A Study on the Innovative Service Model of Enterprise Call Center by Utilizing Artificial Intelligence

• Main Authors: Wen-Hsiang Yang, 楊文祥
• Other Authors: 李吉仁
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/4b9s9z

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.