{"id":"https://openalex.org/W7218205355","doi":null,"title":"AI-Powered Chatbots and Service Agents: Redefining Customer Support with Microsoft Co-Pilot","display_name":"AI-Powered Chatbots and Service Agents: Redefining Customer Support with Microsoft Co-Pilot","publication_year":2023,"publication_date":"2023-10-30","ids":{"openalex":"https://openalex.org/W7218205355"},"language":"en","primary_location":{"id":"pmh:oai:www.ijisae.org:article/7267","doi":null,"is_oa":true,"landing_page_url":"https://ijisae.org/index.php/IJISAE/article/view/7267","pdf_url":"https://ijisae.org/index.php/IJISAE/article/download/7267/6235","source":{"id":"https://openalex.org/S2764360368","display_name":"International Journal of Intelligent Systems and Applications in Engineering","issn_l":"2147-6799","issn":["2147-6799"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20","russia-white-list-4"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2147-6799","raw_type":"info:eu-repo/semantics/article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://ijisae.org/index.php/IJISAE/article/download/7267/6235","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5116442105","display_name":"Satyanarayana Asundi","orcid":"https://orcid.org/0009-0006-4955-0742","observed_orcids":["https://orcid.org/0009-0006-4955-0742"]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Satyanarayana Asundi","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5116442105"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":1.0,"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":1.0,"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":9.999999747378752e-05,"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/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/ai-chatbots","display_name":"AI chatbots","score":0.8619999885559082},{"id":"https://openalex.org/keywords/service-agents","display_name":"service agents","score":0.9100000262260437},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.6650000214576721},{"id":"https://openalex.org/keywords/customer-service-automation","display_name":"customer service automation","score":0.8730000257492065},{"id":"https://openalex.org/keywords/virtual-assistants","display_name":"virtual assistants","score":0.9160000085830688},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.7689999938011169},{"id":"https://openalex.org/keywords/operational-efficiency","display_name":"operational efficiency","score":0.843999981880188},{"id":"https://openalex.org/keywords/ai-ethics","display_name":"AI ethics","score":0.8999999761581421},{"id":"https://openalex.org/keywords/ai-regulation","display_name":"AI regulation","score":0.8289999961853027},{"id":"https://openalex.org/keywords/ai-decision-making","display_name":"AI decision-making","score":0.7889999747276306}],"concepts":[{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.6432999968528748},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6190999746322632},{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.6050999760627747},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5493000149726868},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4887000024318695},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.4625999927520752},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4074000120162964},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3995000123977661},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.3716000020503998},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.37119999527931213},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3402999937534332},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.3375000059604645},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3228999972343445},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.31459999084472656},{"id":"https://openalex.org/C2767350","wikidata":"https://www.wikidata.org/wiki/Q6662173","display_name":"Business intelligence","level":2,"score":0.2930999994277954},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.29120001196861267},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.2896000146865845},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.27630001306533813},{"id":"https://openalex.org/C2775906791","wikidata":"https://www.wikidata.org/wiki/Q1369310","display_name":"Self-service","level":2,"score":0.2587999999523163},{"id":"https://openalex.org/C2985100168","wikidata":"https://www.wikidata.org/wiki/Q2005683","display_name":"Customer needs","level":2,"score":0.2565000057220459}],"mesh":[],"locations_count":1,"locations":[{"id":"pmh:oai:www.ijisae.org:article/7267","doi":null,"is_oa":true,"landing_page_url":"https://ijisae.org/index.php/IJISAE/article/view/7267","pdf_url":"https://ijisae.org/index.php/IJISAE/article/download/7267/6235","source":{"id":"https://openalex.org/S2764360368","display_name":"International Journal of Intelligent Systems and Applications in Engineering","issn_l":"2147-6799","issn":["2147-6799"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20","russia-white-list-4"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2147-6799","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":{"id":"pmh:oai:www.ijisae.org:article/7267","doi":null,"is_oa":true,"landing_page_url":"https://ijisae.org/index.php/IJISAE/article/view/7267","pdf_url":"https://ijisae.org/index.php/IJISAE/article/download/7267/6235","source":{"id":"https://openalex.org/S2764360368","display_name":"International Journal of Intelligent Systems and Applications in Engineering","issn_l":"2147-6799","issn":["2147-6799"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20","russia-white-list-4"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2147-6799","raw_type":"info:eu-repo/semantics/article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7218205355.pdf","grobid_xml":"https://content.openalex.org/works/W7218205355.grobid-xml"},"referenced_works_count":11,"referenced_works":["https://openalex.org/W3038273726","https://openalex.org/W3110196385","https://openalex.org/W4255878909","https://openalex.org/W4295367097","https://openalex.org/W4301265180","https://openalex.org/W4309354067","https://openalex.org/W4366596350","https://openalex.org/W4388610224","https://openalex.org/W4390085494","https://openalex.org/W4406542910","https://openalex.org/W6922552644"],"related_works":["https://openalex.org/W7147168900","https://openalex.org/W7154939045","https://openalex.org/W4413238972","https://openalex.org/W4410372504","https://openalex.org/W7211924713","https://openalex.org/W7116861014","https://openalex.org/W4412954281","https://openalex.org/W4403969939","https://openalex.org/W7211950846","https://openalex.org/W7163812728"],"abstract_inverted_index":{"Artificial":[0],"Intelligence":[1],"(AI)":[2],"has":[3,23],"significantly":[4],"transformed":[5],"customer":[6,15,31,68],"service,":[7],"with":[8],"AI-powered":[9,65],"chatbots":[10],"and":[11,33,53,61],"service":[12,43,69],"agents":[13,44],"redefining":[14],"interactions.":[16],"Microsoft":[17,46],"Co-Pilot,":[18,47],"an":[19],"AI-driven":[20],"virtual":[21],"assistant,":[22],"been":[24],"integrated":[25],"into":[26],"various":[27],"enterprise":[28],"solutions,":[29],"enhancing":[30],"experience":[32],"operational":[34],"efficiency.":[35],"This":[36],"paper":[37],"examines":[38],"the":[39,59],"role":[40],"of":[41],"AI":[42],"in":[45,67],"analysing":[48],"their":[49],"benefits,":[50],"business":[51],"impact,":[52],"ethical":[54],"considerations.":[55],"Additionally,":[56],"it":[57],"explores":[58],"challenges":[60],"regulatory":[62],"frameworks":[63],"governing":[64],"decision-making":[66],"automation.":[70]},"counts_by_year":[],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2026-10-03T00:00:00"}