I-Ling Ling
Kaohsiung Medical University
Service (business)Task (project management)Context (computing)Customer serviceComputer scienceKnowledge management
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Abstract 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 provide 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 de...
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