scholarly journals Scene Understanding Technology of Intelligent Customer Service Robot Based on Deep Learning

2021 ◽  
Vol 2066 (1) ◽  
pp. 012049
Author(s):  
Jianfeng Zhong
Keyword(s):  
Deep Learning ◽  
Customer Service ◽  
Traditional Method ◽  
Scene Understanding ◽  
Value Added ◽  
Service Robots ◽  
Service Robot ◽  
Similarity Threshold ◽  
Service Staff ◽  
Better Than

Abstract As a value-added service that improves the efficiency of online customer service, customer service robots have been well received by sellers in recent years. Because the robot strives to free the customer service staff from the heavy consulting services in the past, thereby reducing the seller’s operating costs and improving the quality of online services. The purpose of this article is to study the intelligent customer service robot scene understanding technology based on deep learning. It mainly introduces some commonly used models and training methods of deep learning and the application fields of deep learning. Analyzed the problems of the traditional Encoder-Decoder framework, and introduced the chat model designed in this paper based on these problems, that is, the intelligent chat robot model (T-DLLModel) obtained by combining the neural network topic model and the deep learning language model. Conduct an independent question understanding experiment based on question retelling and a question understanding experiment combined with contextual information on the dialogue between online shopping customer service and customers. The experimental results show that when the similarity threshold is 0.4, the method achieves better results, and an F value of 0.5 is achieved. The semantic similarity calculation method proposed in this paper is better than the traditional method based on keywords and semantic information, especially when the similarity threshold increases, the recall rate of this paper is significantly better than the traditional method. The method in this article has a slightly better answer sorting effect on the real customer service dialogue data than the method based on LDA.

Assessment of Service Skills in the Companies Providing with Leisure Facilities: Research in Customer Approach

2014 ◽  
Vol 5 (1) ◽  
pp. 12-25
Author(s):  
Biruta Švagždienė ◽  
Kristina Grigaite ◽  
Edmundas Jasinskas
Keyword(s):  
Customer Service ◽  
Development Process ◽  
Working Hours ◽  
Service Companies ◽  
Complex Element ◽  
Service Staff ◽  
Leisure Facilities ◽  
Organizational Rules ◽  
Culture Development ◽  
A Company

Abstract On the plane of human capital theories –staff is considered being the most significant resource in a company. The implication is that a company has to take care of employees’ competence, their approach towards work, perception and assumption of responsibility, liabilities to a company, etc. Such an approach towards staff is particularly meaningful for service companies, the employees of which are indentified not only with the very company, but also with the service by customers. Consequently, the employees, oriented towards a customer, can become a meaningful condition of competitive advantage (L. Bagdonienė, 2008). Service is more and more influencing companies’ business. The process of service skills is a significant and complex element of customer service culture development. According to L. Žalys (2002) it can be described as endless and constantly going on in the certain stages process, which possesses distinctive operation technologies. Good relationship with customers and their loyalty is built exactly under the development process of customer service, as it is one of the sales service staff functions. Development process of customer service: to satisfy customers’ needs and requirements. Significant organizational culture is directed towards customer service based on corresponding organizational rules and procedures, practical skills and abilities. The level of the service process depends on the professionalism of the service staff taking care of a customer, communication, responsibility, responsibility and competences. For the assessment of service there are additionally applied two criteria: solution of service problems, and company’s policy in solution of service problems. In the research related to the formation and management of service skills, there are researched assessment criteria for service skills: external image/outlook of the companies, which provide with leisure service, locations and working hours, information about service and their prices, delivery of service, service staff’s appearance, staff’s qualification and attention to constant customers.

The Order of Service: The Practical Management of Customer Interaction

2004 ◽  
Vol 9 (4) ◽  
pp. 28-49 ◽  
Author(s):  
Barry Brown
Keyword(s):  
Social Interaction ◽  
Customer Service ◽  
Video Data ◽  
Ability To Work ◽  
Part List ◽  
Rhetorical Devices ◽  
Customer Interaction ◽  
Practical Management ◽  
Service Staff ◽  
Economic Markets

This paper discusses a pervasive yet neglected form of social interaction, that between service staff and customers. Observational and video data from two different shop settings are used to explore three aspects of service interactions. First, queues are discussed, a mundane yet massively prevalent device for managing when and how customers are served. Queues depend on customers ability to ‘work the queue’, to be able to see who is queuing and their place in the queue. This rests not only on the recognition of queuing behaviour, but also its production by those queuing. Second, artefacts in shop settings have not only a material role, but are resources used in interaction. The shop counter is both a surface to place goods, and a shared interactional space between customer and staff where the placement of goods has meaning for the interaction. Third, staff and customers manage their interactions using rhetorical devices, such as using three part list display can be used to show the validity of advice being given. From these observations we draw two conclusions: Behaviour in service settings has a strong moral component in that divergences from correct behaviour (such as queue skipping) are quickly sanctioned. This morality is from those in the setting, rather than an analyst's judgement, suggesting that the morality of economic markets can be studied as an endogenous feature of those markets. Second, customer service relies upon a prevalent yet powerful ‘ordinary vision’ - the skills of seeing, but also producing, the predictable actions that make up the order of service.

scholarly journals Design of Intelligent Customer Service Report System Based on Automatic Speech Recognition and Text Classification

2021 ◽  
Vol 295 ◽  
pp. 01064
Author(s):  
Yunlong Zou ◽  
Xiangyu Liu ◽  
Hongyan Xu ◽  
Yingzhe Hou ◽  
Jialiang Qi
Keyword(s):  
Speech Recognition ◽  
Knowledge Base ◽  
Customer Service ◽  
Automatic Speech Recognition ◽  
Text Classification ◽  
Difficult Problem ◽  
Intelligent Network ◽  
Dynamic Tracking ◽  
Service Staff ◽  
Report System

In combination with features such as intensive labor and speech in the customer service report field, this paper discusses the design of a customer service report system based on artificial intelligence automatic speech recognition technology and big data text classification technology. The proposed system realizes functions like a flat IVR menu, quick transcription and input of work orders, dynamic tracking of failure hotspots, automatic classification and accumulation of the knowledge base, speech emotion detection and real-time supervision of service quality, and it can improve the user experience and reduce the labor strengths of customer service staff. The automatically accumulated knowledge base can further assist with feedback to resolve the difficult problem that the emerging intelligent network Q&A and intelligent robots rely on a manually summarized knowledge base.

scholarly journals Local vs. Avatar Robot: Performance and Perceived Workload of Service Encounters in Public Space

2021 ◽  
Vol 8 ◽  
Author(s):  
Jun Baba ◽  
Sichao Song ◽  
Junya Nakanishi ◽  
Yuichiro Yoshikawa ◽  
Hiroshi Ishiguro
Keyword(s):  
Public Space ◽  
Customer Service ◽  
Service Encounters ◽  
Remote Work ◽  
Work Style ◽  
Service Staff ◽  
Significant Difference ◽  
Perceived Workload ◽  
Robot Performance

In recent years, the demand for remote services has increased with concerns regarding the spread of infectious diseases and employees’ quality of life. Many attempts have been made to enable store staff to provide various services remotely via avatars displayed to on-site customers. However, the workload required on the part of service staff by the emerging new work style of operating avatar robots remains a concern. No study has compared the performance and perceived workload of the same staff working locally versus remotely via an avatar. In this study, we conducted an experiment to identify differences between the performance of in-person services and remote work through an avatar robot in an actual public space. The results showed that there were significant differences in the partial performance between working via an avatar and working locally, and we could not find significant difference in the overall performance. On the other hand, the perceived workload was significantly lower when the avatar robot was used. We also found that customers reacted differently to the robots and to the in-person participants. In addition, the workload perceived by operators in the robotic task was correlated with their personality and experience. To the best of our knowledge, this study is the first investigation of both performance and workload in remote customer service through robotic avatars, and it has important implications for the implementation of avatar robots in service settings.

scholarly journals Improving the Accuracy of Text Classification using Stemming Method, A Case of Informal Indonesian Conversation

2020 ◽  
Author(s):  
Rianto Rianto ◽  
Achmad Benny Mutiara ◽  
Eri Prasetyo Wibowo ◽  
Paulus Insap Santosa
Keyword(s):  
Customer Service ◽  
Text Classification ◽  
Formal Language ◽  
Text Processing ◽  
Support Vector ◽  
Symbol System ◽  
Verbal Language ◽  
Linguistic Rules ◽  
Service Staff ◽  
Airline Ticket

Abstract As social beings, humans always interact with one another using either verbal or non-verbal language. Language is an arbitrary sound-symbol system, which is used by members of a community to cooperate, interact, and identify themselves. Indonesian language is classified into two categories, namely formal and non-formal. The former meets the grammatical standard as prescribed by linguistic rules of the language, while the latter tends to deviate it. In daily communication, however, non-formal language is more intensively used because they are more practical and easier to understand. With this tendency, non-formal language causes problems in linguistic computation because most linguistic computations use formal standard languages that already have standardized rules. This research aims to develop a dynamic Indonesian closed corpus related to airline ticket reservation, namely "Incorbiz". The "Incorbiz" will be used as stemming tool for formal and non-formal Indonesian. Text processing, text normalization, and auto-update data were proposed in this research. This research also compared two stemming techniques i.e. "Sastrawi" and "Incorbiz" to process the 30-sample dataset. The algorithm used to process the classification is Support Vector Machine (SVM). The data used to develop the "Incorbiz" were taken from conversations between customer service staff and consumers in airline ticket reservations. The result showed that "Incorbiz" had higher accuracy than "Sastrawi" on 0.89 and 0.67, respectively.

scholarly journals Communication self-efficacy in optometry: the mediating role of mindfulness

2016 ◽  
Vol 9 (2) ◽  
pp. 8-12 ◽  
Author(s):  
Vibeke Sundling ◽  
Sandra Van Dulmen ◽  
Hilde Eide
Keyword(s):  
Customer Service ◽  
Communication Skills ◽  
Self Efficacy ◽  
Skills Training ◽  
Cross Sectional ◽  
Clear Cut ◽  
Mediating Role ◽  
Sum Score ◽  
Cross Sectional Design ◽  
Retail Setting

The aim of this study was to examine the relationship between optometry students’ communication self-efficacy and their level of mindfulness and empathy. The study had a cross-sectional design. The sample included qualified optometrists in their first year of the Masters’ degree programme. The students reported level of communication self-efficacy, empathy and mindfulness by responding to three questionnaires: Ammentorp’s Clear-Cut Communication with Patients, Jefferson Scale of Empathy, and Mindful Attention Awareness Scale. Thirty-three students participated. The communication self-efficacy sum score was 111 (95% CI 106 to 116), the empathy sum score was 107 (95% CI 103 to 111) and the mindfulness sum score was 52 (95% CI 103 to 111). There was a significant positive correlation between communication self-efficacy and mindfulness (r = 0.295, n = 29, p = 0.029), but not between communication self-efficacy and empathy. Mindfulness correlates with communication self-efficacy. Mindfulness could therefore be important in training communication skills and could contribute to the effect of communication skills training. Most optometrists provide services in a retail setting, linking person-centred communication and care, evidence-based medicine, product technology and customer service. Further studies should explore how communication self-efficacy, explicit and tactic knowledge, empathy, mindfulness, emotional intelligence, patient satisfaction and customer service relate to communication and patientcentred care.

scholarly journals ‘Whose Line Is It Anyway?’ Using Improvisation to Hone Library Employees’ Customer Service Skills

2020 ◽  
Vol 43 ◽  
Author(s):  
Emy Nelson Decker
Keyword(s):  
Customer Service ◽  
Communication Skills ◽  
Team Building ◽  
Team Cohesion ◽  
Library Users ◽  
Interpersonal Engagement ◽  
Special Library ◽  
Library Staff ◽  
Essential Skills ◽  
Service Interactions

Improvisation is an effective tool for developing actors’ skills. It is also a powerful tool for enhancing customer service skills in the contemporary academic, public, or special library environment. Interactions between library users and librarians / library staff can often be complicated and require excellent listening and communication skills. This article explores how improvisation training can help reinforce customer service skills while also enhancing team building, team cohesion, and interpersonal engagement skills for these library employees. Such exercises are not only enjoyable and entertaining for library employees, they also help develop essential skills which enhance their customer service interactions. 

scholarly journals Exploring the UK high street retail experience: is the service encounter still valued?

2014 ◽  
Vol 42 (9) ◽  
pp. 839-859 ◽  
Author(s):  
Sheilagh Resnick ◽  
Carley Foster ◽  
Tony Woodall
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Value ◽  
Service Encounter ◽  
Retail Environment ◽  
Content Type ◽  
Service Staff ◽  
Traditional Service ◽  
High Street ◽  
The Uk

Purpose – The purpose of this paper is to explore the relationship between service quality, the service encounter and the retail experience within a changing UK retail environment. Design/methodology/approach – Data were gathered from 40 customers and 20 staff of an established UK health and beauty retailer with a long-standing reputation for personal customer service. A qualitative analysis was applied using both a service quality and a customer value template. Findings – Customers focused more on the utilitarian features of the service experience and less on “extraordinary” aspects, but service staff still perceived that the customer encounter remained a key requisite for successful service delivery. Research limitations/implications – Recent environmental developments – involving customers, markets and retail platform structure – are challenging traditional service expectations. Practical implications – Retailers may need to reassess the role of the service encounter as part of their on-going value proposition. Originality/value – Limited research to date on the perception of shoppers to the service encounter in a changing retail environment and to the evolving notions of effort and convenience.

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