Chatbot for Online Customer Service

2021 ◽  
pp. 16-31
Author(s):  
Ree Chan Ho
Keyword(s):  
Artificial Intelligence ◽  
Conceptual Framework ◽  
Knowledge Sharing ◽  
Mobile Devices ◽  
Customer Service ◽  
Customer Engagement ◽  
Service Satisfaction ◽  
Integrative Framework ◽  
Trust Theory ◽  
Shed Light

Chatbot has become popular in recent years due to the advancements in artificial intelligence and other underlying technologies. Likewise, increased internet interactivity and smarter mobile devices have specifically attracted more consumers to pursue superior and personalized customer service. The aim of this chapter was therefore to better understand the use of chatbots by online businesses to shed light on its effect on customer service satisfaction. The commitment trust theory served as the underlying theoretical foundation for the conceptual framework of this study. It explored the relationships among trust, commitment, service quality, and technology towards the use of chatbots. Subsequently, customer engagement gained has influenced the knowledge sharing and the referral to other customers. This chapter presented an integrative framework for predicting the use of chatbots to enhance customer bonding with firms. The main contribution was the list of antecedents needed to improve customer engagement in the implementation of chatbots.

scholarly journals A Conceptual Framework on Defining Businesses Strategy for Artificial Intelligence

2020 ◽  
Vol 16 (3) ◽  
pp. 175-206
Author(s):  
Salih Caner ◽  
Feyza Bhatti
Keyword(s):  
Artificial Intelligence ◽  
Literature Review ◽  
Conceptual Framework ◽  
Customer Service ◽  
Business Strategy ◽  
Cost Reduction ◽  
Major Elements ◽  
Service Cost ◽  
Technological Developments ◽  
Business Functions

The technological developments on artificial intelligence (AI) are going to diffuse in all scales of firms in different industries. AI is increasingly used in diverse business functions, including marketing, customer service, cost reduction, and product improvement. Although there exists a large number of studies on AI, those focusing on the businesses are rather rare, and there is no holistic conceptual framework that brings the information on defining AI business strategy. The aim of this paper is to develop a conceptual framework on defining AI business strategy through a systematic literature review (SLR) of research conducted between 2015 and 2019. Consolidating business and technical views of AI, the paper discusses the major elements of AI in business like abilities and limitations of AI, economics and AI, business functions and AI, workforce, industries and AI, and regulations and ethics of AI on defining AI business strategy.

scholarly journals Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework

2020 ◽  
Author(s):  
Rodrigo Perez-Vega ◽  
Valtteri Kaartemo ◽  
Cristiana R. Lages ◽  
Niloofar Borghei Razavi ◽  
Jaakko Männistö
Keyword(s):  
Artificial Intelligence ◽  
Conceptual Framework ◽  
Customer Engagement ◽  
Engagement Behavior

One-Voice Strategy for Customer Engagement

2020 ◽  
pp. 109467052091026 ◽  
Author(s):  
Jagdip Singh ◽  
Satish Nambisan ◽  
R. Gary Bridge ◽  
Jürgen Kai-Uwe Brock
Keyword(s):  
Artificial Intelligence ◽  
Conceptual Framework ◽  
Interaction Space ◽  
Customer Engagement ◽  
Service Firms ◽  
Firm Capabilities ◽  
Research And Practice ◽  
Machine Age ◽  
Research Questions ◽  
Core Capabilities

Machine-age technologies, including automation, robotics, and artificial intelligence, are profoundly expanding the variety of service interfaces and therefore the possible ways that customers and firms can interact across customer journeys. This expansion challenges service firms’ capabilities to deliver coherent streams of interactions for effective customer engagement. This article develops a conceptual framework of firm capabilities that enable firms to operate with “one voice” to deliver seamless, harmonious, and reliable interactions across diverse interfaces in a customer journey. The proposed framework integrates three themes: (1) service interaction space to capture the interrelationship among devices, interfaces, interactions, and journeys; (2) learning and coordination as core capabilities for generating and using intelligence, respectively, to enhance customer engagement in subsequent interactions; and (3) one-voice strategy to configure learning and coordination capabilities in combinations that meet conditions of fitness and equifinality for effective customer engagement. We provide several research questions and priorities to guide research and practice.

A Politics of Intensity: Some Aspects of Acceleration in Simondon and Deleuze

2017 ◽  
Vol 11 (4) ◽  
pp. 498-517
Author(s):  
Yuk Hui ◽  
Louis Morelle
Keyword(s):  
Conceptual Framework ◽  
The Other ◽  
Generic Concept ◽  
Philosophical Thought ◽  
Ontological Ground ◽  
Shed Light

This article aims to clarify the question of speed and intensity in the thoughts of Simondon and Deleuze, in order to shed light on the recent debates regarding accelerationism and its politics. Instead of starting with speed, we propose to look into the notion of intensity and how it serves as a new ontological ground in Simondon's and Deleuze's philosophy and politics. Simondon mobilises the concept of intensity to criticise hylomorphism and substantialism; Deleuze, taking up Simondon's conceptual framework, repurposes it for his ontology of difference, elevating intensity to the rank of generic concept of being, thus bypassing notions of negativity and individuals as base, in favour of the productive and universal character of difference. In Deleuze, the correlation between intensity and speed is fraught with ambiguities, with each term threatening to subsume the other; this rampant tension becomes explicitly antagonistic when taken up by the diverse strands of contemporary accelerationism, resulting in two extreme cases in the posthuman discourse: either a pure becoming, achieved through destruction, or through abstraction that does away with intensity altogether; or an intensity without movement or speed, that remains a pure jouissance. Both cases appear to stumble over the problem of individuation, if not disindividuation. Hence, we wish to raise the following question: in what way can one think of an accelerationist politics with intensity, or an intensive politics without the fetishisation of speed? We consider this question central to the interrogation of the limits of acceleration and posthuman discourse, thus requiring a new philosophical thought on intensity and speed.

Butinage: The Art of Religious Mobility

2021 ◽  
Author(s):  
Yonatan N Gez ◽  
Yvan Droz ◽  
Jeanne Rey ◽  
Edio Soares
Keyword(s):  
Conceptual Framework ◽  
Religious Practice ◽  
Ethnographic Research ◽  
Religious Institutions ◽  
Foraging Activity ◽  
French Word ◽  
Pollinating Insects ◽  
Shed Light

Based on comparative ethnographic research in four countries and three continents, Butinage: The Art of Religious Mobility explores the notion of "religious butinage" as a conceptual framework intended to shed light on the dynamics of everyday religious practice. Derived from the French word butiner, which refers to the foraging activity of bees and other pollinating insects, this term is employed by the authors metaphorically to refer to the "to-ing and fro-ing" of believers between religious institutions.

scholarly journals Human-Centered Artificial Intelligence for Designing Accessible Cultural Heritage

2021 ◽  
Vol 11 (2) ◽  
pp. 870
Author(s):  
Galena Pisoni ◽  
Natalia Díaz-Rodríguez ◽  
Hannie Gijlers ◽  
Linda Tonolli
Keyword(s):  
Artificial Intelligence ◽  
Literature Review ◽  
Cultural Heritage ◽  
Conceptual Framework ◽  
Interaction Design ◽  
Participatory Design ◽  
Future Directions ◽  
Heritage Sites ◽  
Review Analysis

This paper reviews the literature concerning technology used for creating and delivering accessible museum and cultural heritage sites experiences. It highlights the importance of the delivery suited for everyone from different areas of expertise, namely interaction design, pedagogical and participatory design, and it presents how recent and future artificial intelligence (AI) developments can be used for this aim, i.e.,improving and widening online and in situ accessibility. From the literature review analysis, we articulate a conceptual framework that incorporates key elements that constitute museum and cultural heritage online experiences and how these elements are related to each other. Concrete opportunities for future directions empirical research for accessibility of cultural heritage contents are suggested and further discussed.

scholarly journals Responsible Urban Innovation with Local Government Artificial Intelligence (AI): A Conceptual Framework and Research Agenda

2021 ◽  
Vol 7 (1) ◽  
pp. 71
Author(s):  
Tan Yigitcanlar ◽  
Juan M. Corchado ◽  
Rashid Mehmood ◽  
Rita Yi Man Li ◽  
Karen Mossberger ◽  
...  
Keyword(s):  
Artificial Intelligence ◽  
Local Government ◽  
Conceptual Framework ◽  
Research Agenda ◽  
Future Studies ◽  
Expert Team ◽  
Research Questions ◽  
Urban Problems ◽  
Technological Opportunities ◽  
Made In

The urbanization problems we face may be alleviated using innovative digital technology. However, employing these technologies entails the risk of creating new urban problems and/or intensifying the old ones instead of alleviating them. Hence, in a world with immense technological opportunities and at the same time enormous urbanization challenges, it is critical to adopt the principles of responsible urban innovation. These principles assure the delivery of the desired urban outcomes and futures. We contribute to the existing responsible urban innovation discourse by focusing on local government artificial intelligence (AI) systems, providing a literature and practice overview, and a conceptual framework. In this perspective paper, we advocate for the need for balancing the costs, benefits, risks and impacts of developing, adopting, deploying and managing local government AI systems in order to achieve responsible urban innovation. The statements made in this perspective paper are based on a thorough review of the literature, research, developments, trends and applications carefully selected and analyzed by an expert team of investigators. This study provides new insights, develops a conceptual framework and identifies prospective research questions by placing local government AI systems under the microscope through the lens of responsible urban innovation. The presented overview and framework, along with the identified issues and research agenda, offer scholars prospective lines of research and development; where the outcomes of these future studies will help urban policymakers, managers and planners to better understand the crucial role played by local government AI systems in ensuring the achievement of responsible outcomes.

Automatic Story Generation

2021 ◽  
Vol 54 (5) ◽  
pp. 1-38
Author(s):  
Arwa I. Alhussain ◽  
Aqil M. Azmi
Keyword(s):  
Artificial Intelligence ◽  
Automatic Generation ◽  
Evaluation Methods ◽  
Extensive Study ◽  
Computational Creativity ◽  
Story Generation ◽  
To Receive ◽  
Shed Light

Computational generation of stories is a subfield of computational creativity where artificial intelligence and psychology intersect to teach computers how to mimic humans’ creativity. It helps generate many stories with minimum effort and customize the stories for the users’ education and entertainment needs. Although the automatic generation of stories started to receive attention many decades ago, advances in this field to date are less than expected and suffer from many limitations. This survey presents an extensive study of research in the area of non-interactive textual story generation, as well as covering resources, corpora, and evaluation methods that have been used in those studies. It also shed light on factors of story interestingness.

scholarly journals JUSTIFIED BELIEF IN A DIGITAL AGE: ON THE EPISTEMIC IMPLICATIONS OF SECRET INTERNET TECHNOLOGIES

Episteme ◽  
2013 ◽  
Vol 10 (2) ◽  
pp. 117-134 ◽  
Author(s):  
Boaz Miller ◽  
Isaac Record
Keyword(s):  
Conceptual Framework ◽  
Search Engines ◽  
Digital Age ◽  
Epistemic Responsibility ◽  
Modes Of Operation ◽  
Internet Technologies ◽  
Justified Belief ◽  
The Subject ◽  
Shed Light ◽  
Justificatory Status

AbstractPeople increasingly form beliefs based on information gained from automatically filtered internet sources such as search engines. However, the workings of such sources are often opaque, preventing subjects from knowing whether the information provided is biased or incomplete. Users' reliance on internet technologies whose modes of operation are concealed from them raises serious concerns about the justificatory status of the beliefs they end up forming. Yet it is unclear how to address these concerns within standard theories of knowledge and justification. To shed light on the problem, we introduce a novel conceptual framework that clarifies the relations between justified belief, epistemic responsibility, action and the technological resources available to a subject. We argue that justified belief is subject to certain epistemic responsibilities that accompany the subject's particular decision-taking circumstances, and that one typical responsibility is to ascertain, so far as one can, whether the information upon which the judgment will rest is biased or incomplete. What this responsibility comprises is partly determined by the inquiry-enabling technologies available to the subject. We argue that a subject's beliefs that are formed based on internet-filtered information are less justified than they would be if she either knew how filtering worked or relied on additional sources, and that the subject may have the epistemic responsibility to take measures to enhance the justificatory status of such beliefs.

Sign in / Sign up

Export Citation Format

Share Document