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Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework

机译：通过人工智能重塑在线客户参与行为的背景：概念框架

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摘要

As new applications of artificial intelligence continue to emerge, there is an increasing interest to explore how this type of technology can improve automated service interactions between the firm and its customers. This paper aims to develop a conceptual framework that details how firms and customers can enhance the outcomes of firm-solicited and firm-unsolicited online customer engagement behaviors through the use of information processing systems enabled by artificial intelligence. By building on the metaphor of artificial intelligence systems as organisms and taking a Stimulus-Organism-Response theory perspective, this paper identifies different types of firm-solicited and firm-unsolicited online customer engagement behaviors that act as stimuli for artificial intelligence organisms to process customer-related information resulting in both artificial intelligence and human responses which, in turn, shape the contexts of future online customer engagement behaviors.
机译：随着人工智能的新应用继续出现，探讨这种技术如何提高公司与其客户之间的自动化服务互动，越来越兴趣。 本文旨在开发一个概念框架，详细介绍了公司和客户如何通过使用人工智能所支持的信息处理系统来提高公司征集和坚定的在线客户订婚行为的结果。 通过建立人工智能系统的隐喻作为生物，采取刺激生物 - 反应理论的观点，确定了不同类型的企业征集和坚定不相未经请求的在线客户参与行为，该行为充当人工智能生物来处理客户的刺激 - 相关信息导致人工智能和人为响应，反过来塑造了未来在线客户订婚行为的背景。

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