Alibaba’s Use of Artificial Intelligence to Engage with Millions of Daily Customer Service Enquires

Wang, Y; Mintz, O; Chen, D; Chen, K

Alibaba’s Use of Artificial Intelligence to Engage with Millions of Daily Customer Service Enquires

Wang, Y Mintz, O

Chen, D Chen, K

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Publication Type:: Journal Article
Citation:: Management and Business Review, 2023
Issue Date:: 2023

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Field	Value	Language
dc.contributor.author	Wang, Y
dc.contributor.author	Mintz, O https://orcid.org/0000-0003-0512-4283
dc.contributor.author	Chen, D
dc.contributor.author	Chen, K
dc.date.accessioned	2023-01-16T07:33:23Z
dc.date.available	2022-09-20
dc.date.available	2023-01-16T07:33:23Z
dc.date.issued	2023
dc.identifier.citation	Management and Business Review, 2023
dc.identifier.uri	http://hdl.handle.net/10453/165029
dc.description.abstract	This paper focuses on how Alibaba uses five AI-based chatbots to engage with millions of its customers each day. The paper details how and why Alibaba employs AI for end-user and business customer service engagements, challenges Alibaba faced in developing AI, and results and lessons Alibaba learned including from its 25% increase in customer satisfaction by Alibaba employing a proactive AI-based service.
dc.language	en
dc.relation.ispartof	Management and Business Review
dc.rights	info:eu-repo/semantics/closedAccess
dc.title	Alibaba’s Use of Artificial Intelligence to Engage with Millions of Daily Customer Service Enquires
dc.type	Journal Article
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
pubs.organisational-group	/University of Technology Sydney/Faculty of Business/Marketing Discipline
utslib.copyright.status	closed_access	*
pubs.consider-herdc	false
dc.date.updated	2023-01-16T07:33:22Z
pubs.publication-status	Accepted

Abstract:

This paper focuses on how Alibaba uses five AI-based chatbots to engage with millions of its customers each day. The paper details how and why Alibaba employs AI for end-user and business customer service engagements, challenges Alibaba faced in developing AI, and results and lessons Alibaba learned including from its 25% increase in customer satisfaction by Alibaba employing a proactive AI-based service.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/165029