Assessing Performance and Customer Satisfaction with Artificial Intelligence: a Case Study

EasyChair Preprint 1615

Abstract

In recent years, artificial intelligence technologies have been widely used service industry, but there are different and non-convergent thoughts about the impact of these new technologies. The aim of this paper is to investigate the impact of artificial intelligence on customer satisfaction. Then the methodological approach adopted is qualitative. In particular, we conduct a single-case study on the Chinese ecommerce giant JD.com. Data were collected from the official reports of the company JD.com which employs its own artificial intelligence (JIMI), in the period 2012-2018. Our research reveals that the firm, by implementation of artificial intelligence, may improve customer’s satisfaction and, consequently, its own profitability.

Keyphrases: AI, CRM, Service company Performance, customer satisfaction

@booklet{EasyChair:1615,
  author    = {Gaetano Buccino and Luana Serino and Stefania Mele},
  title     = {Assessing Performance and Customer Satisfaction with Artificial Intelligence: a Case Study},
  howpublished = {EasyChair Preprint 1615},
  year      = {EasyChair, 2019}}