User Satisfaction with an AI-Enabled Customer Relationship Management Chatbot

Sohail, Maarif; Mohsin, Zehra; Khaliq, Sehar

doi:10.1007/978-3-030-90176-9_36

Cited by 10 publications

(5 citation statements)

References 39 publications

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“…Another important AI application in restaurants is a smart bot, which can act as waiters by making meal recommendations, taking orders, and assisting customers with payment (Sohail, Mohsin, & Khaliq, 2021). AI-enabled bots are becoming increasingly popular in restaurants.…”

Section: Ai In the Catering Industrymentioning

confidence: 99%

AI Adoption in the Chinese Food and Beverage Industry: An Exploratory Study

Wei,

Simay

2023

FIRM

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<em>This study aims to investigate the phenomena of how artificial intelligence (AI) as one of the cutting-edge technologies benefits restaurant services and what the obstacles to implementing AI in a restaurant are. Due to the rapid pace of life, people tend to have less and less eating time, especially white-collar workers. More and more restaurants implement AI technology to improve their cooking efficiency and reduce service time, such as fast payment systems (QR and facial recognition payment), AI-enabled bots, AI-powered self-ordering kiosks, and robot chefs. Since the COVID-19 pandemic begins in early 2020, food safety and sanitation become increasingly important when people eat outside. Chef and waiter robots are good options for avoiding intimate contact. This study employed qualitative research with in-depth interviews. We interviewed three restaurant managers in China. The findings suggest that adopting AI technology in restaurant services can minimize high costs, better manage customer relationships, and provide more convenient in-store services. This study contributes to the managerial gap in AI restaurants. </em>

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Section: Ai In the Catering Industrymentioning

confidence: 99%

AI Adoption in the Chinese Food and Beverage Industry: An Exploratory Study

Wei,

Simay

2023

FIRM

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“…Egy másik fontos MI-alkalmazás az éttermekben az intelligens robot, amely pincérként működhet, étkezési ajánlásokat adva, rendeléseket felvéve és segítve vásárlókat a fizetésben (SOHAIL et al, 2021). Az MI-képes robotok egyre népszerűbbek az éttermekben, mert képesek kezelni a foglalásokat, megválaszolni vásárlói megkereséseket, és segíteni a vásárlóknak a rendelésben.…”

Section: A Vendéglátóiparbanunclassified

Reziliens marketing − Válaszok változó kihívásokra

2023

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“…Research by Georgescu and Teiu (2021) showed a significant increase in the use of email marketing and strong correlations between the indicators used. Marketing automation is further enhanced using chatbotsa targeted online conversation with human end-users that influences user experience and satisfaction (Sohail et al, 2021). As also described by Brandtzaeg Folstad (2017), there is a growing interest in chatbots and machine agents that serve as a natural language user interface for data and service providers.…”

Section: Entrepreneurship and Sustainability Issuesmentioning

confidence: 99%

Design and implementation of a CRM system to optimize business processes of a trading company

Kučera,

Cmuntová

2023

JESI

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This paper aimed to formulate recommendations for implementing CRM systems for trading companies in the small and mediumsized enterprise segment. A content analysis of current documents was used to analyze the types and forms of CRM systems used in these companies. The essential functions a CRM system must contain were identified through structured interviews. The central part of the paper deals with the development and implementation of the CRM system. The current system was analyzed using the HOS 8 method, and its effectiveness was described. The results show that the system could be more efficient and balanced; based on these findings, it was decided to implement a new CRM system. The HOS 8 method was followed by a GAP analysis, which compares the current state of the CRM system with the expected (desired) state. Using the GAP analysis, the process of implementing the CRM system was carried out. The results of this work can be mainly used in trading companies with frequent and continuous contact with customers. However, the above analysis and procedures can also be applied to other types of firms. There are opportunities for further research in modern CRM systems such as automation, digitalization, and Artificial Intelligence. These areas will bring added value to firms and increase their competitiveness.

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User Satisfaction with an AI-Enabled Customer Relationship Management Chatbot

Cited by 10 publications

References 39 publications

AI Adoption in the Chinese Food and Beverage Industry: An Exploratory Study

AI Adoption in the Chinese Food and Beverage Industry: An Exploratory Study

Reziliens marketing − Válaszok változó kihívásokra

Design and implementation of a CRM system to optimize business processes of a trading company

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