research-article

Chatbot as an Intermediary between a Customer and the Customer Care Ecosystem

Authors:

C. AnantaramAuthors Info & Claims

MEDES '17: Proceedings of the 9th International Conference on Management of Digital EcoSystems

Pages 128 - 133

https://doi.org/10.1145/3167020.3167040

Published: 07 November 2017 Publication History

Abstract

In the context of customer care, a digital ecosystem may get activated to address a customer's issue or situation. The digital ecosystem may consist of various computerized systems that provide assisted support, relevant mandatory services, opportunistic pro-active offers, reviews and ratings, and insights from the social web. While addressing a customer's situation the customer and/or the digital ecosystem has to choose the appropriate systems/services with suitable options to be activated in order to deliver effective customer care. This aspect can get quite complicated and some customers tend to get lost in the process and are unable to get their situation addressed to their satisfaction. We propose an intermediary chatbot between a customer and digital ecosystem that can act as a catalyst to diagnose a customer's situation and provision the appropriate services in the ecosystem. The intermediary chatbot engages in a dialog with a customer for identifying his/her situation and extract the set of latent beliefs that the customer holds. It then helps contextualize the systems in the digital ecosystem to offer suitable services, leading to a richer user experience.

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Cited By

Janssen ARodríguez Cardona DBreitner M(2021)More than FAQ! Chatbot Taxonomy for Business-to-Business Customer ServicesChatbot Research and Design10.1007/978-3-030-68288-0_12(175-189)Online publication date: 3-Feb-2021
https://doi.org/10.1007/978-3-030-68288-0_12
Agus Santoso HAnisa Sri Winarsih NMulyanto EWilujeng saraswati GEnggar Sukmana SRustad SSyaifur Rohman MNugraha AFirdausillah F(2018)Dinus Intelligent Assistance (DINA) Chatbot for University Admission Services2018 International Seminar on Application for Technology of Information and Communication10.1109/ISEMANTIC.2018.8549797(417-423)Online publication date: Sep-2018
https://doi.org/10.1109/ISEMANTIC.2018.8549797

Index Terms

Chatbot as an Intermediary between a Customer and the Customer Care Ecosystem
1. Computing methodologies
  1. Artificial intelligence
    1. Natural language processing
    2. Philosophical/theoretical foundations of artificial intelligence

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MEDES '17: Proceedings of the 9th International Conference on Management of Digital EcoSystems

November 2017

299 pages

ISBN:9781450348959

DOI:10.1145/3167020

Copyright © 2017 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Published: 07 November 2017

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MEDES '17

MEDES '17: The 9th International Conference on Management of Digital EcoSystems

November 7 - 10, 2017

Bangkok, Thailand

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MEDES '17 Paper Acceptance Rate 41 of 65 submissions, 63%;

Overall Acceptance Rate 267 of 682 submissions, 39%

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Cited By

Janssen ARodríguez Cardona DBreitner M(2021)More than FAQ! Chatbot Taxonomy for Business-to-Business Customer ServicesChatbot Research and Design10.1007/978-3-030-68288-0_12(175-189)Online publication date: 3-Feb-2021
https://doi.org/10.1007/978-3-030-68288-0_12
Agus Santoso HAnisa Sri Winarsih NMulyanto EWilujeng saraswati GEnggar Sukmana SRustad SSyaifur Rohman MNugraha AFirdausillah F(2018)Dinus Intelligent Assistance (DINA) Chatbot for University Admission Services2018 International Seminar on Application for Technology of Information and Communication10.1109/ISEMANTIC.2018.8549797(417-423)Online publication date: Sep-2018
https://doi.org/10.1109/ISEMANTIC.2018.8549797

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