An intelligent knowledge-based chatbot for customer service

Ngai, Eric W.T.; Lee, Maggie C. M.; Mei, Luo; Chan, Patrick; Liang, Tenglu

doi:10.1016/j.elerap.2021.101098

Cited by 83 publications

(30 citation statements)

References 36 publications

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“…Another contribution is the convergence of AI and facilitated collaboration driven by practical problems. Many studies have paid attention to the application of AI in various domains, including e-commerce ( Cheng et al, 2022a , Ngai et al, 2021 ), hospitality ( Prentice et al, 2020 ), and e-health ( Abd-Alrazaq et al, 2019 ). There are also many studies on improving collaboration performance by optimizing the designed processes ( Cheng et al, 2017 , Fu et al, 2020 ).…”

Section: Discussionmentioning

confidence: 99%

An investigation on trust in AI-enabled collaboration: Application of AI-Driven chatbot in accommodation-based sharing economy

Cheng

Zhang

Yang

et al. 2022

Electronic Commerce Research and Applications

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Section: Discussionmentioning

confidence: 99%

An investigation on trust in AI-enabled collaboration: Application of AI-Driven chatbot in accommodation-based sharing economy

Cheng

Zhang

Yang

et al. 2022

Electronic Commerce Research and Applications

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“…Thus, researchers are increasingly interested in how advanced AI algorithms can enable recommender systems in e-commerce platforms to correctly interpret external data, learn from such data, and use those learnings to improve the quality of user recommendations through flexible adaptation. With the advent of AI-powered chatbots and voice assistants, firms increasingly include these technologies in their e-commerce platforms (Ngai et al, 2021 ). Thus, researchers are increasingly interested in conversational recommender systems (De Carolis et al, 2017 ; Jannach et al, 2021 ; Viswanathan et al, 2020 ).…”

Section: Discussionmentioning

confidence: 99%

Artificial intelligence in E-Commerce: a bibliometric study and literature review

et al. 2022

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This paper synthesises research on artificial intelligence (AI) in e-commerce and proposes guidelines on how information systems (IS) research could contribute to this research stream. To this end, the innovative approach of combining bibliometric analysis with an extensive literature review was used. Bibliometric data from 4335 documents were analysed, and 229 articles published in leading IS journals were reviewed. The bibliometric analysis revealed that research on AI in e-commerce focuses primarily on recommender systems. Sentiment analysis, trust, personalisation, and optimisation were identified as the core research themes. It also places China-based institutions as leaders in this researcher area. Also, most research papers on AI in e-commerce were published in computer science, AI, business, and management outlets. The literature review reveals the main research topics, styles and themes that have been of interest to IS scholars. Proposals for future research are made based on these findings. This paper presents the first study that attempts to synthesise research on AI in e-commerce. For researchers, it contributes ideas to the way forward in this research area. To practitioners, it provides an organised source of information on how AI can support their e-commerce endeavours.

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“…In many cases, online users are required to share personal and sensitive data with them [34][35][36]. Less than 15% of online consumer queries require human intervention [27]. This small proportion of consumer cases may usually involve complex queries including complaints that have to be handled by human agents.…”

Section: 1mentioning

confidence: 99%

Chatbot Recommender Systems in Tourism: A Systematic Review and a Benefit-Cost Analysis

Camilleri¹,

Troise²

2023

SSRN Journal

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An intelligent knowledge-based chatbot for customer service

Cited by 83 publications

References 36 publications

An investigation on trust in AI-enabled collaboration: Application of AI-Driven chatbot in accommodation-based sharing economy

An investigation on trust in AI-enabled collaboration: Application of AI-Driven chatbot in accommodation-based sharing economy

Artificial intelligence in E-Commerce: a bibliometric study and literature review

Chatbot Recommender Systems in Tourism: A Systematic Review and a Benefit-Cost Analysis

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