Chatbot to Simplify Customer Interaction in e-Commerce Channels of Retail Companies

Solis-Quispe, Jean Martin; Quico-Cauti, Kathia Milagros; Ugarte, Willy

doi:10.1007/978-3-030-68285-9_52

Cited by 8 publications

(7 citation statements)

References 18 publications

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“…Although technical struggles were not the focus of our study, the difficulties encountered by our participants and their preferences for support in platform use suggested that support function that is instant and highly accessible should be included. In recent years, text-based conversational agents (eg, chatbot) have emerged to provide timely and reliable customer service experience in fields such as banking and web-based shopping [ 40 , 41 ]. Chatbots have also been increasingly adopted in health and mental health care settings [ 42 - 44 ].…”

Section: Discussionmentioning

confidence: 99%

A Web-Based Stratified Stepped Care Mental Health Platform (TourHeart): Semistructured Interviews With Stakeholders

Tsoi¹,

Mak²,

Ho³

et al. 2022

JMIR Hum Factors

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Background TourHeart, a web-based stratified stepped care mental health platform, is a one-stop solution that integrates psychoeducation and other well-being promotional tools for mental health promotion and mental illness prevention and evidence-based, low-intensity psychological interventions for the treatment of people with anxiety and depressive symptoms. Instead of focusing only on symptom reduction, the platform aims to be person-centered and recovery-oriented, and continual feedback from stakeholders is sought. Understanding the perspectives of users and service providers enables platform developers to fine-tune both the design and content of the services for enhanced service personalization and personal recovery. Objective This qualitative study evaluated a web-based mental health platform by incorporating the perspectives of both users and service providers who administered the platform and provided coaching services. The platform included both web-based and offline services targeting adults along the mental health spectrum based on the two-continua model of mental health and mental illness. Methods Interview questions were designed based on the Reach, Effectiveness, Adoption, Implementation, and Maintenance framework (RE-AIM). Views on offline services, the design of the web-based platform, user experience, and the contents of the platform were explored using semistructured interviews. A total of 27 service users and 22 service providers were recruited using purposive criterion sampling. A hybrid thematic analysis was performed to identify salient aspects of users’ and providers’ experiences with and views of the platform. Results Totally, 3 broad themes (namely, the quality of the platform, drivers for platform use, and coaching services) emerged from the interview data that highlighted users’ views of and experiences with the web-based platform. The platform’s general esthetics, operations, and contents were found to be critical features and drivers for continued use. Although coaching services were indispensable, participants preferred the autonomy and anonymity associated with web-based mental health services. Conclusions This study highlights the importance of web-based mental health services being easy to navigate and understand, being user-centric, and providing adequate guidance in self-help. It also confirms existing design standards and recommendations and suggests that more rigorous, iterative user experience research and robust evaluation should be conducted in the future adaptation of web-based stratified stepped care services, so that they can be more personalized and better promote personal recovery.

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Section: Discussionmentioning

confidence: 99%

A Web-Based Stratified Stepped Care Mental Health Platform (TourHeart): Semistructured Interviews With Stakeholders

Tsoi¹,

Mak²,

Ho³

et al. 2022

JMIR Hum Factors

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“…El uso de esta tecnología puede apoyar el crecimiento y el desarrollo económico, mejorar la eficiencia comercial y facilitar la convergencia y la unidad de los países, especialmente de los países en desarrollo (Belvedere et al, 2021). A medida que se desarrollan las tecnologías de la información y la comunicación, las organizaciones disponibles en diferentes industrias De hecho, las organizaciones tienen que dejar de utilizar los métodos comerciales tradicionales y dar la bienvenida a las nuevas tecnologías que se basan en la web mundial y, en consecuencia, impulsar la organización hacia el desarrollo y la prosperidad (Solis-Quispe et al, 2021).…”

Section: Ii-desarrollounclassified

“…En consecuencia, proporciona el camino para la justicia social. Además, para facilitar el comercio y los negocios, deben utilizarse métodos comerciales novedosos como el código de barras, los estándares para el intercambio electrónico de datos y los tratos y transacciones electrónicas sin papel (Solis-Quispe et al, 2021). Cabe señalar que el comercio electrónico ha provocado cambios y evoluciones espectaculares en los asuntos comerciales.…”

Section: Comercio Electrónico En Las Empresasunclassified

Agronegocio de insumos agrícolas: Relación entre el comercio electrónico y la transformación digital

Lomas¹,

Prado-Carpio

Campoverde

et al. 2023

Ciencia Latina

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En el presente artículo, se desprende el objetivo del estudio determinar la relación que existe entre el comercio electrónico y la transformación digital en empresas de insumos agrícolas de la ciudad de Machala. Una parte importante de las tecnologías de la información utilizadas en las empresas está representada por el comercio electrónico. El avance digital está obligando a las mismas a replantearse sus modelos organizativos. Algunas empresas están mostrando una capacidad superior para explotar las tecnologías digitales y obtener una ventaja competitiva en el mercado. El estudio se desarrolló en la provincia de El Oro que está ubicada litoral sur del Ecuador, centrando nuestra investigación en las empresas de insumos agrícolas de la ciudad de Machala. El presente trabajo corresponde a un diseño de correlación, no experimental bajo un diseño transversal de recolección de datos por medio de un cuestionario. Para efectos de esta investigación el universo poblacional está constituido por 61 empresas. Los resultados alcanzados establecen que existe una relación correlación positiva considerable entre las variables comercio electrónico con transformación digital. Por esta razón, el uso de las redes sociales y páginas web es positivo para que el empresario pueda mantener una comunicación constante con el cliente.

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“…Intelligent system, chatbot Technical characteristics (algorithm, type of system) [13] Website, chatbot and Google API Technical characteristics (algorithm, type of system) [6] Chatbot, system Technical characteristics (algorithm, type of system) [7] Chatbot, e-commerce Technical characteristics (algorithm, type of system) [14] Chatbot, machine learning Technical characteristics (algorithm, type of system) [15] Mobile and web application Technical characteristics (algorithm, type of system) [16] Mobile and web application Technical characteristics (algorithm, type of system) [17] Chatbot and IBM service Technical characteristics (algorithm, type of system) [18] Chatbot Technical characteristics (algorithm, type of system) [19] Chatbot Technical characteristics (algorithm, type of system) [20] Chatbot Technical characteristics (algorithm, type of system) [21] Chatbot Technical characteristics (algorithm, type of system) [22] Chatbot Technical characteristics (algorithm, type of system) [23] Chatbot Technical characteristics (algorithm, type of system) [24] Chatbot Technical characteristics (algorithm, type of system) [25] Chatbot Technical characteristics (algorithm, type of system) [26] Chatbot Technical characteristics (algorithm, type of system) [27] Chatbot Technical characteristics (algorithm, type of system) [28] Chatbot Technical characteristics (algorithm, type of system) [29] Chatbot Technical characteristics (algorithm, type of system) [30] Chatbot Technical characteristics (algorithm, type of system) [31] Chatbot Technical characteristics (algorithm, type of system) [32] Chatbot Technical characteristics (algorithm, type of system) [33] Chatbot, customer service Chatbot-customer relationship [32] Chatbot Technical characteristics (algorithm, type of system) [34] Chatbot, dialogues Technical characteristics (algorithm, type of system) [35] Chatbot, customer service Chatbot-customer relationship [8] Chatbot, artificial intelligence language Technical characteristics (algorithm, type of system) [36] www.ijacs...…”

Section: According To Evaluated Aspects According To Conditioning Fac...mentioning

confidence: 99%

“…Each tool presents its own advantages and challenges, and it is crucial to evaluate how they complement each other to achieve a complete and effective web system. In this context, the right combination of these tools can be decisive for the successful development and implementation of web systems in various environments and applications [6] [14].…”

Section: Relationship Between Sales and Innovation [2]mentioning

confidence: 99%

Implementation of a Web System with Chatbot Service for Sales Management - A Review

Barrantes-Saucedo,

García-Leandro,

Iparraguirre-Villanueva

et al. 2023

IJACSA

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The objective of the research was to analyze various researches about web systems with chatbot service in the sales management process between the years 2018-2022, employing four databases, such as: S cience Direct, Taylor & Francis, IEEE Xplore and S pringer. The PRIS MA methodology was applied, selecting 60 manuscripts where the year of highest publication was 2021 (35%), leading the US A as the country with the highest scientific production equivalent to 23.33%; in addition, the type of research that predominated were scientific articles with the percentage value of 70% and being entirely in the English language. Finally, it was found that there are two relevant components regarding the implementation of a web system with chatbot service for S ales Management, the first are the evaluated aspects, explained as those that focus on the analysis of the intelligent system, chatbot, website, Google API, ecommerce, machine learning, IBM service, mobile application, web, relationship with customer service, sales management, digital transformation, information system, algorithm and innovation and as the second component, according to the conditional factors refers to the context in which the use of chatbot in sales management occurs, being such technical features as algorithm, type of system, chatbot-customer relationship, sales and innovation and sales-system relationship.

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Chatbot to Simplify Customer Interaction in e-Commerce Channels of Retail Companies

Cited by 8 publications

References 18 publications

A Web-Based Stratified Stepped Care Mental Health Platform (TourHeart): Semistructured Interviews With Stakeholders

A Web-Based Stratified Stepped Care Mental Health Platform (TourHeart): Semistructured Interviews With Stakeholders

Agronegocio de insumos agrícolas: Relación entre el comercio electrónico y la transformación digital

Implementation of a Web System with Chatbot Service for Sales Management - A Review

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