Peng, Minjing; Qin, Yanwei; Tang, Chenxin; Deng, Xiangming - In: Journal of Electronic Commerce in Organizations (JECO) 14 (2016) 1, pp. 34-44
There are three defects for providing human-labor customer services in e-commerce operations: high costs of human labors, staff turnover, and lack of service quality assurance. Breakthroughs made in artificial intelligence, natural language processing and related fields make it possible to...