Global ETD Search
Search theses and dissertations gathered from participating repositories worldwide. Every result links back to the library that holds it. No account is needed.
Results
Showing 1 to 20 of 21 for “"Customer support"”.
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Application of artificial intelligence techniques for root cause analysis of customer support calls
… specifically to analyze the root cause of customer calls so actions can be taken to remedy them. This improves the customer experience while reducing the volume of calls, and hence costs, to Dell. This thesis evaluated the external vendor landscape for text analytics, developed an internal …
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Impact of varying service recovery attributes on outcomes in process-based and outcome-based service failure : an empirical examination
… providers do not fulfil the promise to their customers. To regain lost customer support, service organisations need to overcome the negative impact of poorly performed service. In other words, organisations need to have service recovery activities ready for action. There is a range of …
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Identifying End-User Challenges and Mitigation Strategies in Software Ecosystems: A Large-Scale Empirical Study on User Feedback
… in SECOs were identified: Integration, Customer Support, Design & Complexity, Privacy & Security, Cost & Pricing, and Performance & Compatibility. Each category presented its own set of pain points, encompassing a wide range of issues experienced by users. Examples include dysfunctional …
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Can (S)He Close the Deal? The influence of Purchase Intention Through Gender-Assigned Artificial Intelligence
… AI into many of their features from customer support to product personalization. While there has been a body of research exploring the interpersonal impacts of AI and human participants, there is limited research on the effects of human-like AI on its influence in the purchasing …
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Factors influencing loyalty towards startup products /
… while certain factors such as product quality, customer support, and purchase conditions held consistent importance, only customer tech savviness emerged as a significant influencer of loyalty towards startup products. Other hypotheses regarding factors' influence on loyalty were inconclusive, …
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Customer confusion: product overlap, ambiguous needs, and information overload : an examination of corporate mental models for derivative product creation and their impact on customers
… develop incremental products to meet diverse customer needs or to gain share from competitors. However, in order to help customers to choose between derivatives, companies also present more detailed product specifications or features to their customers, resulting in customer confusion. We …
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Analysis of Japan's B2B public e-marketplaces
… * offer value-added services that benefit customers; * offer off-line customer support as well as on-line services; * develop an effective alliance strategy. I believe these critical success factors are fairly universal, and could be equally useful in the public e-marketplaces of Japan's …
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A global perspective of the wine supply chain : the case of Argentinean wineries and the U.S. market
… prices, along with better overall services and customer support. Organizations, on the other hand, are struggling with shorter product life cycles, increased product variety and lower profit margins due to fierce global competition and faster commoditization of products and services. In a new, …
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Prompt Injection Generation Using Small Language Models with Reinforcement Learning with Artificial Intelligence Feedback
… have become an integral part of many fields from customer support automation to research assistants. However, despite their growing adoption, they face significant challenges, particularly when it comes to safety in sensitive contexts. Existing methods like Reinforcement Learning with Human …
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Classification of customer complaints using machine learning algorithms
Poor handling of customer complaints leads to bad customer experience and impact brand reputation. With an ever-increasing volume of complaints facing customer services team(s), handling customer complaints by service desk agents becomes tedious, especially when pressed with time. For these …
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Uncovering latent structure in social networks using graph embeddings
… recommendations, and creating a higher level of customer support. We show in this thesis how to get the data, process attributes, and combine structural information existing in the social network. We present a way to link the different types of attributes with structural information to produce …
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Essays on the Economics of Algorithms, Markets, and Organizations
… conversational assistant using data from 5,000 customer support agents. Access to the tool increases productivity, as measured by issues resolved per hour, by 14\% on average, including a 34\% improvement for novice and low-skilled workers but with minimal impact on experienced and highly …
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Digital help service opportunities for communication service providers in the convergent digital home
… services, WiFi network configuration and desktop support services. Communication service providers should pay close attention to digital help services as an opportunity to differentiate their offer, strengthen their relationship with end-customers, reduce customer support costs and simplify the …
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Characterising user engagement of parents with the Aurora chatbot
… enhance everyday life by providing information, customer support, personal assistance, and more across various sectors, making them versatile tools for modern living. In childcare, they have the potential to provide parents with relevant and acceptable childcare information. This potential arises …
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A framework for the assessment of knowledge transfer in software development organizations
… service/maintenance to a separate service/support team. The ability to insure high-quality customer support requires a successful transfer of knowledge from the development group to the service/support group. This thesis provides a comprehensive framework for assessing a software …
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Analysis of a diagnostics firm's pre-analytical processes
… missed, it causes ripple effects throughout the customer support organization resulting from increased client complaints. This research approaches Quest's late-release challenges through an analysis of phlebotomy services, courier route planning, and specimen accessioning to find precisely the …
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The CADET Training Program Versus the Student Certification Program: A Study of IT- Support Training Programs at Western Kentucky University
… expect a high level of performance and support. As new technologies are implemented, such as complex web services or new operating systems, the dependence for information technology (IT) support grows in demand. Even learning curves can be cumbersome without proper assistance from IT …
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Using activity based costing in customer profitability strategies in a South African SME environment : a South African case study
… effective strategies in place to maximise their customer profitability in order to enhance their cash flows. The challenge is therefore the development and adoption of practical customer profitability analysis tools for use by these SMEs. In this research an investigative single case study in a …
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New Horizon in Mobile Communications Networks Planning
… services, and the satisfaction in mobile phone customer support) which are the instruments used to achieve outcome. The model of the regression equation used is: Y = 3.703 - 0.123X6 + 1.372 X9 + 0.001X10 - 0.173X12 – 0.675X19 - 0.010 X22 - 0.271X24. where Y represent the dependent variable and …
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How Message Framing and Activating Constructs Reduce Psychological Distance: Strengthening Connections Between Supporters and Beneficiaries
… involvement of various stakeholders, including customers. As a result, stakeholder engagement has emerged as a critical concept in both academic and managerial discussions on social initiatives, particularly within industries like hospitality where stakeholder relationships are central. Although …
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