IDEAS home Printed from https://ideas.repec.org/a/vrs/poicbe/v12y2018i1p804-815n72.html
   My bibliography  Save this article

Improvements in business operations and customer experience through data science and Artificial Intelligence

Author

Listed:
  • Popescu Cristian-Constantin

    (Reputation.com, Redwood City, CA, USA)

Abstract

Faced with increased competitive pressures from online businesses and rapidly changing consumer behaviors, traditional businesses with an online channel as well as a brick and mortar presence increasingly turn to data science and artificial intelligence to make better decisions and enhance their operations. The changing market dynamics are heavily influenced by the overwhelming adoption of mobile phones and data connections. As a result, consumers are better informed, make more real time purchase decisions, and share their experience through review sites and social media. Businesses leverage this large amount of user generated content by extracting the most useful pieces of information from it with text analytics and machine learning algorithms that identify patterns and consumer sentiment at scale. They use the critical pieces of customer feedback to market their products and services better, attract more customers, and offer them a better experience. Four uncertainties and challenges that these business encounter are the following: (1) how to improve online reputation; (2) discoverability and engagement levels of online traffic; (3) how to measure and improve the customer experience; (4) monitoring and benchmarking against competitors. The direct benefits of using Data Science and Artificial Intelligence to address those challenges are: use of standard metrics to measure strengths and weaknesses in online reputation; understanding patterns of customer behavior; listening to customer feedback at scale and extracting actionable insights directly applicable in improving operations; taking corrective actions to avoid losing customers to competitors. This paper will also analyze the competitive landscape in the field of Data Analytics and Insights solutions based on consumer generated feedback. Additionally, it will illustrate a series of case studies across multiple industries, with the purpose of exposing best practices that can be leveraged by businesses in their decision-making process.

Suggested Citation

  • Popescu Cristian-Constantin, 2018. "Improvements in business operations and customer experience through data science and Artificial Intelligence," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 12(1), pages 804-815, May.
    • Handle: RePEc:vrs:poicbe:v:12:y:2018:i:1:p:804-815:n:72
    DOI: 10.2478/picbe-2018-0072
    as

    Download full text from publisher

    File URL: https://doi.org/10.2478/picbe-2018-0072
    Download Restriction: no
    File URL: https://libkey.io/10.2478/picbe-2018-0072?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:vrs:poicbe:v:12:y:2018:i:1:p:804-815:n:72. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Peter Golla (email available below). General contact details of provider: https://www.sciendo.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.