Influências da tecnologia para a inovação em serviços

Klement, Claudia Fernanda Franceschi; Yu, Abrahan Sin Oih

doi:10.5902/19834659576

Cited by 2 publications

(2 citation statements)

References 2 publications

(5 reference statements)

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Section: Literature Reviewmentioning

confidence: 99%

“…For Henderson and Clark (1990), success in managing innovation relates to the organization's skills in fostering and integrating its knowledge and routines in all departments, in addition to connecting its main characteristics, described as the innovation's architecture. Likewise, professionals' competencies are necessary for linking knowledge with technological innovation and its management (Klement & Yu, 2008;Tidd, Bessant, & Pavitt, 2008). Chesbrough (2003) states that the creation and management of innovation must be part of the organizations' essence, especially for companies where technology plays a fundamental role in activities, services, products and business processes, such as customer service.…”

Section: Introductionmentioning

confidence: 99%

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Increasing customer service efficiency through artificial intelligence chatbot

Andrade

Tumelero

2022

REGE

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PurposeThis study investigated the contribution of artificial intelligence (AI) to the efficiency of customer service. This study contributes to services technological innovation in process management, a field not yet settled in the literature.Design/methodology/approachAI is a multidisciplinary field of research that has stood out for the technological dynamism provided to organizational products and processes. The study was carried out at an Analytical Intelligence Unit (AIU) of a Brazilian commercial bank that applies AI integrated with IBM's Watson system. The study used data content analysis, structured and supported by Atlas.ti software.FindingsThe notorious AI cognitive maturity evolution allowed 181 million interactions and 7.6 million attendances in 2020, improving services efficiency, with gains in agility, availability, accessibility, resoluteness, predictability and transshipment capacity. The chatbot service reduced the queues of call centers and relationship centers, allowing the human attendant to perform more complex attendances.Research limitations/implicationsThe main limitations of this study relate to the research cutout and its borders, such as the choice of participants and their areas of activity, and the choice of the unit of analysis.Practical implicationsThe results indicated that attendance through the virtual assistant increased by more than a 1,000% from 2019 to 2020, demonstrating the bank was technologically ready to face the Covid-19 pandemic effects.Originality/valueIn line with the evolutionary theory of innovation, the authors concluded that technological scaling in AI allows exponential gains in customer service efficiency and business process management. They also conclude that the strategy for creating AIUs is successful, once it allows centralizing, structuring and coordinating AI projects in R&D cooperation, cognitive computing and analytics.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Increasing customer service efficiency through artificial intelligence chatbot

Andrade

Tumelero

2022

REGE

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Innovation Processes in Small and Medium Enterprises Associated in Networks from the Supermarket Sector

Alves

Figueira

Castro

et al. 2013

Journal of Technology Management & Innovation

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This study evaluates the types of innovation that Small and Medium Enterprises (SMEs) associated in networks develop in order to enjoy competitive benefits offered by those networks. The present study developed qualitative multiple case study of two networks from the supermarket sector, one vertical network and one horizontal network, which operate in southern region of Minas Gerais, Brazil. The results allowed concluding that organizational changes companies had to implement in order to enjoy the benefits they had considered competitive, enabled with their participation in the networks, can be considered organizational innovations. Data analysis revealed that innovations implemented by companies, resulted in other types of innovation, such as other organizational service innovations. It should also be mentioned that the innovation processes showed differences in their form in the two networks studied. In the vertical network, innovation occurred from the top-down. In the horizontal network, innovation occurred from the bottom-up.

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Influências da tecnologia para a inovação em serviços

Cited by 2 publications

References 2 publications

Increasing customer service efficiency through artificial intelligence chatbot

Increasing customer service efficiency through artificial intelligence chatbot

Innovation Processes in Small and Medium Enterprises Associated in Networks from the Supermarket Sector

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