{"id":"https://openalex.org/W7053722893","doi":null,"title":"Utilizing AI in customer support work","display_name":"Utilizing AI in customer support work","publication_year":2024,"publication_date":"2024-08-29","ids":{"openalex":"https://openalex.org/W7053722893"},"language":"en","primary_location":{"id":"pmh:oai:osuva.uwasa.fi:10024/18120","doi":null,"is_oa":true,"landing_page_url":"https://osuva.uwasa.fi/handle/10024/18120","pdf_url":"https://osuva.uwasa.fi/bitstreams/f9782b62-bfb8-4ef8-9770-dbd0775f330a/download","source":{"id":"https://openalex.org/S4306400974","display_name":"Osuva (University of Vaasa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I79765343","host_organization_name":"University of Vaasa","host_organization_lineage":["https://openalex.org/I79765343"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"fi=Diplomity\u00f6|en=Master's thesis (M.Sc. (Tech.))|sv=Diplomarbete|"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://osuva.uwasa.fi/bitstreams/f9782b62-bfb8-4ef8-9770-dbd0775f330a/download","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Olli, Petteri","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Olli, Petteri","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":true,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9940999746322632,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9940999746322632,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13904","display_name":"Artificial Intelligence Applications","score":0.0038999998942017555,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T13287","display_name":"Robotic Process Automation Applications","score":0.0008999999845400453,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbots","display_name":"chatbots","score":0.7289999723434448},{"id":"https://openalex.org/keywords/information-retrieval","display_name":"information retrieval","score":0.7200000286102295},{"id":"https://openalex.org/keywords/enterprise-resource-planning","display_name":"enterprise resource planning","score":0.7110000252723694},{"id":"https://openalex.org/keywords/sap-erp","display_name":"SAP ERP","score":0.8550000190734863},{"id":"https://openalex.org/keywords/training-data","display_name":"training data","score":0.6669999957084656},{"id":"https://openalex.org/keywords/technical-documentation","display_name":"technical documentation","score":0.6380000114440918},{"id":"https://openalex.org/keywords/case-resolution","display_name":"case resolution","score":0.5180000066757202},{"id":"https://openalex.org/keywords/data-preprocessing","display_name":"data preprocessing","score":0.5419999957084656}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.6639999747276306},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6394000053405762},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.47040000557899475},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.44769999384880066},{"id":"https://openalex.org/C2777960535","wikidata":"https://www.wikidata.org/wiki/Q131508","display_name":"Enterprise resource planning","level":2,"score":0.4221000075340271},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.41679999232292175},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.39809998869895935},{"id":"https://openalex.org/C206345919","wikidata":"https://www.wikidata.org/wiki/Q20380951","display_name":"Resource (disambiguation)","level":2,"score":0.39079999923706055},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.37119999527931213},{"id":"https://openalex.org/C56666940","wikidata":"https://www.wikidata.org/wiki/Q788790","display_name":"Documentation","level":2,"score":0.367900013923645},{"id":"https://openalex.org/C157170001","wikidata":"https://www.wikidata.org/wiki/Q4781507","display_name":"Applications of artificial intelligence","level":2,"score":0.36730000376701355},{"id":"https://openalex.org/C114073186","wikidata":"https://www.wikidata.org/wiki/Q2631895","display_name":"Automated planning and scheduling","level":2,"score":0.33570000529289246},{"id":"https://openalex.org/C75684735","wikidata":"https://www.wikidata.org/wiki/Q858810","display_name":"Big data","level":2,"score":0.3271999955177307},{"id":"https://openalex.org/C103423482","wikidata":"https://www.wikidata.org/wiki/Q552515","display_name":"Competitive intelligence","level":2,"score":0.30809998512268066},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.30219998955726624},{"id":"https://openalex.org/C180198813","wikidata":"https://www.wikidata.org/wiki/Q121182","display_name":"Information system","level":2,"score":0.2971000075340271},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.28929999470710754},{"id":"https://openalex.org/C138268822","wikidata":"https://www.wikidata.org/wiki/Q1051925","display_name":"Resolution (logic)","level":2,"score":0.2840999960899353},{"id":"https://openalex.org/C107327155","wikidata":"https://www.wikidata.org/wiki/Q330268","display_name":"Decision support system","level":2,"score":0.27480000257492065},{"id":"https://openalex.org/C12725497","wikidata":"https://www.wikidata.org/wiki/Q810247","display_name":"Baseline (sea)","level":2,"score":0.2685000002384186},{"id":"https://openalex.org/C110354214","wikidata":"https://www.wikidata.org/wiki/Q6314146","display_name":"Engineering management","level":1,"score":0.26100000739097595},{"id":"https://openalex.org/C2767350","wikidata":"https://www.wikidata.org/wiki/Q6662173","display_name":"Business intelligence","level":2,"score":0.25870001316070557},{"id":"https://openalex.org/C13926793","wikidata":"https://www.wikidata.org/wiki/Q3507155","display_name":"Group method of data handling","level":2,"score":0.25049999356269836}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:osuva.uwasa.fi:10024/18120","doi":null,"is_oa":true,"landing_page_url":"https://osuva.uwasa.fi/handle/10024/18120","pdf_url":"https://osuva.uwasa.fi/bitstreams/f9782b62-bfb8-4ef8-9770-dbd0775f330a/download","source":{"id":"https://openalex.org/S4306400974","display_name":"Osuva (University of Vaasa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I79765343","host_organization_name":"University of Vaasa","host_organization_lineage":["https://openalex.org/I79765343"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"fi=Diplomity\u00f6|en=Master's thesis (M.Sc. (Tech.))|sv=Diplomarbete|"},{"id":"pmh:oai:osuva.uwasa.fi:11111/11865","doi":null,"is_oa":true,"landing_page_url":"https://osuva.uwasa.fi/handle/11111/11865","pdf_url":null,"source":{"id":"https://openalex.org/S4306400974","display_name":"Osuva (University of Vaasa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I79765343","host_organization_name":"University of Vaasa","host_organization_lineage":["https://openalex.org/I79765343"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"https://osuva.uwasa.fi/handle/10024/18120","raw_type":"fi=Diplomity\u00f6|en=Master's thesis (M.Sc. (Tech.))|sv=Diplomarbete|"}],"best_oa_location":{"id":"pmh:oai:osuva.uwasa.fi:10024/18120","doi":null,"is_oa":true,"landing_page_url":"https://osuva.uwasa.fi/handle/10024/18120","pdf_url":"https://osuva.uwasa.fi/bitstreams/f9782b62-bfb8-4ef8-9770-dbd0775f330a/download","source":{"id":"https://openalex.org/S4306400974","display_name":"Osuva (University of Vaasa)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I79765343","host_organization_name":"University of Vaasa","host_organization_lineage":["https://openalex.org/I79765343"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"fi=Diplomity\u00f6|en=Master's thesis (M.Sc. (Tech.))|sv=Diplomarbete|"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7053722893.pdf","grobid_xml":"https://content.openalex.org/works/W7053722893.grobid-xml"},"referenced_works_count":29,"referenced_works":["https://openalex.org/W1598796236","https://openalex.org/W2518241345","https://openalex.org/W2626778328","https://openalex.org/W2781626870","https://openalex.org/W2977545581","https://openalex.org/W2979636403","https://openalex.org/W3025747022","https://openalex.org/W3030163527","https://openalex.org/W3132607382","https://openalex.org/W3133524129","https://openalex.org/W3144041472","https://openalex.org/W3168492867","https://openalex.org/W4210816238","https://openalex.org/W4226080084","https://openalex.org/W4311361333","https://openalex.org/W4313558932","https://openalex.org/W4328026323","https://openalex.org/W4366003071","https://openalex.org/W4385143331","https://openalex.org/W4385201870","https://openalex.org/W4385215070","https://openalex.org/W4385958045","https://openalex.org/W4386826409","https://openalex.org/W4388829218","https://openalex.org/W4389524067","https://openalex.org/W4394828356","https://openalex.org/W4396843765","https://openalex.org/W4399376501","https://openalex.org/W6959952261"],"related_works":["https://openalex.org/W7027137351","https://openalex.org/W4408909044","https://openalex.org/W4401333972","https://openalex.org/W7093837431","https://openalex.org/W7108473622","https://openalex.org/W6930356750","https://openalex.org/W7034510891","https://openalex.org/W7132987084","https://openalex.org/W7128190188","https://openalex.org/W7221599130"],"abstract_inverted_index":{"Recent":[0],"advances":[1],"in":[2,154,195,299],"artificial":[3],"intelligence":[4],"(AI)":[5],"offer":[6],"new":[7],"opportunities":[8],"for":[9,52,64,168,210,248,272],"companies":[10],"to":[11,26,77,113,158,306,332],"streamline":[12],"operations":[13,30],"and":[14,186,262,275,291,303,320,335],"gain":[15],"a":[16,32,36,92,228,234,269],"competitive":[17],"edge.":[18],"This":[19,266],"thesis":[20],"explores":[21],"the":[22,60,66,85,121,159,188,246,279,328],"potential":[23,247],"of":[24,35,55,108,162,236],"AI":[25,47,67,79,170,211,213,250,276,285,301,325],"improve":[27,78,220,312],"customer":[28,88,313],"support":[29,89,307,314],"within":[31,278,327],"specific":[33],"unit":[34],"case":[37,184,280],"company.":[38,281],"The":[39,149,240],"study":[40,267],"addresses":[41],"three":[42],"research":[43,75,86,274],"questions:":[44],"(1)":[45],"What":[46,58,70],"solutions":[48],"are":[49,111,207,330],"currently":[50],"possible":[51],"different":[53],"types":[54],"requests?":[56],"(2)":[57],"is":[59,295],"most":[61],"relevant":[62],"data":[63,119,202,218,260,289],"training":[65,293],"model?":[68],"(3)":[69],"key":[71],"factors":[72],"should":[73],"future":[74,273],"address":[76],"solutions?":[80],"To":[81,224],"answer":[82],"these":[83,226],"questions,":[84],"analyzed":[87],"tickets":[90],"from":[91,120],"three-month":[93],"period,":[94],"categorizing":[95],"them":[96],"into":[97],"two":[98],"groups":[99],"based":[100],"on":[101,183,216],"their":[102,304],"resolution":[103,185],"methods.":[104],"Group":[105,131,155,196,237],"1":[106],"consisted":[107],"cases":[109,136],"that":[110,137,152],"straightforward":[112],"resolve,":[114],"typically":[115],"requiring":[116],"only":[117],"order-specific":[118,163],"company\u2019s":[122],"enterprise":[123],"resource":[124],"planning":[125],"(ERP)":[126],"system":[127,309],"provided":[128,268],"by":[129,180],"SAP.":[130],"2":[132,238],"included":[133],"more":[134,200,208],"complex":[135,264],"required":[138],"additional":[139],"investigation,":[140],"often":[141],"involving":[142],"internal":[143],"documentation":[144],"or":[145],"collaboration":[146],"with":[147,259,317,322],"engineers.":[148],"analysis":[150],"found":[151],"tasks":[153,194],"1,":[156],"due":[157],"dynamic":[160],"nature":[161],"data,":[164],"were":[165,254],"not":[166],"ideal":[167],"direct":[169],"model":[171],"training.":[172],"However,":[173,252],"an":[174],"AI-powered":[175],"chatbot":[176],"could":[177,219],"assist":[178],"specialists":[179,319],"providing":[181],"guidance":[182],"navigating":[187],"SAP":[189],"ERP":[190],"system.":[191],"In":[192],"contrast,":[193],"2,":[197],"which":[198],"involve":[199],"stable":[201],"such":[203],"as":[204],"technical":[205],"documentation,":[206],"suitable":[209],"integration.":[212,251],"models":[214,286],"trained":[215],"this":[217],"information":[221],"retrieval":[222],"efficiency.":[223],"test":[225],"findings,":[227],"pilot":[229,241],"implementation":[230],"was":[231],"conducted":[232],"using":[233],"subset":[235],"cases.":[239],"showed":[242],"promising":[243],"results,":[244],"demonstrating":[245],"further":[249],"limitations":[253],"also":[255],"identified,":[256],"including":[257],"challenges":[258],"processing":[261],"handling":[263],"queries.":[265],"solid":[270],"framework":[271],"implementations":[277],"Moving":[282],"forward,":[283],"enhancing":[284],"through":[287],"improved":[288],"preprocessing":[290],"broader":[292],"datasets":[294],"crucial.":[296],"Further":[297],"investment":[298],"advanced":[300],"technologies":[302],"integration":[305],"ticket":[308],"can":[310],"significantly":[311],"capabilities.":[315],"Collaboration":[316],"IT":[318],"engagement":[321],"other":[323],"ongoing":[324],"projects":[326],"company":[329],"recommended":[331],"optimize":[333],"resources":[334],"maximize":[336],"benefits.":[337]},"counts_by_year":[],"updated_date":"2026-11-11T12:16:26.678958","created_date":"2025-10-10T00:00:00"}