE ON NEW PRODUCT ADOPTION INTENTION THE MODERATING ROLE OF CREATIVITYSEEKING PERSONALITY

Global Fashion Management Conference ◽

10.15444/gfmc2017.02.08.02 ◽

2017 ◽

Vol 2017 ◽

pp. 158-162

Author(s):

Meixiang Cui ◽

◽

Subin Im

Keyword(s):

Perceived Value ◽

Conspicuous Consumption ◽

New Product ◽

Product Adoption ◽

New Product Adoption ◽

The Impact ◽

Moderating Role ◽

Adoption Intention

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Interpretation of the impact parameter of acid-base status and electrolytes in blood gas analysis in the pulmonary system using artificial intelligence techniques

Computer Science and Systems Engineering ◽

10.2495/csse140691 ◽

2015 ◽

Author(s):

E. Beganović ◽

Z. Avdagić ◽

S. Omanović

Keyword(s):

Artificial Intelligence ◽

Impact Parameter ◽

Blood Gas Analysis ◽

Gas Analysis ◽

Blood Gas ◽

Acid Base ◽

Artificial Intelligence Techniques ◽

Pulmonary System ◽

Acid Base Status ◽

The Impact

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THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

Business Management Journal ◽

10.30813/bmj.v9i1.686 ◽

2017 ◽

Vol 9 (1) ◽

Author(s):

Debby Arisandi

Keyword(s):

Service Quality ◽

Customer Service ◽

Service Provider ◽

Brand Loyalty ◽

Service Industry ◽

Positive Impact ◽

Relevant Literature ◽

Field Research ◽

Main Research ◽

The Impact

Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.Keywords- Seluler Services, Brand Loyalty, Service Quality

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Trading faces: Complete AI face doubles avoid the uncanny valley

10.31234/osf.io/pykjr ◽

2020 ◽

Author(s):

Christopher Welker ◽

David France ◽

Alice Henty ◽

Thalia Wheatley

Keyword(s):

Artificial Intelligence ◽

Sexual Orientation ◽

Uncanny Valley ◽

Torture Survivors ◽

The Uncanny ◽

The Creation ◽

Full Face ◽

The Impact

Advances in artificial intelligence (AI) enable the creation of videos in which a person appears to say or do things they did not. The impact of these so-called “deepfakes” hinges on their perceived realness. Here we tested different versions of deepfake faces for Welcome to Chechnya, a documentary that used face swaps to protect the privacy of Chechen torture survivors who were persecuted because of their sexual orientation. AI face swaps that replace an entire face with another were perceived as more human-like and less unsettling compared to partial face swaps that left the survivors’ original eyes unaltered. The full-face swap was deemed the least unsettling even in comparison to the original (unaltered) face. When rendered in full, AI face swaps can appear human and avoid aversive responses in the viewer associated with the uncanny valley.

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