1,720,968 research outputs found
Emotional Artificial Intelligence: Detecting and Managing Customer Emotions in Automated Customer Service
Get PDF2019 - 2020Among the distinctive features of the human race are the ability to feel emotions and to be empathetic
with others. These features are strictly related to the concept of emotional intelligence (EI). In this
thesis, the skills of EI have been explored in the context of automated customer service, to achieve
effective customer engagement through the emotional reading of their needs and moods. Contact
center operators are often trained to detect different emotional states and connect empathically with
customers, to engage them in new commercial offers or solve their main problems both in the presales and post-sales processes. Frontline employees (FLEs) use their empathetic skills to prevent
negative emotions and transform complex issues into positive solutions for the customer.
Emotional awareness and empathy are important assets in customer relationship management (CRM)
to establish the customer’s loyalty and advocacy towards the firm in a logic of value co-creation.
Customer service automated systems see artificial intelligence (AI) become part of this scenario with
a consequent loss of empathic capacity in the interaction between customers and firms due to an
incorrect reading and managing of customer emotions.
The aim of this thesis is to evaluate how a customer service AI technology called chatbots affect this
interaction and detect customer emotions, expectations, and service quality perceptions effectively.
This work develops a new conceptual framework that combines the skills of emotional intelligence
(EI) with those of current AI-powered chatbots already operating in many customer service systems.
The emotional artificial intelligence (EAI) framework represents a possible way for a chatbot to know
when a human agent must intervene to handle a complicated conversation with the customer without
a loss of empathic capacity of the firm. .. [edited by Author]Tra i tratti distintivi della specie umana vi sono la capacità di provare emozioni e di essere empatici
con gli altri. Queste caratteristiche sono strettamente legate al concetto di intelligenza emotiva (IE).
In questa tesi, le competenze dell’IE sono state esplorate in un contesto di customer service
automatizzato, per ottenere un efficace coinvolgimento del cliente attraverso la lettura emotiva dei
suoi bisogni e stati d'animo. Gli operatori dei contact center sono spesso formati per rilevare diversi
stati emotivi e connettersi empaticamente con i clienti, per coinvolgerli in nuove offerte commerciali
o risolvere i loro principali problemi sia nei processi di pre-vendita che post-vendita. I dipendenti in
prima linea (FLE) usano le loro capacità empatiche per prevenire le emozioni negative e trasformare
problemi complessi in soluzioni positive per il cliente.
La consapevolezza emotiva e l'empatia sono asset importanti nella gestione delle relazioni con i
clienti (CRM) per stabilire la lealtà e l'advocacy dello stesso nei confronti dell'azienda in una logica
di co-creazione di valore.
I sistemi automatizzati di customer service vedono l'intelligenza artificiale (IA) entrare a far parte di
questo scenario con una conseguente perdita di capacità empatica nell'interazione tra clienti e aziende
a causa di una lettura e gestione non corretta delle emozioni del cliente.
Lo scopo di questa tesi è valutare come una tecnologia AI del servizio clienti chiamata “chatbot”
influenzi questa interazione e rilevi le emozioni, le aspettative e le percezioni della qualità del servizio
dei clienti in modo efficace. Questo lavoro sviluppa un nuovo quadro concettuale che combina le
competenze dell'intelligenza emotiva (IE) con quelle degli attuali chatbot basati sull'intelligenza
artificiale già operanti in molti sistemi di servizio clienti. Il framework dell'intelligenza artificiale
emotiva (EAI) rappresenta un modo possibile per un chatbot di sapere quando un agente umano deve
intervenire per gestire una conversazione complicata con il cliente senza una perdita di capacità
empatica dell'azienda. .. [a cura dell'Autore]XXXII
Contribution of neurosciences to the study of emotion in persuasive advertising : concepts, methods and measures
No full textLa problématique de cette thèse est de comprendre et d’expliquer l’influence de l’activation des composantes périphérique efférente, expressive motrice et des sentiments subjectifs de l’émotion sur la formation des attitudes et des intentions comportementales du consommateur exposé à l’annonce. Cette recherche s’inscrit dans le modèle des processus composants de l’émotion développé en neurosciences affectives. Pour tester nos hypothèses, nous avons réalisé une étude selon laquelle les épisodes émotionnels du consommateur résultent de l’évaluation cognitive et dynamique des évènements mis en scène dans l’annonce. Notre protocole expérimental est fondé sur la mesure verbale des sentiments subjectifs et sur la mesure de l’activité électrophysiologique du système nerveux autonome et du système nerveux somatique des participants exposés à 6 annonces publicitaires télévisées (3 annonces commerciales / 3 annonces sociales). Les résultats obtenus montrent que l’exposition à l’annonce suscite chez le consommateur une activation des composantes périphérique efférente, expressive motrice et des sentiments subjectifs de l’émotion. La prise en compte de l’activation de ces trois composantes permet alors d’expliquer la formation de l’attitude envers l’annonce, de l’attitude envers la marque et des intentions comportementales du consommateur. Les résultats indiquent également que les annonces ne suscitent pas systématiquement des épisodes émotionnels chez les consommateurs ; c’est la présence d’évènements pertinents dans l’annonce pour un consommateur qui déclenche un processus d’évaluation cognitif à l’origine des épisodes émotionnelsThe issue of this thesis is to understand and explain the influence of the activation of peripheral efference, motor expression, and subjective feeling components on the behavioural and attitude intentions of the consumer exposed to advertising. This research belongs to the components process model which is part of the developed emotion in affective neurosciences. To test our hypotheses, we have carried out a study where the emotional episodes of the consumer result from the cognitive appraisal of salient events highlighted in the advertising. Our experimental protocol is based on the verbal measure of subjective feelings and on the measure of the electrophysiological activity of the autonomous nervous system and also the somatic nervous system of the participants exposed to six television commercials (three commercial ads/ three social ads). The achieved results show that the exposure to advertising reveals in the consumer an activation of the peripheral efference, motor expression, and subjective feeling components of emotion. The awareness of the activation of those three components leads then to explain the attitude formation towards the advertising and towards the brand as well as behavioural intentions of the consumer. The results illustrate as well that the advertising do not systematically awake emotional episodes among the consumers; it is the presence of salient events in the advertising for a consumer that triggers a cognitive appraisal process to the origin of the emotional episode
Going Beyond Counting First Authors in Author Co-citation Analysis
Get PDFThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
Variations on the Author
Get PDF“Variations on the Author” discusses two of Eduardo Coutinho’s recent films (Um Dia na Vida, from 2010, and Últimas Conversas, posthumously released in 2015) and their contribution to the general question of documentary authorship. The director’s filmography is characterized by a consistent yet self-effacing form of authorial self-inscription: Coutinho often features as an interviewer that rather than express opinions propels discourses; an interviewer that is good at listening. This mode of self-inscription characterizes him as an author who is not expressive but who is nonetheless markedly present on the screen. In Um Dia na Vida, however, Coutinho is completely absent form the image, while Últimas Conversas, on the contrary, includes a confessional prologue that moves the director from the margins to the center of his films. This article examines the ways in which these works stand out in the filmography of a director who offers new insights into the notion of cinematic authorship
Appropriate Similarity Measures for Author Cocitation Analysis
Get PDFWe provide a number of new insights into the methodological discussion about author cocitation analysis. We first argue that the use of the Pearson correlation for measuring the similarity between authors’ cocitation profiles is not very satisfactory. We then discuss what kind of similarity measures may be used as an alternative to the Pearson correlation. We consider three similarity measures in particular. One is the well-known cosine. The other two similarity measures have not been used before in the bibliometric literature. Finally, we show by means of an example that our findings have a high practical relevance.information science;Pearson correlation;cosine;similarity measure;author cocitation analysis
Dispelling the Myths Behind First-author Citation Counts
Get PDFWe conducted a full-scale evaluative citation analysis study of scholars in the XML research field to explore just how different from each other author rankings resulting from different citation counting methods actually are, and to demonstrate the capability of emerging data and tools on the Web in supporting more realistic citation counting methods. Our results contest some common arguments for the continued
use of first-author citation counts in the evaluation of scholars, such as high correlations between author rankings by first-author citation counts and other citation
counting methods, and high costs of using more realistic citation counting methods that are not well-supported by the ISI databases. It is argued that increasingly available digital full text research papers make it possible for citation analysis studies to go beyond what the ISI databases have directly supported and to employ more
sophisticated methods
Réponses électrodermales à une annonce publicitaire : comment mesurer l'activation émotionnelle du consommateur ?
No full textkoamabayili/VECTRON-author-checklist: VECTRON author checklist
No full textWe have done our best to complete the author checklist relating to the use of animals in the hut study. Note that the objective for the hut study was to evaluate the IRS treatment applications for residual efficacy against Anopheles mosquitoes, including the local An. coluzzii mosquito population. Cows were only used to attract mosquitoes into the huts and no tests were carried out directly on the cows. The author checklist is intended for use with studies where experiments are carried out on animals, which is why we have had such difficulty in completing this for the hut study, as many of the questions do not relate to how the cows were used
- …
