Sidaoui, Karim, et al. “AI Feel You: Customer Experience Assessment via Chatbot Interviews”. Journal of Service Management, 2020, doi:10.1108/JOSM-11-2019-0341.
Abstract

Purpose: While customer experience (CE) is recognized as a critical determinant of business success, both academics and managers are yet to find a means to gain a comprehensive understanding of CE cost-effectively. The authors argue that the application of relevant AI technology could help address this challenge. Employing interactively prompted narrative storytelling, and the authors investigate the effectiveness of sentiment analysis (SA) on extracting valuable CE insights from primary qualitative data generated via chatbot interviews.

Year of Publication
2020
Journal
Journal of Service Management
ISSN Number
17575818
DOI
10.1108/JOSM-11-2019-0341