{"id":"https://openalex.org/W3212366111","doi":"https://doi.org/10.1007/978-3-030-90176-9_36","title":"User Satisfaction with an AI-Enabled Customer Relationship Management Chatbot","display_name":"User Satisfaction with an AI-Enabled Customer Relationship Management Chatbot","publication_year":2021,"publication_date":"2021-01-01","ids":{"openalex":"https://openalex.org/W3212366111","doi":"https://doi.org/10.1007/978-3-030-90176-9_36","mag":"3212366111"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-90176-9_36","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-90176-9_36","pdf_url":null,"source":{"id":"https://openalex.org/S2764900261","display_name":"Communications in computer and information science","issn_l":"1865-0929","issn":["1865-0929","1865-0937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications in Computer and Information Science","raw_type":"book-chapter"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5055136743","display_name":"Maarif Sohail","orcid":null},"institutions":[{"id":"https://openalex.org/I98251732","display_name":"McMaster University","ror":"https://ror.org/02fa3aq29","country_code":"CA","type":"education","lineage":["https://openalex.org/I98251732"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"Maarif Sohail","raw_affiliation_strings":["DeGroote School of Business, McMaster University, Hamilton, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"DeGroote School of Business, McMaster University, Hamilton, Canada","institution_ids":["https://openalex.org/I98251732"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5049954657","display_name":"Zehra Mohsin","orcid":null},"institutions":[{"id":"https://openalex.org/I161237661","display_name":"Lahore College for Women University","ror":"https://ror.org/02bf6br77","country_code":"PK","type":"education","lineage":["https://openalex.org/I161237661"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Zehra Mohsin","raw_affiliation_strings":["Lahore College for Women University, Lahore, Pakistan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Lahore College for Women University, Lahore, Pakistan","institution_ids":["https://openalex.org/I161237661"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5068024111","display_name":"Sehar Khaliq","orcid":null},"institutions":[{"id":"https://openalex.org/I152236710","display_name":"Foundation University Islamabad","ror":"https://ror.org/0130a6s10","country_code":"PK","type":"education","lineage":["https://openalex.org/I152236710"]}],"countries":["PK"],"is_corresponding":false,"raw_author_name":"Sehar Khaliq","raw_affiliation_strings":["Foundation University Islamabad, Islamabad, Pakistan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Foundation University Islamabad, Islamabad, Pakistan","institution_ids":["https://openalex.org/I152236710"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.1722,"has_fulltext":false,"cited_by_count":11,"citation_normalized_percentile":{"value":0.82357407,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":94,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"279","last_page":"287"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9994999766349792,"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"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9994999766349792,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.9796000123023987,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9750000238418579,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.9580996036529541},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.6676686406135559},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6121470928192139},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5682258009910583},{"id":"https://openalex.org/keywords/customer-care","display_name":"Customer care","score":0.5483161807060242},{"id":"https://openalex.org/keywords/e-commerce","display_name":"E-commerce","score":0.4717617332935333},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.4676000475883484},{"id":"https://openalex.org/keywords/user-satisfaction","display_name":"User satisfaction","score":0.4639859199523926},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4333680272102356},{"id":"https://openalex.org/keywords/computer-user-satisfaction","display_name":"Computer user satisfaction","score":0.43301093578338623},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.419541597366333},{"id":"https://openalex.org/keywords/user-experience-design","display_name":"User experience design","score":0.249271422624588},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.24888914823532104},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.19778817892074585},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.19225287437438965},{"id":"https://openalex.org/keywords/database","display_name":"Database","score":0.08400720357894897},{"id":"https://openalex.org/keywords/user-interface-design","display_name":"User interface design","score":0.07405677437782288}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.9580996036529541},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6676686406135559},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6121470928192139},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5682258009910583},{"id":"https://openalex.org/C2993429387","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer care","level":2,"score":0.5483161807060242},{"id":"https://openalex.org/C78597825","wikidata":"https://www.wikidata.org/wiki/Q484847","display_name":"E-commerce","level":2,"score":0.4717617332935333},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.4676000475883484},{"id":"https://openalex.org/C3017893058","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"User satisfaction","level":2,"score":0.4639859199523926},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4333680272102356},{"id":"https://openalex.org/C63880386","wikidata":"https://www.wikidata.org/wiki/Q5157592","display_name":"Computer user satisfaction","level":4,"score":0.43301093578338623},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.419541597366333},{"id":"https://openalex.org/C201025465","wikidata":"https://www.wikidata.org/wiki/Q11248500","display_name":"User experience design","level":2,"score":0.249271422624588},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.24888914823532104},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.19778817892074585},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.19225287437438965},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.08400720357894897},{"id":"https://openalex.org/C149229913","wikidata":"https://www.wikidata.org/wiki/Q135707","display_name":"User interface design","level":3,"score":0.07405677437782288},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-030-90176-9_36","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-90176-9_36","pdf_url":null,"source":{"id":"https://openalex.org/S2764900261","display_name":"Communications in computer and information science","issn_l":"1865-0929","issn":["1865-0929","1865-0937"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications in Computer and Information Science","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":51,"referenced_works":["https://openalex.org/W1496253462","https://openalex.org/W1538573988","https://openalex.org/W1552219885","https://openalex.org/W1578907434","https://openalex.org/W1708393801","https://openalex.org/W1975908400","https://openalex.org/W1983225075","https://openalex.org/W2001771035","https://openalex.org/W2021641437","https://openalex.org/W2027768622","https://openalex.org/W2028184439","https://openalex.org/W2042773803","https://openalex.org/W2047981739","https://openalex.org/W2110171129","https://openalex.org/W2110506823","https://openalex.org/W2112042732","https://openalex.org/W2117448986","https://openalex.org/W2142175015","https://openalex.org/W2145482038","https://openalex.org/W2154453017","https://openalex.org/W2281963941","https://openalex.org/W2336464046","https://openalex.org/W2345282207","https://openalex.org/W2417899833","https://openalex.org/W2519974261","https://openalex.org/W2533706648","https://openalex.org/W2741321799","https://openalex.org/W2766505384","https://openalex.org/W2787973102","https://openalex.org/W2788781842","https://openalex.org/W2886483404","https://openalex.org/W2896345354","https://openalex.org/W2905341191","https://openalex.org/W2913886222","https://openalex.org/W2939459589","https://openalex.org/W2939710951","https://openalex.org/W2940232623","https://openalex.org/W2944921267","https://openalex.org/W2964250908","https://openalex.org/W2965055801","https://openalex.org/W2972673192","https://openalex.org/W2990534675","https://openalex.org/W2997914898","https://openalex.org/W2998563994","https://openalex.org/W3003269127","https://openalex.org/W3090061593","https://openalex.org/W3124761920","https://openalex.org/W3125856483","https://openalex.org/W4243342770","https://openalex.org/W4248588746","https://openalex.org/W4251859756"],"related_works":["https://openalex.org/W2172342304","https://openalex.org/W4251188927","https://openalex.org/W1592408533","https://openalex.org/W2094610220","https://openalex.org/W2000269362","https://openalex.org/W2004938492","https://openalex.org/W1505679156","https://openalex.org/W2022452544","https://openalex.org/W1583873799","https://openalex.org/W2023488937"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":3}],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2025-10-10T00:00:00"}
