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
DC FieldValueLanguage
dc.contributorDepartment of Management and Marketingen_US
dc.creatorNgai, EWTen_US
dc.creatorLee, MCMen_US
dc.creatorLuo, Men_US
dc.creatorChan, PSLen_US
dc.creatorLiang, Ten_US
dc.date.accessioned2021-12-10T00:57:07Z-
dc.date.available2021-12-10T00:57:07Z-
dc.identifier.issn1567-4223en_US
dc.identifier.urihttp://hdl.handle.net/10397/91745-
dc.language.isoenen_US
dc.publisherElsevieren_US
dc.rights© 2021 Elsevier B.V. All rights reserved.en_US
dc.rights© 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/.en_US
dc.rightsThe 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.en_US
dc.subjectCase analysisen_US
dc.subjectChatboten_US
dc.subjectConversational agenten_US
dc.subjectKnowledge-based systemen_US
dc.subjectSystem designen_US
dc.titleAn intelligent knowledge-based chatbot for customer serviceen_US
dc.typeJournal/Magazine Articleen_US
dc.identifier.volume50en_US
dc.identifier.doi10.1016/j.elerap.2021.101098en_US
dcterms.abstractThis 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.en_US
dcterms.accessRightsopen accessen_US
dcterms.bibliographicCitationElectronic commerce research and applications, Nov.-Dec. 2021, v. 50, 101098en_US
dcterms.isPartOfElectronic commerce research and applicationsen_US
dcterms.issued2021-11-
dc.identifier.scopus2-s2.0-85119699964-
dc.identifier.eissn1873-7846en_US
dc.identifier.artn101098en_US
dc.description.validate202112 bcvcen_US
dc.description.oaAccepted Manuscripten_US
dc.identifier.FolderNumbera1097-n01-
dc.identifier.SubFormID43933-
dc.description.fundingSourceOthersen_US
dc.description.fundingTextThe first author was supported in part by The Hong Kong Polytechnic University under a grant number ZVK9.en_US
dc.description.pubStatusPublisheden_US
dc.description.oaCategoryGreen (AAM)en_US
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 simple 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

56
Citations as of Mar 21, 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.