Use of chatbots for customer service in MSMEs

Cordero, Jorge; Barba-Guamán, Luis; Guamán, Franco

doi:10.1108/aci-06-2022-0148

Cited by 19 publications

(6 citation statements)

References 43 publications

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“…While AI technology has streamlined most narrative analysis processes, capturing nuanced narrative data is also gaining prominence. Some researchers are now at the forefront of developing AI for interview purposes (Cordero et al, 2022;Han et al, 2021). Commercial entities have also harnessed the power of artificial intelligence (AI) to conduct qualitative customer interviews.…”

Section: Virtual Assistants Breaking Into Narrative Researchmentioning

confidence: 99%

A Case Study on Measuring AI Assistant Competence in Narrative Interviews

Chan,

Zhao

2024

F1000Res

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Abstract* Background Researchers are leading the development of AI designed to conduct interviews. These developments imply that AI's role is expanding from mere data analysis to becoming a tool for social researchers to interact with and comprehend their subjects. Yet, academic discussions have not addressed the potential impacts of AI on narrative interviews. In narrative interviews, the method of collecting data is a collaborative effort. The interviewer also contributes to exploring and shaping the interviewee's story. A compelling narrative interviewer has to display critical skills, such as maintaining a specific questioning order, showing empathy, and helping participants delve into and build their own stories. Methods This case study configured an OpenAI Assistant on WhatsApp to conduct narrative interviews with a human participant. The participant shared the same story in two distinct conversations: first, following a standard cycle and answering questions earnestly, and second, deliberately sidetracking the assistant from the main interview path as instructed by the researcher, to test how well the metrics could reflect the deliberate differences between different conversations. The AI's performance was evaluated through conversation analysis and specific narrative indicators, focusing on its adherence to the interview structure, empathy, narrative coherence, complexity, and support for human participant agency. The study sought to answer these questions: 1) How can the proposed metrics help us, as social researchers without a technical background, understand the quality of the AI-driven interviews in this study? 2) What do these findings contribute to our discussion on using AI in narrative interviews for social research? 3) What further research could these results inspire? Results The findings show to what extent the AI maintained structure and adaptability in conversations, illustrating its potential to support personalized, flexible narrative interviews based on specific needs. Conclusions These results suggest that social researchers without a technical background can use observation-based metrics to gauge how well an AI assistant conducts narrative interviews. They also prompt reflection on AI's role in narrative interviews and spark further research.

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Section: Virtual Assistants Breaking Into Narrative Researchmentioning

confidence: 99%

A Case Study on Measuring AI Assistant Competence in Narrative Interviews

Chan,

Zhao

2024

F1000Res

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“…As demandas da sociedade e os avanços tecnológicos impulsionam a necessidade de um atendimento rápido, remoto e online, que é um dos benefícios comerciais da inovação por meio da implementação de uma IA. Muitas empresas estão implementando chatbots para automatizar tarefas rotineiras e melhorar o atendimento ao cliente (CORDERO, et al, 2022).…”

Section: Inovação E Governança No Setor Públicounclassified

Proposta de aplicação de um chatbot para o aprimoramento do programa de integridade em uma universidade pública

Neta Albuquerque Chaves,

Albuquerque de Oliveira,

Landau Paiva de Medeiros

et al. 2024

PRW

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O artigo apresenta uma abordagem inovadora ao propor a utilização de uma inteligência artificial (IA), representada pelo chatbot, como instrumento estratégico para potencializar a eficácia do programa de integridade (PI) em uma universidade pública. Esta pesquisa busca não somente facilitar o acesso à informação, mas também estimular a inovação e o aperfeiçoamento contínuo dos serviços públicos. O cerne deste estudo de caso consiste em propor a aplicação de um chatbot para otimizar o programa de integridade, potencializando a disseminação de conhecimento e fomentando uma cultura de integridade que propicie uma gestão mais transparente, responsável e ética. A metodologia adotada incluiu uma análise detalhada das necessidades dos servidores que atuam diretamente na gestão do PI e a seleção criteriosa das informações relevantes para a base de dados do chatbot. Ao término da pesquisa, almeja-se oferecer recomendações práticas para a efetiva implementação desta ferramenta.

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“…However, they also acknowledged that in some cases, they still needed other applications or tools to support their work. ChatGPT functions as a communication channel between respondents and the information needed for daily learning [12]. ChatGPT is considered as a medium or tool for obtaining new information and ideas [13].…”

Section: Lec3 Saidmentioning

confidence: 99%

Exploring the Usage of ChatGPT in Higher Education: Frequency and Impact on Productivity

Firaina

Sulisworo

2023

BEI

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This research aims to gain a deeper understanding of the views and rationality of lecturers in using ChatGPT in learning by explaining how lecturers use it in learning and their reasons for choosing or not choosing the technology. In this study, lecturers will be interviewed and asked to share their experiences and views on it. The data collected will be analyzed and interpreted to gain a deeper understanding of how the use of ChatGPT affects learning and why lecturers choose or do not choose the technology. In the interview results, ChatGPT helps users in finding information, ideas, translating texts, and providing alternative questions to deepen the understanding of the material. It is important to consider and verify information with more reliable and accurate sources. The use of ChatGPT in learning can be an interesting and effective alternative, but users also need to remain critical and selective in utilizing it. In further research, more interviews and case studies need to be conducted to obtain a more comprehensive understanding of the use of ChatGPT in learning. Although ChatGPT has limitations, respondents consider its use to improve productivity and learning efficiency. Therefore, the use of ChatGPT can be considered as an attractive alternative in learning, while maintaining a critical approach in utilizing it and verifying the information provided.

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Use of chatbots for customer service in MSMEs

Cited by 19 publications

References 43 publications

A Case Study on Measuring AI Assistant Competence in Narrative Interviews

A Case Study on Measuring AI Assistant Competence in Narrative Interviews

Proposta de aplicação de um chatbot para o aprimoramento do programa de integridade em uma universidade pública

Exploring the Usage of ChatGPT in Higher Education: Frequency and Impact on Productivity

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