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dc.contributor.authorSun, Xu
dc.contributor.authorYu, Hao
dc.contributor.authorSolvang, Wei Deng
dc.date.accessioned2024-03-14T10:17:29Z
dc.date.available2024-03-14T10:17:29Z
dc.date.issued2023-01-26
dc.description.abstractWith the rapid technological advancement and innovation in Industry 4.0/5.0, digitalization has become the mainstream that transforms the paradigm of many industries, businesses, and services. In this regard, AI-enabled chatbots have been increasingly adopted by many companies for providing customer services instead of human agents. On the one hand, the use of AI-enabled chatbots provides opportunities to reduce customers’ waiting time, improve efficiency, and minimize costs. On the other hand, it may, however, negatively affect customers’ experiences due to several reasons, e.g., unfamiliarity with the IT system, incapability to properly answer individualized questions by chatbots, etc. Several qualitative analyses have been done to investigate the benefits and challenges of using AI-enabled chatbots for companies and also to reveal the customers’ perceptions and experiences, but there is still a lack of quantitative research that may help companies to adopt this new technology in their customer service. To fill this gap, in this paper, we develop a discrete event simulation model using the AnyLogic simulation software package to measure the effectiveness of AIenabled chatbots, which, through scenario analyses, provides managerial implications related to the average time in the system, response rate, satisfaction level, and cost savings. Thus, this method can help companies with a better understanding of the impact of adopting AI-enabled chatbots in their customer service.en_US
dc.identifier.citationSun X, Yu H, Solvang WDS: Measuring the Effectiveness of AI-Enabled Chatbots in Customer Service Using AnyLogic Simulation. In: Wang Y, Yu T, Wang K. Advanced Manufacturing and Automation XII. Conference proceedings IWAMA 2022., 2023. Springer p. 266-274en_US
dc.identifier.cristinIDFRIDAID 2221499
dc.identifier.doihttps://doi.org/10.1007/978-981-19-9338-1_33
dc.identifier.isbn978-981-19-9338-1
dc.identifier.issn1876-1100
dc.identifier.issn1876-1119
dc.identifier.urihttps://hdl.handle.net/10037/33159
dc.language.isoengen_US
dc.publisherSpringer Natureen_US
dc.rights.accessRightsopenAccessen_US
dc.rights.holderCopyright 2023 The Author(s)en_US
dc.titleMeasuring the Effectiveness of AI-Enabled Chatbots in Customer Service Using AnyLogic Simulationen_US
dc.type.versionacceptedVersionen_US
dc.typeChapteren_US
dc.typeBokkapittelen_US


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