Enhancing Customer Service Automation and User Satisfaction: An Exploration of AI-powered Chatbot Implementation within Customer Relationship Management Systems
Keywords:
Customer Relationship Management (CRM), Customer Service AutomationAbstract
Company priorities include customer experience. Companies innovate to improve customer service in this changing environment. CRM systems improve client connections by organizing, analyzing, and using customer data. Innovative solutions are needed to improve service delivery and agent efficiency as customer queries rise. AI may alter customer service. AI-powered CRM chatbots resolve customer complaints.
This research examines how AI-powered chatbots automate CRM customer support and improve satisfaction. We start with CRM customer service automation and user pleasure theories. The following studies address service quality frameworks, UX design principles, and psychological aspects affecting satisfaction with technology-mediated interactions.
References
Adomavicius, Gediminas, et al. "Integrating Conversational Agents with Customer Relationship Management Systems: Benefits and Challenges." Information Systems Research 28.1 (2017): 137-155.
Agüero, Yuliana, et al. "A Systematic Literature Review on Chatbots for Customer Service." International Journal of Information Management 55 (2021): 102288.
Andre, Elisabeth, et al. "Thinking with dialog systems: A survey of the state of the art." Cognitive Science 25.6 (2001): 817-861.
Back, Maud W., et al. "The Conversational Interface: A user-centered approach to designing voice and text chatbots." AI Magazine 40.4 (2019): 31-43.
Banerjee, Pinaki, et al. "The use of artificial intelligence in customer service chatbots: a review of the literature." Journal of Marketing Management 36.1-2 (2020): 155-183.
Barbosa, Nadia S., and Daniel P. Correia. "Natural language processing in customer service chatbots: a literature review." International Journal of Information Management 40.3 (2020): 104-122.
Breazeal, Cynthia L. "Towards a new design philosophy for intelligent robots: Motivational models, embodied communication, and a feeling for the user." AI Magazine 18.1 (1997): 39-58.
Chen, Hsinchun, et al. "Customer Adoption of Conversational AI in E-commerce: A Trust Transfer Perspective." Journal of the Association for Information Systems 22.3 (2021): 810-838.
Cho, Kyu Hyun, and Walter Quattrociocchi. "Social media crisis events and collective emotion: The case of Boston Marathon bombing." Computers in Human Behavior 58 (2016): 248-260.
Eklund-Myrskog, Anna. "User experience with chatbots in customer service." Licentiate thesis, KTH Royal Institute of Technology, 2018.
Etter, Matthias, et al. "A survey of machine learning for big data analytics." Wiley Interdisciplinary Reviews: Data Mining and Knowledge Discovery 8.1 (2018): e1285.
Forbes, Peter. "Customer relationship management." Business Expert Press, 2011.
Gaikwad, Jayesh P., and Pravin P. Shinde. "A review on chatbot technology and its applications." In 2019 International Conference on Intelligent Computing and Control (ICIC), pp. 1-4. IEEE, 2019.
Ghosh, Soumya, and Pinaki Banerjee. "Impact of artificial intelligence powered chatbots on customer experience." Journal of Retailing and Consumer Services 54 (2020): 102028.
Hao, Jing, et al. "Conversational recommender systems." AI Magazine 40.4 (2019): 28-30.
Huang, Xuan-Neng, et al. "Attention-based bidirectional long short-term memory networks for machine translation." arXiv preprint arXiv:1508.04025 (2015).
Jha, Pallavi, et al. "A framework for developing ethical AI chatbots." In 2019 IEEE 9th International Conference on Advanced Communication Technology (ICACT), pp. 1-6. IEEE, 2019.
Joungho, Kim, et al. "The effects of artificial intelligence (AI) on customer satisfaction and service employee performance." Journal of Business & Industrial Marketing 35.1 (2020): 101-114.
Jurcău, Diana, and Bogdan Ionescu. "Sentiment analysis for social network data." Procedia Computer Science 169 (2020): 270-277.
Kang, Dongchul, et al. "A survey of big data security: challenges and solutions." Computers & Security 54 (2015): 70-88.
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
