Customers' Desires Relating to the Implementation of Artificial Intelligence in Customer Service - Investigated and Analyzed for A Swiss Retailer
No Thumbnail Available
Authors
Author (Corporation)
Publication date
2019
Typ of student thesis
Bachelor
Course of study
Collections
Type
11 - Student thesis
Editors
Editor (Corporation)
Supervisor
Parent work
Special issue
DOI of the original publication
Link
Series
Series number
Volume
Issue / Number
Pages / Duration
Patent number
Publisher / Publishing institution
Hochschule für Wirtschaft FHNW
Place of publication / Event location
Brugg-Windisch
Edition
Version
Programming language
Assignee
Practice partner / Client
Abstract
Customer satisfaction and retention is of utmost importance for firms. One way to achieve the needed loyalty is to provide an excellent and modern customer service that orients towards clientele’s desires. The objective of this paper is to gather insights into the wants of the case organizations’ customers. Despite its popularity, a large Swiss retailer faces similar challenges. Its customer care center already provides satisfying and high-quality customer service. Nevertheless, the expectations of customers regarding new contact channels and the introduction of AI have not been explored to the full extent yet.
Customer satisfaction and retention is of utmost importance for firms. One way to achieve the needed loyalty is to provide an excellent and modern customer service that orients towards clientele’s desires. The objective of this paper is to gather insights into the wants of the case organizations’ customers. Despite its popularity, a large Swiss retailer faces similar challenges. Its customer care center already provides satisfying and high-quality customer service. Nevertheless, the expectations of customers regarding new contact channels and the introduction of AI have not been explored to the full extent yet.
Customer satisfaction and retention is of utmost importance for firms. One way to achieve the needed loyalty is to provide an excellent and modern customer service that orients towards clientele’s desires. The objective of this paper is to gather insights into the wants of the case organizations’ customers. Despite its popularity, a large Swiss retailer faces similar challenges. Its customer care center already provides satisfying and high-quality customer service. Nevertheless, the expectations of customers regarding new contact channels and the introduction of AI have not been explored to the full extent yet.
Keywords
Subject (DDC)
330 - Wirtschaft
Event
Exhibition start date
Exhibition end date
Conference start date
Conference end date
Date of the last check
ISBN
ISSN
Language
English
Created during FHNW affiliation
Yes
Strategic action fields FHNW
Publication status
Review
Open access category
License
Citation
MUNTWYLER, Noemi, 2019. Customers‘ Desires Relating to the Implementation of Artificial Intelligence in Customer Service - Investigated and Analyzed for A Swiss Retailer. Brugg-Windisch: Hochschule für Wirtschaft FHNW. Verfügbar unter: https://irf.fhnw.ch/handle/11654/40743