Design and implementation of a VoIP PBX integrated Vietnamese virtual assistant: a case study

Hoang, Hai Son; Khoa, Tran Anh; Doan, Thanh Phong; Tran, Huu Khoa; Dang, Duc Ngoc Minh; Nguyen, Hoang Nam

doi:10.1080/24751839.2023.2183631

Cited by 2 publications

(2 citation statements)

References 20 publications

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“…Personalization is also crucial for voice assistant adoption . A virtual assistant integrated with VoIP technology can assist businesses in handling thousands of calls per day with optimal performance, thus creating a customer service campaign that quickly reaches many users and helping companies reduce operator costs through automated calls (Hoang et al, 2023). Also, incorporating AI chatbots with voice input and sentiment analysis improve Customer Experiences by increasing e ciency and convenience, while also can save cost and time for businesses organizations .…”

Section: Analysis and Discussion Of Resultsmentioning

confidence: 99%

“…Customer needs can be identi ed through interactions with chatbots: Sari & Adinda (2023) use personas to identify them and nd out that information, transactions, security, entertainment, and addressing complaints are the most common. Therefore, chatbots help maintain customer interest in using services , signi cantly reduce costs (Hoang et al, 2023), and play a role in the decisionmaking process as human companions (Hamilton et al, 2021). identi ed that familiarity and comfort with technology play a signi cant role in moderating Customer Experience (CX) and overall satisfaction in digital marketing, in a study involving ChatGPT.…”

Section: Analysis and Discussion Of Resultsmentioning

confidence: 99%

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Between Artificial Intelligence and Customer Experience: A Literature Review on the intersection

Peruchini,

Teixeira,

Silva

2023

Preprint

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This paper is a literature review of the intersection field between Artificial Intelligence (AI) and Customer Experience (CX). We analyzed and synthesized the most recent and prominent literature on the subject, providing an overview of the state of the art, through articles found in the Scopus database. Among the main findings, it is noteworthy that this intersection appears as an interdisciplinary topic of interest in the fields of Computer Science, Business and Management, and Engineering. Additionally, studies often examine conversational agents such as chatbots and voicebots, as well as machine learning prediction models and recommendation systems as a way to improve the Customer Experience. The most common sectors in the review are tourism, banking and e-commerce. Other segments and technologies appear less and may be underrepresented, thus a scope for future research agenda. Despite the existing literature, it is observed that there is still ample room for expansion and exploration, especially considering the emergence of new generative Artificial Intelligence models.

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Section: Analysis and Discussion Of Resultsmentioning

confidence: 99%

Section: Analysis and Discussion Of Resultsmentioning

confidence: 99%

Between Artificial Intelligence and Customer Experience: A Literature Review on the intersection

Peruchini,

Teixeira,

Silva

2023

Preprint

View full text Add to dashboard Cite

show abstract

Between artificial intelligence and customer experience: a literature review on the intersection

Peruchini,

da Silva,

Teixeira

2024

Discov Artif Intell

View full text Add to dashboard Cite

This paper is a literature review of the intersection field between Artificial Intelligence (AI) and Customer Experience (CX). We analyzed and synthesized the most recent and prominent literature on the subject, providing an overview of the state of the art, through articles found in the Scopus database. Among the main findings, it is noteworthy that this intersection appears as an interdisciplinary topic of interest in the fields of Computer Science, Business and Management, and Engineering. Additionally, studies often examine conversational agents such as chatbots and voicebots, as well as machine learning prediction models and recommendation systems as a way to improve the Customer Experience. The most common sectors in the review are tourism, banking and e-commerce. Other segments and technologies appear less and may be underrepresented, thus a scope for future research agenda. Despite the existing literature, it is observed that there is still substantial space for expansion and exploration, especially considering the emergence of new generative Artificial Intelligence models.

show abstract

Design and implementation of a VoIP PBX integrated Vietnamese virtual assistant: a case study

Cited by 2 publications

References 20 publications

Between Artificial Intelligence and Customer Experience: A Literature Review on the intersection

Between Artificial Intelligence and Customer Experience: A Literature Review on the intersection

Between artificial intelligence and customer experience: a literature review on the intersection

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