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Customer Interactions with AI: How C...

Roesler, Jakob,

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Customer Interactions with AI: How Can Marley Spoon Optimize its Chatbot Performance to Improve the Touchpoint Experience Along the Customer Journey /

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Customer Interactions with AI: How Can Marley Spoon Optimize its Chatbot Performance to Improve the Touchpoint Experience Along the Customer Journey // Jakob Roesler.
作者:	Roesler, Jakob,
面頁冊數:	1 electronic resource (89 pages)
附註:	Source: Masters Abstracts International, Volume: 86-01.
Contained By:	Masters Abstracts International86-01.
標題:	Software. -
電子資源:	https://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=31049608
ISBN:	9798383362181

Customer Interactions with AI: How Can Marley Spoon Optimize its Chatbot Performance to Improve the Touchpoint Experience Along the Customer Journey /
Roesler, Jakob,

Customer Interactions with AI: How Can Marley Spoon Optimize its Chatbot Performance to Improve the Touchpoint Experience Along the Customer Journey /Jakob Roesler. - 1 electronic resource (89 pages)

Source: Masters Abstracts International, Volume: 86-01.

The purpose of this in-company project is to identify chatbot optimization recommendations for Marley Spoon to improve the touchpoint experience along the customer journey. Customer interactions with Artificial Intelligence became a relevant part of communication channels within business processes and are already applied in many marketing strategies. Grace to its machine learning capability, chatbots can combine natural language processing and natural language understanding in order to offer an automated customer experience.Nowadays, AI-chatbots are not only able to operate on a mechanical and thinking level, but are also developing on a feeling level. Hence, chatbots can also understand human emotions and adapt empathically to different moods and circumstances. In this way, a well implemented chatbot should not only be used as a simple FAQ machine, but also be implemented for different marketing purposes such as customer attraction and retention.The results of this research are based on a profound literature review with recent articles of well-respected researchers in this field. Moreover, a primary research was conducted in form of in-depth interviews with different specialist of the company and a customer satisfaction survey collected by the chatbot platform. Deriving from the findings of this research, there are three recommendations provided to the company, which should be implemented to improve the touchpoint experience. Those three implementations should be a be a new chatbot interface with more customer engagement, integrating the chatbot to different customer journey stages and setting up a chatbot superteam with specified scope and responsibilities.

English

ISBN: 9798383362181Subjects--Topical Terms:

619355
Software.

Customer Interactions with AI: How Can Marley Spoon Optimize its Chatbot Performance to Improve the Touchpoint Experience Along the Customer Journey /
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520 $a The purpose of this in-company project is to identify chatbot optimization recommendations for Marley Spoon to improve the touchpoint experience along the customer journey. Customer interactions with Artificial Intelligence became a relevant part of communication channels within business processes and are already applied in many marketing strategies. Grace to its machine learning capability, chatbots can combine natural language processing and natural language understanding in order to offer an automated customer experience.Nowadays, AI-chatbots are not only able to operate on a mechanical and thinking level, but are also developing on a feeling level. Hence, chatbots can also understand human emotions and adapt empathically to different moods and circumstances. In this way, a well implemented chatbot should not only be used as a simple FAQ machine, but also be implemented for different marketing purposes such as customer attraction and retention.The results of this research are based on a profound literature review with recent articles of well-respected researchers in this field. Moreover, a primary research was conducted in form of in-depth interviews with different specialist of the company and a customer satisfaction survey collected by the chatbot platform. Deriving from the findings of this research, there are three recommendations provided to the company, which should be implemented to improve the touchpoint experience. Those three implementations should be a be a new chatbot interface with more customer engagement, integrating the chatbot to different customer journey stages and setting up a chatbot superteam with specified scope and responsibilities.
520 $a O objetivo deste projeto em empresa e identificar recomendacoes de otimizacao de chatbot para Marley Spoon, de modo a melhorar a experiencia touchpoint ao longo da jornada do cliente. As interacoes dos clientes com a Inteligencia Artificial tornaram-se uma parte crucial dos canais de comunicacao integradas nos processos de negocios, sendo que ja estao a ser aplicadas em muitas estrategias de marketing. Devido a capacidade de aprendizagem, os chatbots podem combinar processamento de linguagem natural com compreensao de linguagem natural, de maneira a oferecer uma experiencia automatizada ao cliente.Nos dias de hoje, os AI-chatbots nao so sao capazes de operar num nivel mecanico e de pensamento, mas tambem estao desenvolvidos a nivel de sentimento. Os chatbots podem inclusivamente entender as emocoes humanas e adaptar-se efetivamente diferentes estados de espirito e circunstancias. Desta forma, um chatbot eficiente nao deve ser usado apenas como uma simples maquina de resposta a perguntas frequentes, mas tambem deve ser utilizado para diferentes fins de marketing, como a atracao e retencao de clientes.Os resultados da pesquisa foram retirados da analise de conceitos teoricos da literatura cientifica, focada em artigos recentes de investigadores referenciados nessa area. A pesquisa primaria foi realizada em forma de entrevistas com diferentes especialistas da empresa e, tambem, atraves de uma pesquisa de satisfacao de cliente na plataforma chatbot. Com base nos resultados desta pesquisa, ha tres recomendacoes facultadas a empresa, que devem ser implementadas para melhorar a experiencia touchpoint. Uma nova interface chatbot com mais comprometimento com o cliente, integrando o chatbot em diferentes estagios da jornada do cliente e configurando uma superteam chatbot com intuito e responsabilidades especificados.
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