Digital Customer Service Trends: Challenges and Opportunities

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F46747885%3A24310%2F21%3A00009191" target="_blank" >RIV/46747885:24310/21:00009191 - isvavai.cz</a>
Result on the web
<a href="https://dspace.tul.cz/bitstream/handle/15240/161348/ACC_2021_2_03.pdf?sequence=1&isAllowed=y" target="_blank" >https://dspace.tul.cz/bitstream/handle/15240/161348/ACC_2021_2_03.pdf?sequence=1&isAllowed=y</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.15240/tul/004/2021-2-003" target="_blank" >10.15240/tul/004/2021-2-003</a>

Result language
angličtina
Original language name
Digital Customer Service Trends: Challenges and Opportunities
Original language description
Customer service is an essential part of many companies and their product and service portfolio. In the current times, customer service has shifted more towards its digital forms. In previous research four digital customer service trends identified: virtual assistants, customer service personalization, mobile technologies, and opinion mining. This paper aims to compare these findings with reality by employing a focus group discussion with professionals and point out the opportunities and challenges that the companies implementing these trends are faced with. The results show that the findings correspond with academic literature.
Czech name
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Czech description
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Publication year
2021
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

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