Supporting sales and customer service by using an intelligent agent
Hyvärinen, Juuso (2021)
Hyvärinen, Juuso
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2021070241034
https://urn.fi/URN:NBN:fi-fe2021070241034
Tiivistelmä
Development of technology in the recent years has been extremely rapid. Along this development intelligent agents have taken their place in many companies to support different processes and release time for more valuable work. Intelligent agents are capable to provide support by automating some parts of the processes and additionally provide valuable information for employees to use in everyday work tasks.
This master’s thesis studied supporting of sales and customer service by using an intelligent agent, which will be implemented into existing phone call application. This study was conducted as a case study to discover what should the intelligent agent be like in the case company in order to be used actively and most of all to be supportive and increase the productivity as much as possible.
Data for this study was collected by using questionnaire as well as interviews. These both were conducted amongst employees the intelligent agent is aimed at this point. The theory in this study followed a framework of intelligent agent dividing it into the most significant elements of it. Each of these elements are examined individually and comprehensively.
The study resulted in providing a truly comprehensive picture of the users’ needs for the intelligent agent. First of all, the results provided a great amount of valuable information regarding the desired content of the intelligent agent. In addition, the functionalities and abilities the target group desires to have in the intelligent agent are discovered. Even though, the results are detailed and comprehensive, they can be applied for the most part elsewhere in similar business with similar target group.
This master’s thesis studied supporting of sales and customer service by using an intelligent agent, which will be implemented into existing phone call application. This study was conducted as a case study to discover what should the intelligent agent be like in the case company in order to be used actively and most of all to be supportive and increase the productivity as much as possible.
Data for this study was collected by using questionnaire as well as interviews. These both were conducted amongst employees the intelligent agent is aimed at this point. The theory in this study followed a framework of intelligent agent dividing it into the most significant elements of it. Each of these elements are examined individually and comprehensively.
The study resulted in providing a truly comprehensive picture of the users’ needs for the intelligent agent. First of all, the results provided a great amount of valuable information regarding the desired content of the intelligent agent. In addition, the functionalities and abilities the target group desires to have in the intelligent agent are discovered. Even though, the results are detailed and comprehensive, they can be applied for the most part elsewhere in similar business with similar target group.