Integration of AI into Customer Service: A Taxonomy to Inform Design Decisions.
Mathis PoserChristina WiethofEva A. C. BittnerPublished in: ECIS (2022)
Keyphrases
- design decisions
- customer service
- design issues
- design process
- architectural design
- design principles
- inventory control
- artificial intelligence
- trade off
- customer satisfaction
- customer behavior
- participatory design
- expert systems
- governmental organizations
- customer support
- design processes
- machine learning
- design choices
- call center
- business strategy
- state space
- information technology
- multi agent systems
- design solutions