Enhancing Customer Service Using Chatbot Application Through Artificial Intelligence

2020 ◽  
Vol 17 (4) ◽  
pp. 1633-1637
Author(s):  
M. Prabu ◽  
T. Sai Tarun ◽  
A. Shereef Naina Mohamed ◽  
A. Vijay
Keyword(s):  
Artificial Intelligence ◽  
Customer Service ◽  
Service Sector ◽  
Customer Relationship ◽  
Customer Interaction ◽  
Customer Services

In every service based or product based company customer services is considered to be an important sector to maintain customer relationship. This sector also consumes a lot of resources from the company both labor wise and money wise. In this sector the usage of resources are high due to the demand in the sector, A good company is defined how good is their customer service, Today most of the companies lack a good customer interaction, Hence to ease this process of customer services in this paper we propose to use A.I chatbot in the customer service sector. The result will be faster and more optimal customer service solutions.

scholarly journals Integration of Artificial Intelligence Technology Towards E-Services Among Online Clothing Websites

2019 ◽  
Vol 9 (2) ◽  
pp. 1562-1567
Keyword(s):  
Artificial Intelligence ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Tamil Nadu ◽  
Customer Relationship ◽  
Snowball Sampling ◽  
Customer Experience Management ◽  
Intelligence Services ◽  
Artificial Intelligence Technology ◽  
Tamil Nadu State

Online Apparel Industry is one of the growing industries among many other online markets. The industry is moving towards a major technological shift due to new and innovative tools such as Artificial Intelligence (AI), Virtual Reality (VR) and Augmented Reality (AR). Customer Experience Management is highly influenced by gaining customer satisfaction via integrated AI technology for providing efficient customer service. This study emphasizes the intervention of AI technology with online clothing websites such as Jabong and Myntra. The findings explore that Customer Relationship Management (CRM) Services, Personalization services, Visual Assistance and Fit Intelligence Services are enhanced from AI tools that lead to Customer Satisfaction and Customer Retention. The research utilized non-probability Judgmental Sampling and snowball sampling where the respondents belong to Tamil Nadu State and were genuine online customers who purchase clothes from online clothing websites

scholarly journals A Theoretical Perspective of Contract and Contractual Customer-Supplier Relationship in the Mobile Phone Service Sector

2017 ◽  
Vol 12 (7) ◽  
pp. 201 ◽  
Author(s):  
Muhammad Turki Alshurideh
Keyword(s):  
Relationship Marketing ◽  
Customer Service ◽  
Service Sector ◽  
Theoretical Perspective ◽  
Customer Relationship ◽  
Mobile Service ◽  
Service Firms ◽  
Supplier Relationships ◽  
Contractual Relationship ◽  
The Relationship

Both contracts and contractual relationships as concepts have been rarely discussed from scholars’ perfectives in the Relationship Marketing (RM) branch of learning. Reviewing these concepts in the customer-service sector adds value because the majority of mobile service firms are losing their current contracted customers at a significant rate despite practicing different RM activities to retain active ones. Thus, this study introduces the concept of Contractual Customer Relationship Marketing (C-CRM) for the first time to the RM field of study and discusses how to employ Contractual Relationship Marketing (C-RM) especially in the use of contractual bonds to establish, maintain and extend customer-supplier relationships.This study targets various issues that are interrelated to the use of contracts to maintain and retain valuable customers in the mobile service sector. To explore these issues, this paper focuses on extending an understanding of contracts and their use in the contractual customer-supplier relationships. This requires an overview of the study’s topic in section one, with section two outlining the study’s importance. Section three provides an overview of the contract meaning and section four explaining the main benefits of using business contracts. Section five discusses the importance of using contracts for customer retention, then section six considers the contractual use in renewable situations, section seven reviews the relationship between contract use and customer switching, section eight explains how to employ contracts in prolonging customer-supplier relationships, and, finally, the concluding remarks are made in section nine.

scholarly journals Prediction of Customer Churn on e-Retailing

2020 ◽  
Vol 8 (6) ◽  
pp. 5541-5545
Keyword(s):  
Customer Relationship ◽  
Churn Prediction ◽  
Customer Data ◽  
Customer Churn ◽  
Customer Interaction ◽  
Huge Impact ◽  
Business To Consumer ◽  
Past Data ◽  
Customer Services ◽  
And Behavior

The technology has always been an instigating factor in progress for human civilization which resulted in driving the customer services to a greater need. The enrichment of technology has amplified and embellished the customer interaction among various business to consumer sectors. These technological upgrading have a huge impact on the retail industry which is an ever-growing market with key competitors around the world. In a consortium of multiple competitors in the same business, the re-engagement of disinterested customers is essential rather than winning a new customer. The sustenance of a customer can be figure out by Churn Prediction. Churn prediction is a new promising method in customer relationship management to analyze customer retention in subscription-based business. It is the activity of identifying customer with a high probability to discontinue the company based on analyzing their past data and behavior. It looks at what kind of customer data are typically used, do some analysis of the features chosen, and initiate a churn prediction model. Thus, churn prediction is a valuable approach in identifying and profiling the customers at risk.

Bermuda Revisited?

2010 ◽  
Vol 37 (3) ◽  
pp. 378-403 ◽  
Author(s):  
Sharon C. Bolton ◽  
Maeve Houlihan
Keyword(s):  
Customer Service ◽  
Power Relations ◽  
Service Sector ◽  
Senior Management ◽  
Service Work ◽  
Power Failure ◽  
Sufficient Power ◽  
Customer Services ◽  
Frontline Service

This article charts changing power relations within customer services, focusing on frontline service sector managers (FLSSMs): what they do and how they do it. Although increasingly ghostlike in the sociology of customer service work, the FLSSM is a mediator of the often divergent interests of employees, senior management, and customers. Drawing on Kanter’s notion of power failure in management circuits, the article depicts a series of “triangle dramas” drawn from a variety of frontline settings that show how managers can be denied access to “lines of power.” The analysis questions the expectation that FLSSMs have sufficient power to resolve customer dissatisfactions or address structural failings.

Service Sector and Antecedents of Marketing Strategies for Emerging Markets

2017 ◽  
pp. 884-907
Author(s):  
Sumesh Singh Dadwal
Keyword(s):  
Emerging Markets ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Service Sector ◽  
Business Models ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Related Factors ◽  
Local Conditions

Emerging Markets are of huge interest not only to MNCs, but also to many national governments of developed and developing countries. The size and prospectus of opportunities and challenges of entering and promoting any business in general, and particularly services, has led to this special interest in emerging markets. Executives are interested in to know about appropriate strategies for performing better in the emerging markets such as India. To explore into the ways of various right strategic moves that are required to promote services in emerging markets, it is significant to understand the antecedents behind the choice of fitting marketing and servicing strategies. This chapter explores various concepts like customer service quality, services, marketing and brand related factors and customer relationship management and discusses these in global context in general and in Indian context in particular. The literature develops a conceptual framework that links a range of consumer behavior related and marketing concepts with Customer Relationship Management and ultimately with appropriate marketing strategies suitable for the emerging markets. The findings from literature and secondary research indicated that the companies are becoming more CRM oriented and adapting their business models to local conditions to promote their products and services in the emerging markets.

Empowering CRM Through Business Intelligence Applications

2018 ◽  
Vol 14 (4) ◽  
pp. 68-87 ◽  
Author(s):  
Mohamed Al-Zadjali ◽  
Kamla Ali Al-Busaidi
Keyword(s):  
Customer Service ◽  
Business Intelligence ◽  
Business Processes ◽  
Service Providers ◽  
Negative Impact ◽  
Positive Impact ◽  
Customer Relationship ◽  
High Rate ◽  
Customer Services ◽  
Customer Values

The application of business intelligence (BI) techniques for knowledge discovery and decision support empowers organizations in different functions. This article examines the impacts of BI on customer relationship management (CRM) functions (marketing, sales and customer services) in the telecommunications sector. The literature found that BI application in CRM in a telecommunications context is limited but necessary due to the high rate of competition between service providers and the massive data generated by subscribers. This study surveyed employees' perspectives from telecommunications companies in Oman, and results demonstrated mixed impacts. First, the results showed that implementing BI in marketing has a positive impact on business processes values, customer values, but a negative impact on employees' values. Second, implementing BI in sales has a positive impact on financial values and employees' values, but a negative impact on business processes values, and customers' values. Finally, implementing BI in customer service has a positive impact on employees' values. The study provides valuable guidelines for practitioners in the area of CRM, BI, and telecommunications to help understand why to invest in BI in specific CRM functions.

The Expantion Model of Customer Service on Internet

2017 ◽  
Vol 6 (10) ◽  
pp. 38
Author(s):  
Jonas Žaptorius
Keyword(s):  
Customer Service ◽  
Influence Factors ◽  
Main Idea ◽  
Customer Relationship ◽  
Commercial Development ◽  
Modern Approach ◽  
Customer Expectations ◽  
Customer Services ◽  
Service Standards

The main idea of this article is devoted to the online customer service issues, to explore the quality of key factors and their impact on customer service quality. Several influence factors such as companies focus on customer service, creation of customer service standards, human resources, customer relationship management will be identified and analyzed. The efficient customers service online is determined by such factors as a speed of response to electronic requests, the qualification of personnel, used customer service tools, call centers, standards of customer service and recourses in compliance with the standards of the real situation.Analysis of e-business situation in Lithuania is reviewed. Reasons that oppose this type of commercial development were identified. A questionnaire filled by customers allows us to analyze the quality of online services. The key customer expectations and problems were identified. During the investigations of quality insurances project for improvement of proposals and communication was prepared. The model is applied to companies operating on the Internet. In order to successfully apply this model, organizations need to focus on customers, modern approach to customer services, and provision of support over Internet and usage of international technologies for service processing.

scholarly journals Artificial Intelligence – A Revolutionizing Factor in E-Commerce

2020 ◽  
Vol 06 (9S) ◽  
pp. 14-19
Author(s):  
Prof. Saravanan K and Pooja Shri K
Keyword(s):  
Artificial Intelligence ◽  
Customer Service ◽  
Time Saving ◽  
Effective Utilization ◽  
Intelligence Services ◽  
Trend Forecasting ◽  
Financial Decision ◽  
Customer Services ◽  
Using Data ◽  
Near Future

The future of industries is currently more dependent upon its presence on online platforms. This online presence not only visualizes, promotes, or advertises your brand but also helps in gaining huge customers. Also, customers are now gradually turning their interests towards online shopping which are easier, time-saving, and more personalized compared to the conventional practice of visiting physical stores. So one of the most popularizing and crucial tools used by e-commerce brands to attract people is through their artificial intelligence services. AI is constantly changing and updating the world of e-commerce in terms of its customer service and experience. Effective utilization of AI can aid in identifying concealed insights, trend forecasting, and beneficial financial decision making. AI has influenced the traditional way of replenishment and merchandising by simply using data analytics to indicate which product has to be replenished and which has to be discounted. According to a recent report of "Business Insider" predicts that about 85% of the customer services will be handled by AI-powered bots which can immediately respond to calls, chats, and emails with almost no human intervention. This paper encompasses the various AI tools empowered by the e-retail brands to attract their customers, the various ways by which AI influences both the retailer and the customer, and successful e-retail brands that employed AI for their advancement. In addition to this, the paper discusses how AI is going to dominate the e-commerce venture in the near future.

Service Sector and Antecedents of Marketing Strategies for Emerging Markets

2017 ◽  
pp. 1-31
Author(s):  
Sumesh Singh Dadwal
Keyword(s):  
Emerging Markets ◽  
Customer Service ◽  
Customer Relationship Management ◽  
Service Sector ◽  
Business Models ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Related Factors ◽  
Local Conditions

Emerging Markets are of huge interest not only to MNCs, but also to many national governments of developed and developing countries. The size and prospectus of opportunities and challenges of entering and promoting any business in general, and particularly services, has led to this special interest in emerging markets. Executives are interested in to know about appropriate strategies for performing better in the emerging markets such as India. To explore into the ways of various right strategic moves that are required to promote services in emerging markets, it is significant to understand the antecedents behind the choice of fitting marketing and servicing strategies. This chapter explores various concepts like customer service quality, services, marketing and brand related factors and customer relationship management and discusses these in global context in general and in Indian context in particular. The literature develops a conceptual framework that links a range of consumer behavior related and marketing concepts with Customer Relationship Management and ultimately with appropriate marketing strategies suitable for the emerging markets. The findings from literature and secondary research indicated that the companies are becoming more CRM oriented and adapting their business models to local conditions to promote their products and services in the emerging markets.

scholarly journals A Survey of Chatbot creation tools for non-coder

2020 ◽  
Author(s):  
Asia Hamdan Al-Sinani ◽  
Bayan Said Al-Saidi
Keyword(s):  
Artificial Intelligence ◽  
Natural Language ◽  
Open Source ◽  
Customer Service ◽  
Operating Systems ◽  
Human Life ◽  
Low Cost ◽  
Customer Services

Chatbot is a natural language conversation which is considered a major revolution in customer service automation. Chatbot is an application of artificial intelligence that has a big role in saving time and effort by automating different aspect of human life. AI framework has several tools that help the non-coder to develop the Chabot for the organization.  The Chatbot becomes good solution for many organizations to communicate with their customers and to increase their productivity by serving the customers for 24x7.  This will help the organization to achieve customer services with low cost. This paper give glimpses on different AI framework tools, a survey is conducted to facilitate the non-coder to select the tools from the array of open source and proprietary tools.  There are a lot of open source tools, each one has different features. Additionally, some of them are useful for coder and others do not require any coding experience also they are capable to be used in different devices with different operating systems. The flexibility that is within using tools to develop the Chatbot without coding knowledge and integrated in different platform is attractive concept for each one.  Thereby this survey will help the non-coder to develop the Chabot without undergoing to learn the programming aspect of developing the Chatbot

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