دانلود مقاله انگلیسی رایگان:خدمات مشتری  هوش مصنوعی: پیچیدگی کار ، توانایی حل مسئله و قصد استفاده - 2020
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  • AI customer service: Task complexity, problem-solving ability, and usage intention AI customer service: Task complexity, problem-solving ability, and usage intention
    AI customer service: Task complexity, problem-solving ability, and usage intention

    سال انتشار:

    2020


    عنوان انگلیسی مقاله:

    AI customer service: Task complexity, problem-solving ability, and usage intention


    ترجمه فارسی عنوان مقاله:

    خدمات مشتری هوش مصنوعی: پیچیدگی کار ، توانایی حل مسئله و قصد استفاده


    منبع:

    Sciencedirect - Elsevier - Australasian Marketing Journal (AMJ), Corrected proof. doi:10.1016/j.ausmj.2020.03.005


    نویسنده:

    Yingzi Xu a , Chih-Hui Shieh b , Patrick van Esch a , I-Ling Ling c , 1 , ∗


    چکیده انگلیسی:

    Artificial intelligence (AI) in the context of customer service, we define as a technology-enabled system for evaluating real-time service scenarios using data collected from digital and/or physical sources in order to pro- vide personalised recommendations, alternatives, and solutions to customers’ enquiries or problems, even very complex ones . We examined, in a banking services context, whether consumers preferred AI or Human online customer service applications using an experimental design across three field-based experiments. The results show that, in the case of low-complexity tasks, consumers considered the problem-solving ability of AI to be greater than that of human customer service and were more likely to use AI while, conversely, for high-complexity tasks, they viewed human customer service as superior and were more likely to use it than AI. Moreover, we found that perceived problem-solving ability mediated the effects of customers’ service usage intentions (i.e., their preference for AI vs. Human) with task complexity serving as a boundary condition. Here we discuss our research and the results and conclude by offering practical suggestions for banks seeking to reach customers and engage with them more effectively by leveraging the distinctive features of AI customer service.
    Keywords: AI customer service | AI definition | Task complexity | Problem-solving ability | Usage intention


    سطح: متوسط
    تعداد صفحات فایل pdf انگلیسی: 11
    حجم فایل: 1092 کیلوبایت

    قیمت: رایگان


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