Effective Algorithm of Estimation the Performance Measures of Group of Servers with Dependence of Call Repetition on the Type of Call Blocking

Stepanov, Mikhail S.; Stepanov, S. N.; Shishkin, Maxim O.

doi:10.1007/978-3-031-23207-7_25

Cited by 6 publications

(1 citation statement)

References 16 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Frequently, the client's request includes an accompanying dossier in which they detail their concern. Naturally, this characteristic should be evident in the mathematical models and techniques employed for contact centre planning [31].…”

Section: Evolution Of Customer Service: From Traditional Channels To ...mentioning

confidence: 99%

The Role of AI Enabled Chatbots in Omnichannel Customer Service

Ghosh,

Ness,

Salunkhe

2024

J. Eng. Res. Rep.

View full text Add to dashboard Cite

Currently, organizations are progressively embracing artificial intelligence (AI) and chatbots to transform omnichannel customer service in the modern digital age. This study examines the revolutionary impact of artificial intelligence (AI) and chatbots in providing seamless, personalized, and efficient consumer experiences across various communication channels. AI technology, such as machine learning and natural language processing, enable organizations to analyze large volumes of data, predict client requirements, and offer immediate support. Chatbots, functioning as artificial intelligence-powered virtual assistants, have a key function in interacting with customers through natural language conversations and providing immediate assistance through several channels, including websites, mobile apps, and messaging platforms. Through the utilization of artificial intelligence (AI) and chatbots, organizations may optimize efficiency, responsiveness, and personalization in consumer interactions, resulting in heightened satisfaction and loyalty. Nevertheless, the implementation of AI and chatbots in omnichannel customer service also gives rise to ethical concerns, including data protection, transparency, and fairness, which need to be resolved in order to guarantee appropriate utilization of these technologies. Notwithstanding these difficulties, the capacity of AI and chatbots to revolutionize the customer service industry is unquestionable, providing organizations with novel prospects to distinguish themselves and provide extraordinary experiences in the digital era. This article offers valuable insights into the developing patterns, difficulties, and possibilities linked to AI and chatbots in Omnichannel customer service. It emphasizes the revolutionary influence of these technologies on the future of managing customer experience.

show abstract

Section: Evolution Of Customer Service: From Traditional Channels To ...mentioning

confidence: 99%