Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/91745
PIRA download icon_1.1View/Download Full Text
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
Rights: © 2021 Elsevier B.V. All rights reserved.
© 2021. This manuscript version is made available under the CC-BY-NC-ND 4.0 license http://creativecommons.org/licenses/by-nc-nd/4.0/.
The following publication Ngai, E. W. T., Lee, M. C. M., Luo, M., Chan, P. S. L., & Liang, T. (2021). An intelligent knowledge-based chatbot for customer service. Electronic Commerce Research and Applications, 50, 101098 is available at https://dx.doi.org/10.1016/j.elerap.2021.101098.
Appears in Collections:Journal/Magazine Article

Files in This Item:
File Description SizeFormat 
Ngai_Intelligent_Knowledge-Based_Chatbot.pdfPre-Published version1.33 MBAdobe PDFView/Open
Open Access Information
Status open access
File Version Final Accepted Manuscript
Access
View full-text via PolyU eLinks SFX Query
Show full item record

Page views

230
Last Week
0
Last month
Citations as of Mar 24, 2024

Downloads

98
Citations as of Mar 24, 2024

SCOPUSTM   
Citations

57
Citations as of Mar 29, 2024

WEB OF SCIENCETM
Citations

35
Citations as of Mar 28, 2024

Google ScholarTM

Check

Altmetric


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.