Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/91745
Title: An intelligent knowledge-based chatbot for customer service
Authors: Ngai, EWT 
Lee, MCM 
Luo, M
Chan, PSL 
Liang, T 
Issue Date: Nov-2021
Source: Electronic commerce research and applications, Nov.-Dec. 2021, v. 50, 101098
Abstract: This study proposes an intelligent knowledge-based conversational agent system architecture to support customer services in e-commerce sales and marketing. A pilot implementation of a chatbot for customer services is reported in a leading women's intimate apparel manufacturing firm. The proposed system incorporates various emerging technologies, including web crawling, natural language processing, knowledge bases, and artificial intelligence. In this study, a prototype system is built in a real-world setting. The results of the system prototype evaluation are satisfactory and support the contention that the system is effective. The study also discusses the challenges and lessons learned during system implementation and the theoretical and managerial implications of this study.
Keywords: Case analysis
Chatbot
Conversational agent
Knowledge-based system
System design
Publisher: Elsevier
Journal: Electronic commerce research and applications 
ISSN: 1567-4223
EISSN: 1873-7846
DOI: 10.1016/j.elerap.2021.101098
Appears in Collections:Journal/Magazine Article

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Embargo End Date 2023-12-31
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