Browsing by Author "Schmitt, Charlotte Rosa Maria"
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- Artificial intelligence in customer service : how chatbots reshape customer service strategies : a guidance for an AI-based chatbot integrationPublication . Schmitt, Charlotte Rosa Maria; Rajsingh, PeterThe extensive use of e-business interfaces has significantly changed the domain of customer service. Expectations regarding speed, scope and availability of customer service are forcing companies to revise outdated costly and resource intensive customer service strategies. AI-based chatbots, therefore, are gaining significant traction. These virtual assistants promise to serve large numbers of customers individually and efficiently, while being cheaper compared to human agents and scalable. Despite rapid development of the technology, there is limited literature addressing the integration processes of AI-based chatbots. This creates uncertainties for companies endeavoring to implement chatbots. Two research questions animate this thesis: What concrete benefits do chatbots represent for customer service? And how is this technology best integrated to maximize value for companies and customers? Using qualitative and quantitative data collection, this study seeks to determine optimal strategies for chatbot integration. This requires precise understandings of the capabilities and limitations of AI. A company’s customer values, combined with its attitudes towards time-intensive data preparation and agent training, also bear upon strategy optimization. Hybrid human-chatbot models are another iteration shown to generate value. Building upon research, this dissertation proposes strategies for integrating chatbots into existing customer service. The integration process will be divided into four phases and each phase will be evaluated separately with respect to different conditions and obstacles.