The impact of AI-based conversational agent on the firms' operational performance: Empirical evidence from a call center.
Zhenyuan ZhangBin LiLuning LiuPublished in: Appl. Artif. Intell. (2023)
Keyphrases
- empirical evidence
- conversational agent
- call center
- conversational agents
- operational decisions
- natural language interfaces
- artificial intelligence
- service quality
- human communication
- heavy traffic
- service level
- knowledge representation
- arrival rate
- information systems
- decision making
- asymptotically optimal
- intelligent systems
- games based learning
- cooperative
- intelligent tutoring systems
- random variables
- intelligent agents
- human computer interaction
- computational intelligence
- expert systems
- real time