人工智能对客户服务主管共情商和响应性的影响——基于客户视角的研究

2023 3rd International Conference on Innovative Practices in Technology and Management (ICIPTM) Pub Date : 2023-02-22 DOI:10.1109/ICIPTM57143.2023.10117729

Neetima Agarwal, Arpana Kumari

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引用次数: 0

摘要

随着人工智能工具的出现，工作场所正在走向数字化。这些工具正在深刻地重塑服务行业，并影响着客户关系管理。已经有各种各样的研究表明了技术与其对组织的影响之间的相关性。通过研究，分析了客户感知到的人工智能工具对客户服务主管EmQ的影响。该研究强调了人工智能工具对CCE情感和认知同理心的影响，从而对工作反应的影响。

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Effect of Artificial Intelligent on Empathy Quotient (EmQ) and Responsiveness of Customer Care Executive- A Study from Customer's Lenses

The workplace is going digital with the inclusion of artificial intelligence tools. These tools are deeply reshaping the service industry and influencing customer relationship management. There have been various studies that have shown the correlation between technology and its effect on the organization. Through the study, the effect of AI tools on the EmQ of Customer Care Executives has been analyzed as perceived by the customers. The study highlights the effect of AI tools on the affective and cognitive empathy of the CCE and thus on responsiveness on the job.

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2023 3rd International Conference on Innovative Practices in Technology and Management (ICIPTM)

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