Evaluation of Service Quality on Natural Language Processing Service: A Case on Train Station AI Service
Journal
Review of Integrative Business and Economics Research
Journal Volume
12
Journal Issue
4
Date Issued
2022-01-01
Author(s)
Abstract
The application of artificial intelligence in customer service is the most concerning topic recently, and the human-machine cooperation between human customer service and AI customer service to complete customer service is an important management and the current research topic. This paper takes the application of smart customer service in railway stations as an analysis case and discusses the structural relationship among AI service quality, service value, satisfaction, and behavioral intention through structural equation model analysis technology. Our research model indicates that the service value is the important factor affecting the behavior intention of using AI customer service in a train station. Furthermore, the results of the IPA analysis show that empathy and ease of use are important variables for the quality of AI customer service. The research results of this paper will help to clarify the relevant management issues that may arise from the application of artificial intelligence in the service of science.
Subjects
AI Service Quality | Structural Equation Modeling | Train Station
Type
journal article