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http://dx.doi.org/10.9708/jksci.2020.25.07.017

Application of AI based Chatbot Technology in the Industry  

Park, Arum (Big Data Research Center, Kyung Hee University)
Lee, Sae Bom (Big Data Research Center, Kyung Hee University)
Song, Jaemin (Big Data Research Center, Kyung Hee University)
Publication Information
Journal of the Korea Society of Computer and Information / v.25, no.7, 2020 , pp. 17-25 More about this Journal
Abstract
Based on the successful use of chatbot technology, this study examined what business values each company is creating. The chatbot service contributes to improving the productivity of the company by helping to answer or respond to the questions of employees inside the company or customers. And in the field of education, Instead of instructor, AI technology responds the questions and feedback of the students to reduce the work of the instructor. In the field of commerce, offline stores provide convenient and new purchasing experiences to customers by providing product purchasing services through artificial intelligence speakers and personalization service. Although chatbot service is creating business value in some business cases, it is still limited to the process of a specific company, and the spread rate is still slowing because the service scope, convenience, and usefulness are not greater than expected. Therefore, some chatbot development service providers is providing an integrated development platform to improve usability, Chatbots have the features and advantages of providing convenience instead of answering human questions. However, there is a disadvantage that the level of communication can be lowered by reducing various human subjective views and giving mainly objective answers. Through this study, we will discuss the characteristics, advantages and disadvantages of chatbot services by comparing them.
Keywords
Artificial Intelligence; Chatbot; The $4^{th}$ revolution; Business Process Automation; Big Data;
Citations & Related Records
Times Cited By KSCI : 4  (Citation Analysis)
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