TY - GEN
T1 - Conversational AI-Based Technological Solution for Intelligent Customer Service
AU - Chumpitaz Terry, Alessandro
AU - Yanqui Huarocc, Liliana
AU - Burga-Durango, Daniel
N1 - Publisher Copyright:
© The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.
PY - 2024
Y1 - 2024
N2 - Virtual assistants are used to complement user navigation and experience through e-commerce platforms and online services. Several studies show that customer experience is significantly improved when virtual assistants exhibit human-like attention and provide personalized recommendations tailored to individual preferences and needs. To achieve this, the assistant can make use of Natural Language Processing, which enables understanding of human language along with responses. This study develops a virtual assistant focused on conversational AI which is implemented in a poultry retail’s website to improve customer experience. To validate the benefits of the implementation, we collected feedback from a group of 58 customers in the city of Lima that interacted with the virtual assistant. In this way, results showed that the virtual assistant generated a positive impact on customer service with an average of 83.66% across dimensions such as usability, functionality, and customer satisfaction.
AB - Virtual assistants are used to complement user navigation and experience through e-commerce platforms and online services. Several studies show that customer experience is significantly improved when virtual assistants exhibit human-like attention and provide personalized recommendations tailored to individual preferences and needs. To achieve this, the assistant can make use of Natural Language Processing, which enables understanding of human language along with responses. This study develops a virtual assistant focused on conversational AI which is implemented in a poultry retail’s website to improve customer experience. To validate the benefits of the implementation, we collected feedback from a group of 58 customers in the city of Lima that interacted with the virtual assistant. In this way, results showed that the virtual assistant generated a positive impact on customer service with an average of 83.66% across dimensions such as usability, functionality, and customer satisfaction.
KW - Conversational AI
KW - Conversational Agent
KW - Customer Service
KW - Virtual Assistant
KW - Voice Assistant
UR - https://www.scopus.com/pages/publications/85196053334
U2 - 10.1007/978-3-031-58953-9_16
DO - 10.1007/978-3-031-58953-9_16
M3 - Contribución a la conferencia
AN - SCOPUS:85196053334
SN - 9783031589522
T3 - Communications in Computer and Information Science
SP - 197
EP - 210
BT - International Conference on Applied Technologies - 5th International Conference on Applied Technologies, ICAT 2023, Revised Selected Papers
A2 - Botto-Tobar, Miguel
A2 - Zambrano Vizuete, Marcelo
A2 - Montes León, Sergio
A2 - Torres-Carrión, Pablo
A2 - Durakovic, Benjamin
PB - Springer Science and Business Media Deutschland GmbH
T2 - 5th International Conference on Applied Technologies, ICAT 2023
Y2 - 22 November 2023 through 24 November 2023
ER -