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 | 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 |
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Ngai_Intelligent_Knowledge-Based_Chatbot.pdf | Pre-Published version | 1.33 MB | Adobe PDF | View/Open |
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