ChatPy: Conversational agent for SMEs

Pérez, Patricio Javier López; De-La-Cruz, Fabian; Guerron, Ximena; Conrado, Geovanny; Quiroz-Palma, Patricia; Molina, Winther

doi:10.23919/cisti.2019.8760624

Cited by 12 publications

(13 citation statements)

References 12 publications

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“…The COVID-19 pandemic shifted the focus of SMEs and consumers to a virtual world, resulting in an increased online presence (Klein & Todesco, 2021). AI can prove useful to evaluate consumers' needs, offer personalised suggestions and pricing, target customers, and predict market trends and competitors' behaviour (Basri, 2021;Kumar et al, 2019;Paschen et al, 2020;Pérez et al, 2019). The present study suggests that during the COVID-19 pandemic, AI applications can boost SMEs' sensing capabilities through a more efficient prediction of market trends and facilitation of customers' needs.…”

Section: Hypothesis Building; Covid-19 Pandemic Ai and Dynamic Capabi...mentioning

confidence: 77%

“…Moreover, AI advances big data collection and processing, analysis, drives conclusions and provides recommendations (Drydakis, 2021;Jablonska & Polkowski, 2017;Bengio et al, 2013). AI is utilised by SMEs to support their business operations in areas such as sales and marketing, conversational commerce, customer service support, data analytics, sustainable development, credit evaluations, risk assessments, cybersecurity and legal services (Basri, 2021;Camacho-Miñano et al, 2015;Hamal & Senvar, 2021;Ikumoro & Jawad, 2019;Kim et al, 2019;Pérez et al, 2019;Rebón et al, 2015;Sood, 2020;Watney & Auer, 2021), helping to improve the quality optimisation, operational efficiencies and overall development of SMEs (Hansen & Bøgh, 2021;Kumar & Kalse, 2021).…”

Section: Applications Of Artificial Intelligence In Businessmentioning

confidence: 99%

“…Moreover, chatbots added with AI enhance timely query management and disbursal without any time constraints and waiting, enabling customers to communicate smoothly with firms (Jablonska & Polkowski, 2017;Um et al, 2020;Vishnoi et al, 2018). Therefore, AI facilitates virtual communication to improve sales, customer services and satisfaction (Pérez et al, 2019).…”

Section: Chatbotsmentioning

confidence: 99%

“…Sensing describes the assessment of opportunities and needs existing outside of the firm, with AI helping SMEs to sense as it can identify opportunities such as finding and engaging with the right customers, improving customer retention, experience and purchases, offer personalised services and 24/7 communication (Basri, 2021;Hansen & Bøgh, 2021;Kumar & Kalse, 2021;Li, Du, et al, 2018;Li, Su, et al, 2018;Pérez et al, 2019).…”

Section: Ai and Dynamic Capabilitiesmentioning

confidence: 99%

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Artificial Intelligence and Reduced SMEs’ Business Risks. A Dynamic Capabilities Analysis During the COVID-19 Pandemic

Drydakis

2022

Inf Syst Front

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The study utilises the International Labor Organization's SMEs COVID-19 pandemic business risks scale to determine whether Artificial Intelligence (AI) applications are associated with reduced business risks for SMEs. A new 10-item scale was developed to capture the use of AI applications in core services such as marketing and sales, pricing and cash flow. Data were collected from 317 SMEs between April and June 2020, with follow-up data gathered between October and December 2020 in London, England. AI applications to target consumers online, offer cash flow forecasting and facilitate HR activities are associated with reduced business risks caused by the COVID-19 pandemic for both small and medium enterprises. The study indicates that AI enables SMEs to boost their dynamic capabilities by leveraging technology to meet new types of demand, move at speed to pivot business operations, boost efficiency and thus, reduce their business risks.

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Section: Hypothesis Building; Covid-19 Pandemic Ai and Dynamic Capabi...mentioning

confidence: 77%

Section: Applications Of Artificial Intelligence In Businessmentioning

confidence: 99%

Section: Chatbotsmentioning

confidence: 99%

Section: Ai and Dynamic Capabilitiesmentioning

confidence: 99%

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Artificial Intelligence and Reduced SMEs’ Business Risks. A Dynamic Capabilities Analysis During the COVID-19 Pandemic

Drydakis

2022

Inf Syst Front

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“…Dalam NLP tujuan yang ingin dicapai adalah kemampuan sebuah sistem NLP memiliki pengetahuan bahasa alami baik dari susunan kalimat, arti dari kata tersebut dan maksud dari sebuah kalimat. Sedangkan NLU sendiri adalah merupakan sub bidang dari NLP, di mana fokus tujuan dari NLU itu sendiri adalah untuk melakukan pemahaman terhadap suatu kalimat dan melakukan analisis semantic [11].…”

Section: Framework Dialogflowunclassified

Rancang Bangun Fitur Chatbot Customer Service Menggunakan Dialogflow

Wiratama

Sanjaya

Sugara

2022

JIIKM

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The quality of providing customer service channels is very influential on customer satisfaction. To keep customer satisfaction, it is necessary to have a good interaction from customer service to the customer. In this case, PT Dian Prima Jayaraya is one of the companies that utilize Solo's application product as a medium for customer service. The development of the Solo application makes the application's features more complex and makes it difficult for users to do activities in the application. Customer service has a role in accommodating questions and answering difficulties experienced by users. The number of incoming questions is quite large, so that the existing customer service team cannot answer. Ignored or unanswered questions can lower the level of customer satisfaction. Therefore, we need a system that can help optimize customer service in a Chatbot to minimize unanswered customer questions. A chatbot is a service powered by rules and artificialintelligence, which the user interacts with through a chat interface. The Chatbot will be built on an iOS prototype application and use the NLP (Natural Language Processing) platform, namely Dialogflow. This platform will process and scan every question given by the customer.

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Chatbot to Simplify Customer Interaction in e-Commerce Channels of Retail Companies

Solis-Quispe

Quico-Cauti

Ugarte

2021

Advances in Intelligent Systems and Computing

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Today, e-commerce has become the main channel of the retail sector, however, the abandonment of online shopping has also increased. This is because it is difficult for customers to navigate the website and they feel the unavailability of a sales consultant to guide them and resolve their doubts. The objective of this study is to propose a chatbot that allows to finish the purchases, improving the user experience in the process of buying online. In addition, it will be validated through acceptance tests to verify in what percentage it simplifies customers’ interaction during the whole online purchase process and customer service.

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ChatPy: Conversational agent for SMEs

Cited by 12 publications

References 12 publications

Artificial Intelligence and Reduced SMEs’ Business Risks. A Dynamic Capabilities Analysis During the COVID-19 Pandemic

Artificial Intelligence and Reduced SMEs’ Business Risks. A Dynamic Capabilities Analysis During the COVID-19 Pandemic

Rancang Bangun Fitur Chatbot Customer Service Menggunakan Dialogflow

Chatbot to Simplify Customer Interaction in e-Commerce Channels of Retail Companies

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