Customer Service System Research Articles

The Self-Improving Customer Service System: How AI Learns from Every Interaction

This article explores the transformative impact of self-improving AI systems in customer service, examining the parallels between AI and human learning processes, the mechanics of AI self-improvement, and the advantages of AI's learning at scale. It delves into real-world applications and impacts across various industries, highlighting improvements in personalization, efficiency, accuracy, customer satisfaction, and cost reduction. The article also addresses ethical considerations such as data privacy, transparency, and bias mitigation, while offering a future outlook on advanced AI capabilities in emotional intelligence, predictive service, and seamless human-AI collaboration. Through a comprehensive analysis of current technologies and future possibilities, this study provides insights into how self-improving AI is revolutionizing customer service, promising more efficient, personalized, and satisfying experiences for customers.

From Product Design to Customer Care: IKEA’s Blueprint for Success

The report aims to introduce IKEA’s customer service and investigate its background and strategic objectives. As a national retail giant, IKEA recognizes that home furnishing is not only a place to live, but also provides products, services and shopping experience by understanding consumer needs. The research topics include IKEA’s customer service system, service strategy, system standards, customer feedback collection and use, etc. Collect information by publishing questionnaires, contacting the customer service team, and the official website, etc. The results include the development of IKEA and customer service strategy of IKEA, analyze its advantages, such as customer-centered and high-cost performance, and also point out the shortcomings of products that need to be self-assembled and crowded stores, and give corresponding suggestions. The conclusion shows that IKEA focuses on consumer feelings and provides a variety of services. The survey shows that most consumers are satisfied with their services and products. In the future, IKEA should provide paid assembly services, optimize the checkout process, and provide personalized recommendations with big data to better meet customer needs.

Digitalization Management in the Corporate Banking Sector of Ukraine

Introduction. Digitalization in trendy banking services requires changing their relationships with corporate clients within the framework of an individual approach to each client in the context of the development of the latest information and communication technologies and Internet marketing. Therefore, improving the business customer service system based on innovative technologies in banks to increase their competitiveness and profitability remains relevant. Aim and tasks. This study aims to examine the trends in banks’ service of corporate clients in the context of the latest financial technology development and to determine the directions for forming a digitalization strategy in corporate banking in Ukraine. Results. The growth of corporate clients in the banking system of Ukraine in 2022-2024 became possible due to the digitalization of management and the implementation of electronic payment systems, which contributed to the growth in the number of open accounts, which increased by 27%, while the growth of remote servicing increased from 78% to 89% of business clients. The top 10 banks in Ukraine account for 75% of the funds in corporate clients’ accounts. Along with high reliability, the clients of these banks have come to value the digital services that banks provide that meet global standards. As a result of the growth in the volume of banking services provided to corporate clients in 2023 using digital technologies, the volume of fee and commission income of the Ukrainian banking system increased by 13% compared to 2022. Conclusions. The banking system of Ukraine is in the process of digital transformation that promotes the transformation of financial institutions into high-tech platforms capable of creating new algorithms for generating profit from digital technologies. Implementing digital transformation in the banking sector increases the number of banks` corporate clients and their satisfaction with banking products and services. This leads to an increase in the efficiency of banking activities and banks’ profitability through increased commission income. The forecasting of commission income of Ukraine’s banking system conducted in this study showed that further introduction of digitalization into corporate banking could contribute to their growth by at least 8% annually.

ФОРМУВАННЯ СИСТЕМИ КЛІЄНТСЬКОГО СЕРВІСУ ПРИ НАДАННІ НОТАРІАЛЬНИХ ПОСЛУГ

The article analyses the relevance and necessity of developing a customer service system in the field of notarial services. The author emphasises that the topic of forming a customer service system in notaries has not been developed, no special studies have been conducted, and there is no legislative regulation of this issue. The author examines the legal nature of notarial activity as a service activity which is of a public nature but is a client-oriented activity. The article proposes to develop the concept of a customer service system for the provision of notarial services in integration with the information and communication system of e-notary. The author refers to the formation of a cus-

Openstreetmap Application For Mobile Devices That Tracks Customer Service Coordinates

One of the most recent innovations in customer service, where competition is fierce, is mapping consumer coordinates. Given that the clientele is dispersed among multiple villages and sub-districts. Consumer place mapping is not without its challenges. Finding data sources can be challenging in and of itself, aside from regional problems and a staffing deficit. to build a customer service system by using facilities. OpenStreetMap (OSM) was then built using an HTML website framework, MySQL with Myadmin PHP features, and the OpenStreetMap API. OpenStreetMap (OSM) is a mapping tool that enables exact mapping of virtually all of Indonesia's residential areas through the use of satellite photography. Furthermore, by dividing the mapping region into smaller mapping pieces, the tasking manager tool in OSM speeds up digitizing. This makes it possible for several OSM volunteers to map the same region concurrently across several districts or cities. in Indonesia

Research and Application of Large Model-Based Intelligent Customer Service System

With the rapid development of artificial intelligence technology, intelligent customer service systems have been widely used. This paper addresses the limitations of traditional intelligent customer service systems, such as limited language understanding ability, narrow knowledge coverage, and insufficient personalized service. It proposes an intelligent customer service system design scheme based on the RAG model. The scheme leverages the powerful language understanding and generation capabilities of large models, combined with dialogue management and knowledge base retrieval enhancement techniques, to build an efficient and intelligent customer service system. This paper introduces the overall architecture of the system, the design and implementation of each module, and comprehensively evaluates the system through experiments. The experimental results show that the system can provide accurate and fluent customer service, significantly improving customer satisfaction. The research in this paper provides new ideas and references for the development of intelligent customer service systems.

Optimized Attention Enhanced Temporal Graph Convolutional Network Espoused Research of Intelligent Customer Service System based on Natural Language Processing Technology

ABSTRACT Consumers have begun to move their attention away from product functioning and toward value probably extracted from items. Companies have begun to use customer service systems (CSS) in response to this trend, which are business models that give clients with not solitary tangible items as well as intangible facilities. Even with substantial investigation on Smart CSS frameworks, rare of this frameworks considered customers active data producers actively creating data for the Smart CSS. Furthermore, the majority of them offered a generic remedy rather than a personalized one. To classify customer service systems, performance metrics, such as precision, accuracy, F1-score, Recall (Sensitivity), Specificity, Error rate, Computation time, and RoC are considered. The performance of AETGCN-NGOA-CSS approach attains 19.11%, 24.12% and 28.13% high specificity, 24.93%, 23.04%, and 9.51% lower computation time, 15.2%, 25.45% and 13.91% higher ROC and 8.45%, 20.98%, and 27.55% higher accuracy compared with existing methods, such as developing personalized recommendation system in smart product service system depend on unsupervised learning model (CSS-BERT), Cognitive Decision-Making approaches in Data-driven Retail Intelligence: Consumer Sentiments, Choices, Shopping Behaviors (CSS-CDMA), e-Commerce Online Intelligent Customer Service System under Fuzzy Control (CSS-FFNN), respectively.

Intelligent Customer Service System Optimization Based on Artificial Intelligence

To elevate the intelligence of customer service dialogue systems, this article proposes an intelligent customer service system comprising chat dialogue subsystems, task-oriented multi-turn dialogue subsystems, single-turn dialogue subsystems, and an integration model. Firstly, to enhance diversity of responses and improve user experience, particularly in casual chat scenarios, this article presents a Seq2Seq-based approach for multi-answer responses, allowing for more expressive emotional expression in responses. Secondly, to address situations where customers cannot articulate their needs in a single sentence during multi-turn dialogues, this article designs a task-oriented multi-turn dialogue module. It employs intent recognition and slot filling to maintain contextual information throughout the conversation, aiding customers in problem resolution. Lastly, to overcome the current limitation of intelligent customer service models providing relatively one-dimensional answers in specific domains.

VR communication simulation with scripted dialog elicits HPA axis stress

Stress-inducing virtual reality (VR) systems have various applications in research, ranging from training to therapy to the observation of biological stress responses. Stress in VR can be evoked through environmental, cognitive, and social stimuli. Although various VR tasks can induce an autonomic nervous system (ANS) stress response, hypothalamic-pituitary-adrenal (HPA) axis stress responses have only been confirmed in VR for the virtual Trier social stress test (V-TSST). Understanding the impact of a wider variety of tasks on HPA-axis stress response could lead to the development of more effective stress relief measures and treatments. This study aims to clarify whether a virtual communication simulation, using a static procedure with a predetermined dialog, can evoke an HPA-axis stress response. Employing a virtual customer service system, we varied the intensity of the presented stress by changing the tone and gestures of the virtual customer. The findings confirm that HPA-axis stress responses can be elicited by such static virtual customer service training systems, and the stress responses can be adjusted by altering the avatar’s attitude. These findings suggest potential applications in research for observing human physiological responses to stress and development of stress reduction strategies, thereby affirming the effectiveness of VR in communication training.

A Systematic Literature Review on IT-enabled value Co-creation: Toward an integrative framework

Information technology-enabled value co-creation (IT-enabled VCC) has become a central research area. However, a clear understanding of its theoretical foundations and conceptual structure is still lacking. Thus, it is important to clarify the theoretical perspectives and develop an integrative framework for the transdisciplinary and growing domain based on a cumulative body of knowledge. We conduct a systematic literature analysis using a combination of bibliometric analysis, text mining, and content analysis on 451 IT-enabled VCC articles and 1010 VCC articles. Our analyses reveal seven theoretical perspectives (customer experience, S-D logic, service logic, service system, service ecosystem, IT ecosystem, and practice) in IT-enabled VCC research, and the evolution of the theoretical perspectives grounded in four basic principles. Further, an integrative framework of IT-enabled VCC research is developed. The framework consists of four consolidated themes (IT-enabled value co-creation antecedent, IT-enabled value co-creation pattern, IT-enabled customer experience, and IT-enabled value co-creation consequence) and their relationships. In discussing the limitations of these four themes, important and promising research areas and questions are outlined to advance IT-enabled VCC research. These include the dynamic and systematic nature of IT-enabled VCC, its ecosystem-wide antecedents and multilevel impacts, and smart service-based customer experience value.

Online Cloth Store

The "Online Cloth Store" is an e-commerce platform designed to allow users to browse and purchase clothing items from a variety of brands and retailers. The platform features a range of clothing options for men, women, and children, including tops, bottoms, dresses, and outerwear. The Online Cloth Store includes a number of features to make the shopping experience convenient and user-friendly. Some of these features include. A search function that allows users to search for specific items or browse through categories such as style, brand, or size. A wish list feature that allows users to save items for later purchase or to share with friends and family. A shopping cart that allows users to add items to their cart and proceed to checkout when they are ready to make a purchase. A payment gateway that supports a variety of payment methods, including credit cards, debit cards, and online payment services. A customer service system that provides assistance to users with questions or issues related to their purchases. The Online Cloth Store aims to provide users with a convenient and hasslefree shopping experience, while also offering a wide selection of clothing items at competitive prices. It is intended for use by individuals looking to purchase clothing items for themselves or as gifts for others.

Omnichannel Approach to Customer Service in the Digital Economy

Relevance. The current conditions for the development of the customer service system in companies of various business profiles are characterized by the influence of many factors: from uncertainty and increased risks against the background of the consequences of the coronavirus pandemic and sanctions pressure to the digital transformation of business processes. At the same time, generations of potential consumers are changing, which contributes to the transformation of approaches to customer service and their requirements for the quality of products, services and services.In this regard, the relevance of finding new customer service channels, expanding the sphere of promotion of products and services to potential consumers, as well as mastering new methods and technologies of client services is growing. The implementation of these areas is possible on the basis of the development and implementation of an omnichannel service system for a potential and formed client base.The purposeof the study is to identify modern trends and potential for the development of an omnichannel approach to customer service in the context of the digital transformation of the Russian economy.Objectives: highlight the factors of changing the paradigm of customer service; determine the directions of transformation of customer service services; identify the prerequisites for using the omnichannel approach to the implementation of client services and the potential for its development in the modern conditions of the digital economy.Methodology. In the course of the study, general scientific methods were used: scientific abstraction, analysis and synthesis, generalization and extrapolation.Results. The study made it possible to form and highlight the following scientific results: the essence and content of the omnichannel approach to customer service was determined; the classification of channels and customer service services in the aggregate of the omnichannel approach was given, promising directions of omnichannel service systems in the digital economy were identified.Conclusions. The digital transformation of business processes affects the customer service system, primarily in terms of the choice of specific channels and services, as well as an integrated approach to their implementation. Customer focus as a basic trend in the development of modern business contributes to improving the efficiency of the customer service system based on omnichannel services.

Navigating the Landscape of Mobile Banking in Bangladesh: A Critical Examination of Challenges and Opportunities

Mobile Banking is an emerging alternate channel for providing banking services. The primary purpose of this study is to identify the problems of mobile banking and the benefits of mobile banking users in Bangladesh. For the research, both primary and secondary data were used. The total sample consisted of 158 respondents (male 69% and female 31%), and a semi-structured close-ended questionnaire was used. This study adopts a descriptive. Besides, we used the Likert Scale to range the satisfaction and dissatisfaction levels. A frequency test was done to measure the result, and then a graph was used to represent and show the findings efficiently. Statistical software SPSS version 16.0 was used to analyze data. The most significant result shows that 59.5 % of respondents face security and safety risks, and 46.8 % think mobile banking is a quick customer service and time-saving transaction system. So, to run the mobile banking service effectively and efficiently, proper care has been taken, and necessary steps to improve the quality of services.

Customer Service Combining Human Operators and Virtual Agents: A Call for Multidisciplinary AI Research

The use of virtual agents (bots) has become essential for providing online assistance to customers. However, even though a lot of effort has been dedicated to the research, development, and deployment of such virtual agents, customers are frequently frustrated with the interaction with the virtual agent and require a human instead. We suggest that a holistic approach, combining virtual agents and human operators working together, is the path to providing satisfactory service. However, implementing such a holistic customer service system will not, and cannot, be achieved using any single AI technology or branch. Rather, such a system will inevitably require the integration of multiple and diverse AI technologies, including natural language processing, multi-agent systems, machine learning, reinforcement learning, and behavioral cloning; in addition to integration with other disciplines such as psychology, business, sociology, economics, operation research, informatics, computer-human interaction, and more. As such, we believe this customer service application offers a rich domain for experimentation and application of multidisciplinary AI. In this paper, we introduce the holistic customer service application and discuss the key AI technologies and disciplines required for a successful AI solution for this setting. For each of these AI technologies, we outline the key scientific questions and research avenues stemming from this setting. We demonstrate that integrating technologies from different fields can lead to a cost-effective successful customer service center. The challenge is that there is a need for several communities, each with its own language and modeling techniques, different problem-solving methods, and different evaluation methodologies, all of which need to work together. Real cooperation will require the formation of joint methodologies and techniques that could improve the service to customers, but, more importantly, open new directions in cooperation of diverse communities toward solving joint difficult tasks.

Online response management: hotelier perspectives from a global South African tourism hub

An online response management (ORM) system is a customer service system that is supported by information technology. A significant gap exists regarding literature on the management of online reviews at accommodation establishments in Cape Town. The aim of the study was to understand how hotels manage their online reputation when responding to online platforms visitor reviews, focusing on guests’ online reviews (OLR) and how hotels respond and use ORM systems to manage these reviews. This exploratory research employed a qualitative methodology, whereby seven 4-star rated accommodation establishments, within the Cape Metropole were sampled. Data were collected via face-to-face interviews, and online interviews and electronic mail were also accepted due to Covid-19 restrictions. The study presents the following assumptions drawn from existing research: (1) hotels are equipped to respond to online reviews during a pandemic, and (2) hotel management perceives negative and positive reviews to be impactful. The results reveal that hotels are aware of how negative and positive ORLs impact the brand of the establishment, and how ORM systems are used to monitor and maintain their reputation online. A contribution of the study was the adoption of positive response actions to an existing review response framework.

Optimalisasi Strategi Segmentation, Targeting dan Positioning Dalam Meningkatkan Penjualan pada Pitstop Kopi Gresik

This study uses a qualitative descriptive method that aims to determine the strategy of segmentation, targeting, positioning in increasing sales at PitStop Kopi Gresik. Data collection techniques through in-depth interviews, observation, and documentation were carried out by researchers in identifying segmentation, targeting, positioning at Pitstop Kopi Gresik. Based on the research results obtained are (1) segmentation at Pitstop Kopi Gresik based on geography, namely in the middle of the city and lower middle class people. Demographic segment from 19-30 years old youth to adults. The psychographic segment is the personality of the Gresik people who like to hang out, enjoy coffee and lifestyle like hanging out. The consumer behavior segment is attracted to repeat orders for the product because it tastes good. (2) Targeting product specialists Pitstop Coffee makes and provides a limited range of products by selling clothing. Its Market Specialists utilize sales marketing who visit various schools in Gresik to introduce products and places. Selective Specialties with the people of Gresik who like sweet drinks and foods that are not too spicy. Full service using a customer service system, only ordering menus, the menu will be delivered by the waiter. (3) Positioning based on attributes including making latte art competition events, logos, colors, and jargon can be known by many people. Based on price and quality, prices are affordable by consumers and have good taste quality. Based on superior use in terms of events, service, place, packaging and coffee drinks because this coffee is blended according to Gresik's typical coffee. Based on the use of this product, it positions the use of products that use menu names that are anti-mainstream.
 Keywords: Segmentation, Targeting, Positinoning

Self-Service Optimization: Comprehending Customer Satisfaction

<p><em>Today, washing clothes is a separate problem for some people. This is because not a few people have very busy activities in their daily lives. Indirectly, they decided to use a laundry service which was considered fast and efficient due to the limited time they had. Self-service laundry service is a laundry service that has a customer service system that will wash their own clothes at the laundry in a short time. Self-service based methods have developed very rapidly in various business sectors. This study purpose is to determine the level of customer satisfaction and their level of loyalty to self-service-based laundry services. This study uses the SEM-PLS analysis method. Data is obtained through observation with business owners/supervisors in order to understand the patterns and mechanisms of implemented marketing communications. As well as distributing an online questionnaire based on The Flower of Service which was filled in by 302 respondents to understand the level of customer satisfaction. This study reveals that self-service-based laundry services are supported by optimizing business strategies, especially in digital-based integrated service marketing communications that have been carried out. The results of the study revealed that customers stated quite high levels of satisfaction and loyalty. This research contributes to the service marketing literature by revealing the perspectives of customer satisfaction and loyalty in self-service-based service businesses. There have been many studies conducted to discuss this laundry service business. However, there are no research findings regarding Self-service Optimization. </em></p>

Structural and queue characterization of a non-Markovian boundary value problem

In this study, we investigate a single server architecture in which the customer service system is not aware of the length of the line that was sent to them. Thus, the system-controlling equations here become what are known as the vacation differential equations. Here, we argue specifically that this vacation is what is causing the oscillations in the performance measurements of the system. The symbolic structure of the differential equation of the non-Markovian queuing problem is introduced in this study. A procedure of maintenance work is included in this model in terms of the vacation stage to support this minimal non-interrupted service system. The findings offer a thorough analysis of the system that enables it to operate more profitably even if it is interrupted by any associated activities. The supplemental variable method solves the queuing problem caused by the aforementioned subsequent outcomes. Estimates are made for the queue size, server idle time, use, and probability generating factors for each operating method. Numerical analysis was performed on specific examples using mathematical software. This strategy is perfectly acceptable because it is regularly employed and makes use of a statistical demarcation method. The graphical representation of this perspective provides precise calculations of the apparent constraints.

Digital platforms in the modern banking customer service system

Digital platforms in the modern banking customer service system

Discovering and Ranking Relevant Comment for Chinese Automatic Question-Answering System

Intelligent customer service system is timely, efficient, and accurate, which is more and more popular in grid electric power companies, and the amount of customer consultation is increasing day by day. It is infeasible for human customer service to answer these questions on time, so an automatic question-answering system is of great help to the grid electric power company. The customer queries from the grid electric power company customer service is very different from open-domain questions: the problems questioned by customer tend to be for a specific device or system within the enterprise operation problem. Most grid electric companies provide customers with a communication platform where customers can get guidance on using equipment and the business process. The comments from communication platforms are valuable resources for answering customer questions. In our work, we use three neural network models which excavate potential answers to customer queries from comments. One of the key challenges, however, is the difficulty of matching customer questions with comments. To solve this problem, we propose a method based on deep learning to find the comments related to customer questions to generate more accurate and reliable answers. Experiments can prove that our method performed well in the customer service of grid electric power company.