| Summary: | 碩士 === 國立臺北科技大學 === 工業工程與管理系EMBA班 === 104 === Intense competition in the aerospace industry is growing under economic development and the aroused consumer awareness. Airlines establish their call centers to raise the quality and satisfaction of customer services. However, the investment of a call center is high, not only because of the hardware constructions, but also the software such as the operation cost and management difficulties. Airlines are struggling on the development cost, service quality and operation management.
This research is about establishing the artificial intelligence technology for the customer service system and reinforces the traditional call centers framework and functions. The purpose is to solve the problems of unstable service quality, and reduce the manpower cost of the traditional call centers. The technology will be a major trend to respond customer faster and more effectively meet customer information needs.
In the study case, the company faces many challenges and barriers in the process of the artificial intelligence smart robot implementation. We researched and analyzed the topic from the three directions, “Execution Technology”, “Cost Effective” and “Commercial Strategy”. To break new ground, we realized that the development of smart robot is a combination of new identification technologies, upgraded hardware devices, knowledge base establishment and operation cost. All factors need to be evaluated and considered. The more important issue is to establish the business model in between the three parties of airlines, outsourced call centers, and the AI system vendors. Based on the healthy business models, we have opportunity to overcome the difficulties of traditional work flow, and break through the bottle neck of efficiency limitation. Hopefully, airliners are able to keep up with the pace of development and support a long-term development of artificial intelligence to achieve a better level of customer services.
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