A Study on the Innovative Service Model of Enterprise Call Center by Utilizing Artificial Intelligence
碩士 === 國立臺灣大學 === 臺大-復旦EMBA境外專班 === 106 === The artificial intelligence technology has demonstrated a revolutionary progress during the past decade, not only in theory and algorithm breakthrough but also in various practical applications such as in the Call Center Industry. Call Center has become a...
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ndltd-TW-106NTU054570502019-05-16T01:07:39Z http://ndltd.ncl.edu.tw/handle/4b9s9z A Study on the Innovative Service Model of Enterprise Call Center by Utilizing Artificial Intelligence 人工智能運用於企業客服中心之創新模式研究 Wen-Hsiang Yang 楊文祥 碩士 國立臺灣大學 臺大-復旦EMBA境外專班 106 The artificial intelligence technology has demonstrated a revolutionary progress during the past decade, not only in theory and algorithm breakthrough but also in various practical applications such as in the Call Center Industry. Call Center has become a critical factor of business success in the mobile internet era. Call Center bridges the consumers with the enterprise, it delivers the company’s value proposition, it collects customer’s message, in term of text, trading record, and voice…, all kind the insight intension of the customers. As a cost center, 70% of the operational costs of a Call Center came from labor expense; as a value center, it delivers services to customers, it takes the orders from customers. How can we utilize new artificial intelligence technology to enhance a company’s value creation and delivery to customers through effective call center services becomes a critical issue of management, which also inspires the present research. Based on six real-world project that the thesis researcher personally engaged during past years, this thesis attempts to uncover how the artificial intelligence can strategically improve the performance of Call Center in the aspects of cost and differential advantages. Our research concludes that, by utilizing AI technology, enterprise can possibly develop the innovative service model for their Call Center, in a modern way to fit into the mobile internet era, and their consumer; simultaneously, to maintain cost advantage as well as create differentiation advantage. In addition, a roadmap for those firms that are not yet implement artificial intelligence into their call center activities is suggested for reference. 李吉仁 2018 學位論文 ; thesis 61 zh-TW |
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碩士 === 國立臺灣大學 === 臺大-復旦EMBA境外專班 === 106 === The artificial intelligence technology has demonstrated a revolutionary progress during the past decade, not only in theory and algorithm breakthrough but also in various practical applications such as in the Call Center Industry. Call Center has become a critical factor of business success in the mobile internet era. Call Center bridges the consumers with the enterprise, it delivers the company’s value proposition, it collects customer’s message, in term of text, trading record, and voice…, all kind the insight intension of the customers.
As a cost center, 70% of the operational costs of a Call Center came from labor expense; as a value center, it delivers services to customers, it takes the orders from customers. How can we utilize new artificial intelligence technology to enhance a company’s value creation and delivery to customers through effective call center services becomes a critical issue of management, which also inspires the present research.
Based on six real-world project that the thesis researcher personally engaged during past years, this thesis attempts to uncover how the artificial intelligence can strategically improve the performance of Call Center in the aspects of cost and differential advantages.
Our research concludes that, by utilizing AI technology, enterprise can possibly develop the innovative service model for their Call Center, in a modern way to fit into the mobile internet era, and their consumer; simultaneously, to maintain cost advantage as well as create differentiation advantage. In addition, a roadmap for those firms that are not yet implement artificial intelligence into their call center activities is suggested for reference.
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李吉仁 |
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李吉仁 Wen-Hsiang Yang 楊文祥 |
author |
Wen-Hsiang Yang 楊文祥 |
spellingShingle |
Wen-Hsiang Yang 楊文祥 A Study on the Innovative Service Model of Enterprise Call Center by Utilizing Artificial Intelligence |
author_sort |
Wen-Hsiang Yang |
title |
A Study on the Innovative Service Model of Enterprise Call Center by Utilizing Artificial Intelligence |
title_short |
A Study on the Innovative Service Model of Enterprise Call Center by Utilizing Artificial Intelligence |
title_full |
A Study on the Innovative Service Model of Enterprise Call Center by Utilizing Artificial Intelligence |
title_fullStr |
A Study on the Innovative Service Model of Enterprise Call Center by Utilizing Artificial Intelligence |
title_full_unstemmed |
A Study on the Innovative Service Model of Enterprise Call Center by Utilizing Artificial Intelligence |
title_sort |
study on the innovative service model of enterprise call center by utilizing artificial intelligence |
publishDate |
2018 |
url |
http://ndltd.ncl.edu.tw/handle/4b9s9z |
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