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Case II (Part A): JIMI’s Growth Path: Artificial Intelligence Has Redefined the Customer Service of JD.Com

In: Emerging Champions in the Digital Economy

Author

Listed:
  • Xiaoming Zhu

    (China Europe International Business School)

Abstract

In December 2012, JD.com introduced a new member to its online customer service team: JIMI (JD.com Instant Messaging Intelligence). As an artificial intelligence product focused on customer service, JIMI had increased the customer satisfaction rate to over 80% in some areas by March 2016. As the company was on a fast track, JIMI was designed not only for improving customer satisfaction, but also for using innovative technologies to ease human resource bottlenecks.

Suggested Citation

  • Xiaoming Zhu, 2019. "Case II (Part A): JIMI’s Growth Path: Artificial Intelligence Has Redefined the Customer Service of JD.Com," Management for Professionals, in: Emerging Champions in the Digital Economy, pages 91-103, Springer.
    • Handle: RePEc:spr:mgmchp:978-981-13-2628-8_3
    DOI: 10.1007/978-981-13-2628-8_3
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