客户知识和人工智能对客户满意度的贡献

International Review of Management and Marketing Pub Date : 2022-09-25 DOI:10.32479/irmm.13314

I. Zada

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引用次数: 0

摘要

客户知识对商业和营销战略至关重要，公司正转向基于人工智能的数据分析，以更好地了解产品和服务领域的用户体验和行为。本文讨论了客户知识的重要性以及使用基于人工智能的分析获得客户知识的工具。虽然基于人工智能的分析有很多好处，比如先进和详细的分析，但它也有很多缺点，比如隐私和机器可以从与人类的互动中学习到的人类偏见因素。人工智能是一种微妙的营销技术，应该由人类控制，因为它无法在客户服务、关系管理和关键情况下取代人类。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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The Contributions of Customer Knowledge and Artificial Intelligence to Customer Satisfaction

Customer knowledge is critical for business and marketing strategy, and companies are turning to Artificial Intelligence (AI)-based data analysis to better understand user experience and behavior in both product and service sectors. This paper discusses the importance of customer knowledge and the tools for obtaining it using AI-based analysis. While AI-based analysis has many benefits, such as advanced and detailed analytics, it also has many drawbacks, such as privacy and the human-biased factor that the machine can learn from interacting with humans. AI is a delicate marketing technology that should be controlled by humans because it cannot replace humans in customer service, relationship management, and critical situations.

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来源期刊

International Review of Management and Marketing

CiteScore

1.50

自引率

0.00%

发文量

审稿时长

12 weeks

期刊介绍： International Review of Management and Marketing (IRMM) is the international academic journal, and is a double-blind, peer-reviewed academic journal publishing high quality conceptual and measure development articles in the areas of management, marketing, business and related disciplines.