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Customer Service - Science topic
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Publications related to Customer Service (10,000)
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This paper explores the transformative impact of digital transformation and Artificial Intelligence (AI) on airline management. It evaluates how these technologies enhance strategic operations, focusing on agility, customer service, and operational efficiency. By systematically reviewing literature and case studies, the research analyzes the adopti...
Modern applications require Artificial Intelligence (AI) systems to perform conversational interactions and structured data processing tasks. Nevertheless, dependence on a singular AI model frequently constrains performance and flexibility for varied needs. This paper proposes a hybrid artificial intelligence platform combining the OpenAI API for m...
The use of Artificial Intelligence (AI) in the banking sector is a significant topic in innovation research. This study analyzes the motivations, challenges, and opportunities associated with implementing AI-driven solutions in customer service within banks. The case study focuses on the integration of AI in the banking sector, with particular atte...
Cognitive automation represents the next frontier in Robotic Process Automation (RPA), enabling systems to learn, adapt, and optimize decision-making processes dynamically. Traditional RPA platforms, such as UiPath and Automation Anywhere, excel in automating rule-based tasks but lack the ability to handle complex, evolving scenarios that require a...
Today's digital banking world is no longer an option, but has become the main requirement in banking transactions in the digitalization era. Customer needs have shifted to demands for easy, fast, and reliable services. Related to this, banks must have digital services such as customer service that is always on-time and a reliable back office in ful...
This study addresses the problem of mismatched stock records and actual inventory levels in the warehouse of Toko Fajar Mandiri Tani, which often disrupts operations and customer service. To solve this, the study used data collection methods such as direct observations, interviews with staff, and literature review to build a strong foundation for t...
This study aims to design and develop a field rental information system for Rajawali Futsal, which has been relying on manual methods for administration and data recording. The manual method often leads to data management errors and inefficiencies in customer service. One of the main issues identified is the inconvenience for customers who need to...
This research analyzes the quality of information system and information technology performance in the Shopee application using the COBIT 2019 framework. This research uses quantitative methods by collecting Likert scale-based questionnaire data, which was distributed to 112 respondents from Satya Wacana Christian University students class of 2020-...
This study aims to develop a web-based chatbot using Natural Language Processing (NLP) technology and the Naive Bayes algorithm to enhance digital interaction quality. User satisfaction was evaluated through an online survey involving 202 university students, focusing on ease of use, response speed, and relevance. The research followed the CRISP-DM...
The purpose of this study was to explore undergraduate students’ expectations and satisfaction levels with customer service quality. This study employed the Expectancy Confirmation Theory (ECT) and a descriptive design with a sample of 385 undergraduate students selected from a population of 635 using a simple random sampling technique. Data were c...
The Online Book Store Management System is a fresh take on selling books. This approach exemplifies how the digital world may compliment the conventional bookshop experience in this age of technologically enhanced information access and buying processes. Users are able to peruse, buy, and have access to a vast library of books all from the ease of...
With the fast development of Artificial Intelligence (AI) technologies, AI has already dramatically changed different industries and also the consumers' experience. This research paper investigates the impact of two critical AI components-AI-based chatbots and AI-driven analytics-on marketing and customer service strategies. AI-powered chatbots hav...
This study provides an overview of the influencing factors and challenges faced by customers in retail banking and services in Coimbatore city, a rapidly growing urban centre in India. With the increasing competition in the banking sector and the evolving needs of consumers, understanding customer behaviour and preferences has become crucial for fi...
Effective inventory management is a cornerstone of successful supply chain operations, ensuring the alignment of stock levels with fluctuating customer demands. Central to this is demand forecasting, a process that utilizes historical data, statistical tools, and market analysis to predict future demand patterns. This paper explores the role of dem...
The integration of artificial intelligence (AI) into customer service has revolutionized the way businesses interact with consumers. Emotional AI, a subset of AI focused on detecting and responding to human emotions, has emerged as a promising tool to enhance customer experiences. This article explores how emotional AI can improve customer service...
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Advanced methods for market demand prediction together with inventory control and manufacturing processes require adaptation because global supply chains have become more intricate. Dimensional supply chains that utilize basic Material Requirements Planning systems experience difficulty handling market changes because this results in operational se...
Customer support process has seen a transformational shift in recent years. With the rapid proliferation of Artificial Integrating (AI), the human driven customer support has leapfrogged into automated customer services & support. The field of Artificial Intelligence (AI) has seen phenomenal rise in the development of agents' capability right from...
This article presents a comprehensive framework for real-time bias detection and mitigation in Large Language Models (LLMs) within enterprise environments. The article addresses critical challenges in maintaining fairness while preserving privacy and performance in AI systems. The article introduces novel approaches including a sophisticated statis...
Conversational AI chatbots have become increasingly common within the customer service industry. Despite improvements in their emotional development, they often lack the authenticity of real customer service interactions or the competence of service providers. By comparing emotion-sensitive and emotion-insensitive LLM-based chatbots across 30 parti...
The Bullwhip effect is described as the amplification or distortion of demand information as they moved up the supply chain due to the disconnection between the various supply chain players. This information distortion results in overproduction or underproduction which impacting costs, and customer service. This study investigates the Bullwhip Effe...
Higher education institutions cannot exist without students, deemed their primary asset. This is why many tertiary institutions have begun adopting a student-consumer approach to improve student satisfaction and student-centeredness. However, the concept of student-centeredness is understudied, and there remains no unified definition of what it con...
Orientation: Automated customer service agents (CSAs) are not mere tools but social interaction entities with anthropomorphic traits capable of predicting consumer responses following unique online service failures scenarios.Research purpose: The study advances the discourse in how automated CSAs can seem more human, with acute understanding of sho...
This study examines the impact of AI-powered Customer Relationship Management (CRM) systems on African Small and Medium-sized Enterprises (SMEs), focusing on how these systems enhance the customer journey, improve branding, and drive sales conversions. African SMEs face significant challenges, including limited access to finances and resources, lac...
1. Abstract The integration of Artificial Intelligence (AI) tools and Machine Learning (ML) models into enterprise systems is revolutionizing business operations by enabling automation, improving efficiency, and optimizing decision-making processes. By leveraging AI and ML, organizations can automate routine tasks, enhance predictive analytics, and...
This comprehensive article explores the transformative impact of advanced data analytics on insurance risk management. The article examines how modern analytical approaches, including machine learning, natural language processing, and predictive modeling, are revolutionizing traditional insurance operations. The article investigates various technic...
The banking sector in Albania has great economic and social importance, and the digital transformation
of this sector is considered one of the main factors to increase the performance of the sector itself as
well as the efficiency and quality of customer service. This study analyzes the impact of the
digitalization process on the main economic indi...
This article explores the transformative impact of AI-powered chatbots on the auto insurance industry, focusing on policy selection and management processes. It shows how intelligent virtual assistants are revolutionizing customer service and operational efficiency across the insurance value chain. The article analyzes the technical architecture of...
Conversational AI chatbots are transforming industries by streamlining customer service, automating transactions, and enhancing user engagement. However, evaluating these systems remains a challenge, particularly in financial services, where compliance, user trust, and operational efficiency are critical. This paper introduces a novel evaluation fr...
Artificial Intelligence (AI) is revolutionizing the mortgage industry by promoting financial inclusion and transforming traditional lending practices. The article explores current barriers in mortgage lending, particularly focusing on underserved populations and non-traditional borrowers, while demonstrating how AI-driven solutions address Suketu P...
This study investigates the application of Artificial Intelligence (AI) in business management, assessing its contributions to decision-making, operational efficiency, and customer service. It highlights both the opportunities and challenges presented by AI, with an analysis of case studies from companies such as Airbnb and Nordstrom to illustrate...
Calvin Klein is renowned for its commitment to modern, minimalist aesthetics and high-quality craftsmanship. The brand's influence in the fashion world is significant, marked by its ability to blend innovative design with timeless elegance. This reputation is not only built on its iconic apparel but also extends to its footwear, which embodies the...
The rapid advancement of digital technologies has transformed industries worldwide, with U.S. e-commerce supply chains being no exception. This concept paper presents a comprehensive framework for digital transformation within U.S. e-commerce supply chains, aiming to enhance efficiency, resilience, and scalability in an increasingly competitive mar...
This study investigates consumer behaviour in relation to the adoption and usage of chatbots, a prevalent tool in business intelligence. With the rapid integration of Artificial Intelligence (AI) in business operations, understanding consumer perceptions of chatbots is crucial. The research aims to analyse factors influencing consumer satisfaction,...
Modern finance transforms through the connection of Artificial Intelligence technology with Foreign Exchange trading practices. AI now plays a critical role in modern FX markets since it aids in platform security development and trust foundation as well as customer service optimization. The research studies AI's transformative effect on FX trading...
Building material stores play an important role in providing building materials, but many still rely on conventional management systems that are less efficient in recording stock, transactions, and employee data. This results in delays in recording transactions, errors in stock monitoring, and the lack of an effective system in managing employee da...
This comprehensive technical article examines the implementation and impact of ServiceNow's Virtual Agent in modern enterprise service delivery. It explores how organizations are leveraging AI-driven virtual agents to transform their service operations across IT, HR, and customer service domains. The article covers the Enhancing Service Delivery Th...
The significant transition to Electric Vehicles (EVs) has been prompted by the increasing concern about environmental sustainability, the accumulation of carbon emissions, and a heavy reliance on fossil fuels. EVs have emerged as a potential alternative to Internal Combustion Engine (ICE) vehicles. The development of a comprehensive and accessible...
Purpose: To aim of the study was to analyze the influence of artificial intelligence on customer service automation in e-commerce in Rwanda. Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of...
This study addresses the need for a comprehensive analysis of the demand for qualified personnel in Spain’s hotel accommodation sector, situating the issue within a context of increasing demand for specialized and highly personalized services in the tourism industry. The objective of this research is to develop a theoretical framework and conduct a...
We examine the relationships between key firm features and their Corporate Social Responsibility (CSR) scores in the context of the COVID-19 pandemic and its aftermath. The pandemic created a unique environment that might have altered investor expectations, CSR priorities, and corporate strategies. We examine scores for (a) energy and water; (b) et...
The pandemic and its restrictions have forced businesses to rethink their strategies and daily operations. The originality of this research lies in assessing the unique challenges cross-border e-commerce Small and Medium Enterprises (SMEs) faced during the pandemic and the strategies they developed to survive. This study also explores the novel pra...
Sales are activities carried out by sellers in selling goods and services with the hope of making a profit from these transactions. This research aims to analyze the sale of prepaid and postpaid electrical energy in increasing profits at PT PLN (Persero) Customer Service Unit (UP3) Manado. The type of research used is descriptive qualitative with q...
Objective: The objective of this study is to analyze the 4.0 maturity level of two variables of the “Products and Services” dimension, with the aim of answering the following hypothesis, whether the factory is moving towards implementing Industry 4.0?. Theoretical Framework: For Rodrigues et al. (2022), Industry 4.0 is in fact the Fourth Industrial...
Today’s gas stations with convenience stores in the United States are not inclined to only selling gas and diesel, they are now offering more value propositions to their respective customers following their needs and choices. In the United States, people from every corner are now connected to gas stations and convenience stores for their daily need...
Background/Objectives: The nursing profession is expected to undergo substantial transformations in the coming years due to rapidly evolving sociocultural, environmental, and technological changes. Defining and assessing nursing competencies are essential to ensuring high-quality care and fostering professional development. This systematic review a...
This paper delves into the transformative potential of Artificial Intelligence (AI) in revolutionizing commercial banking in Nigeria. It provides a comprehensive examination of how AI technologies, such as chatbots and virtual assistants, can optimize customer service, enhance fraud detection mechanisms, improve credit risk assessment processes, an...
Introduction
This study explores the implementation of Intelligent Customer Service (ICS) in pharmaceutical e-commerce, aiming to enhance user acceptance and service efficiency while addressing the psychological factors influencing user behavior. It expands the boundaries of technology acceptance research by focusing on ICS use and avoidance in hig...
Global Motion Technologies Co., Ltd. (GMT), a Vietnamese distributor of luxury automobiles and advanced motion technologies, faces two critical human resource challenges that impact its organizational effectiveness. First, there is significant functional overlap between departments, particularly in customer service roles, with 45% of customer servi...
The success of logistic operations consists in ensuring the synchronisation of material flows thanks to the coordination of processes and the use of resources in the company and the supply chain. Consequently, this ensures the availability of goods in the place and time the customer expects. A critical dimension of logistics management success is t...
This study explores the influence of onboarding practices on employee experience in oil and gas
companies in Rivers State, Nigeria. A quasi-experimental survey design was employed, targeting 440
employees across HR, Customer Service, Marketing, and Procurement departments in Chevron, Shell, Total
Energy, and Agip. Using Taro Yamane’s formula, a...
Introduction: SMEs play a pivotal role in driving innovation, growth, and competitiveness. However, many face challenges with insufficient digital infrastructure, hindering their ability to adopt online CRM systems in Nigeria. Objectives: This study explored the direct and indirect effects of customer relationship management (CRM) parameters on the...
This article examines the transformative impact of Generative Artificial Intelligence (GenAI) on the financial services industry, with a particular focus on strategic implementation and operational transformation in the banking sector. Through a comprehensive analysis of current implementations and strategic initiatives, particularly in North Ameri...
Nowadays, customization allows customers to become co-designers of a product by add- ing symbolic and emotional values to the product. Thus, customers' lives are shaped by the customiz- ing process and the decisions they must make. Despite, the extensive body of research on customiza- tion. The influence of food customization and customer delight o...
This study investigates the effect of data breaches on consumer trust in personalization efforts. With the increasing use of personalization in marketing and customer service, data breaches pose a significant threat to consumer trust. Using a mixed-methods approach, this research examines the relationship between data breaches and consumer trust, a...
p>The evolution of new technologies has spurred a growing body of literature exploring their application and impact on the financial sector, particularly the integration of artificial intelligence (AI). This paper delves into the rapid adoption of AI and machine learning within the financial sector, highlighting their potential to enhance financial...
Emotion recognition and generation have emerged as crucial topics in Artificial Intelligence research, playing a significant role in enhancing human-computer interaction within healthcare, customer service, and other fields. Although several reviews have been conducted on emotion recognition and generation as separate entities, many of these works...
This research seeks to identify the influences of Mobile Banking's continued usage behavior as well as E-Service Quality Satisfaction, and how these factors promote the services using Word of Mouth. Understanding the relationships among UTAUT 2 and E-Service Quality constructs can provide knowledge on how to design strategies for improving the cont...
This study examines the moderating role of IT innovation in the relationship between the four pillars of supply chain management-purchasing, demand forecasting, logistics, and customer service-and supply chain effectiveness in the manufacturing sector in Guangzhou, China. Using partial least squares structural equation modeling (PLS-SEM), the analy...
This paper delves into the innovative application of machine learning (ML) technologies to reduce Average Handle Time (AHT) in Customer Relationship Management (CRM) systems, a critical metric for assessing customer service efficiency and effectiveness. Through an in-depth analysis, we examine how ML algorithms can automate routine tasks, provide p...
The bakery industry in Indonesia shows increasing development. One of the activities carried out by this industry is processing customer orders. Currently, there are still bakery industries where customers order products manually, either by coming directly or by using a telephone or WhatsApp. Manual product ordering causes several problems that can...
The problem of porous borders and its effects on the activities of Nigeria Customs Service (NCS) have continued to impact on the level of border security in Rivers State. Purpose of this study is to examine the impact of activities of Nigeria Customs Service on border security in Nigeria. The target population, in this study is 2,620, while the sam...
Introduction: E-commerce has several benefits, among which are saving cots, promotion of products, timely obtaining of information, consistency of information and superior customer service .Methods: The study’s proposed model is based on TOE Framework towards the examination of the influencing variables of e-commerce adoption in the SMEs of Jordan...
With the increasing growth of e-commerce, it is important to identify the features available in e-commerce applications that can provide customer satisfaction. One of the features in e-commerce is the chatbot. Chatbots in e-commerce can provide various services to users, such as assistance in product search, ordering, product information, payment p...
Environmental awareness among MSMEs in Dauh Puri Kangin Village is crucial for promoting sustainability and improving public health. Key aspects include 1) Implementing environmental business ethics to minimize production impacts and enhance sustainability; 2) Raising MSMEs' understanding and awareness of waste management; and 3) Government support...
This article explores the implementation of facial recognition technology for identifying walk-in customers in banking centers, examining its potential benefits, challenges, and implications for the financial services industry. It discusses how this biometric technology can enhance security measures, streamline customer interactions, and improve op...
This comprehensive article explores the transformative impact of Robotic Process Automation (RPA) in customer service operations, focusing on its implementation across various dimensions of customer experience. The article examines how RPA Revolutionizing Customer Service: How Robotic Process Automation Transforms Call Centers and CX https://iaeme....
Purpose: This study examines strategies to enhance training and development in healthcare management, particularly in response to challenges posed by the COVID-19 pandemic. It aims to identify and assess training needs, emphasizing customized approaches to address emerging demands. Research Design and Methodology: This study employed a qualitative...
This research aims to describe the quality of public services at PT. PLN (Persero) Customer Service Implementation Unit (UP3) Barabai, Customer Service Unit (ULP) Amuntai, in Hulu Sungai Utara Regency. The research uses a qualitative approach with a descriptive-qualitative method. Data collection techniques include observation, interviews, and docu...
The study aimed at investigating the relationship between customer satisfaction and customer loyalty at Airtel Uganda Limited. To achieve this general objective, the study was guided by the following specific objectives; To investigate the relationship between communication and customer loyalty at Airtel Uganda Limited, to assess the relationship b...
The U.S. Property and Casualty (P&C) insurance sector is experiencing a period of unprecedented disruption, largely driven by technological innovations. These disruptions challenge traditional business models, operational strategies, and customer service paradigms. With the rise of InsurTech, the integration of artificial intelligence (AI), machine...
The increasing adoption of AI chatbots in customer service has transformed how businesses interact with consumers, enhancing efficiency and personalization. However, as these technologies evolve, concerns regarding privacy risks and service continuity have emerged as significant factors influencing customer loyalty. This paper investigates the role...
This article explores the experience of U.S. education abroad in Europe from the perspective of local partnership delivery models and addresses the question: How has study abroad in Europe changed over the past decade, what are the current trends, and where is it heading? Two models of university-based education abroad in Europe are highlighted, ex...
Background: Currently, public service agencies, both private and government-owned, are demanding excellent service. Quality customer service is the key to success and the basis for building customer success and trust. Purpose: This research was conducted to explore the evaluation of the implementation of the Regional Public Service Agency at Sultan...
The study investigates whether cognitive and affective post-purchase dissonance mediate the relationship between perceived impulsiveness and repurchase intention. Using purposive sampling, data were collected from 220 respondents, predominantly women with bachelor’s degrees. The study applied Partial Least Squares Structural Equation Modeling (PLS-...
Outsourcing has become a widely adopted strategy to enhance operational efficiency in the rapidly changing medical schemes sector. However, it also poses challenges in maintaining brand identity and differentiating between medical schemes and third-party administrators. This study examines the impact of outsourcing on brand extension and website de...
Objective: Due to increasingly low freight prices and increasingly high operating costs, tire retreading presents itself as a viable and safe solution for costs reduction. It presents itself as a more sustainable alternative in terms of tire consumption. This paper discusses the consumption behavior of small fleet owners in relation to the purchase...
Solution Architect, TCS-USA https://orcid.org/0009-0009-9500-1869 ABSTRACT: Artificial Intelligence (AI) and Machine Learning (ML) are transforming the insurance industry by optimizing risk assessment, fraud detection, and customer service. However, the rapid adoption of these technologies raises significant ethical concerns, particularly regarding...
E-commerce has experienced exponential growth globally, including in Bangladesh, driven by increasing internet penetration, smartphone usage, and changing consumer behaviors. This study explores consumer perceptions of e-commerce platforms in Bangladesh, highlighting the challenges and opportunities influencing their adoption and continued usage. B...
This study systematically examines the transformative role of AI-driven
data analytics and automation across diverse industries, providing a
comprehensive synthesis of findings from 110 high-quality peer-reviewed
studies with a cumulative citation count exceeding 15,000. Employing the
Preferred Reporting Items for Systematic Reviews and Meta-Analys...
This research paper investigates the failure of customer service in payment banking, a sector crucial to the financial ecosystem. It addresses key research questions: What are the primary factors contributing to the deterioration of customer service in payment banking? How does this impact consumer trust and satisfaction? This study examines relate...
Purpose
This paper aims to contribute to the discussion on integrating humans and technology in customer service within the framework of Society 5.0, which emphasizes the growing role of artificial intelligence (AI). It examines how effectively new generative AI-based chatbots can handle customer emotions and explores their impact on determining th...
The retail industry is experiencing a fundamental transformation by adopting Robotic Process Automation (RPA) and artificial intelligence technologies. This comprehensive article examines how automation solutions revolutionize retail operations across distribution centers, in-store processes, and customer service functions. The implementation of RP...
The article aims to identify the effects and determinants of implementing digital customer service tools in Polish SMEs in terms of digital customer requirements. Quantitative research was conducted among Polish SMEs using a survey. The following statistical methods were used to analyze the survey data: Dunn’s post hoc tests, ANOVA Kruskal–Wallis t...
This study aims to analyze the strategy of collecting third party funds applied by Islamic banks. The research method used is qualitative descriptive, which allows researchers to describe the phenomenon in depth and detail. Data were collected through in-depth interviews with Islamic bank managers and analysis of related documents. The results of t...
This study article looks at how virtual employees, powered by artificial intelligence (AI), might affect the workforce. More companies are starting to use virtual workers to handle different tasks, such as writing code and answering customer service questions, as AI technology improves. The introduction of these AI agents raises concerns about the...