{"id":"https://openalex.org/W4312192581","doi":"https://doi.org/10.1080/08839514.2022.2157592","title":"The impact of AI-based conversational agent on the firms\u2019 operational performance: Empirical evidence from a call center","display_name":"The impact of AI-based conversational agent on the firms\u2019 operational performance: Empirical evidence from a call center","publication_year":2022,"publication_date":"2022-12-22","ids":{"openalex":"https://openalex.org/W4312192581","doi":"https://doi.org/10.1080/08839514.2022.2157592"},"language":"en","primary_location":{"id":"doi:10.1080/08839514.2022.2157592","is_oa":true,"landing_page_url":"https://doi.org/10.1080/08839514.2022.2157592","pdf_url":null,"source":{"id":"https://openalex.org/S125501549","display_name":"Applied Artificial Intelligence","issn_l":"0883-9514","issn":["0883-9514","1087-6545"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Applied Artificial Intelligence","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.1080/08839514.2022.2157592","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5062475345","display_name":"Zhenyuan Zhang","orcid":"https://orcid.org/0000-0003-3356-0111"},"institutions":[{"id":"https://openalex.org/I204983213","display_name":"Harbin Institute of Technology","ror":"https://ror.org/01yqg2h08","country_code":"CN","type":"education","lineage":["https://openalex.org/I204983213"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Zhenyuan Zhang","raw_affiliation_strings":["School of Management, Harbin Institute of Technology, Harbin, Heilongjiang Province, P.R. China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management, Harbin Institute of Technology, Harbin, Heilongjiang Province, P.R. China","institution_ids":["https://openalex.org/I204983213"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100406161","display_name":"Binbin Li","orcid":"https://orcid.org/0000-0001-8779-4322"},"institutions":[{"id":"https://openalex.org/I204983213","display_name":"Harbin Institute of Technology","ror":"https://ror.org/01yqg2h08","country_code":"CN","type":"education","lineage":["https://openalex.org/I204983213"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Bin Li","raw_affiliation_strings":["School of Management, Harbin Institute of Technology, Harbin, Heilongjiang Province, P.R. China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management, Harbin Institute of Technology, Harbin, Heilongjiang Province, P.R. China","institution_ids":["https://openalex.org/I204983213"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101677959","display_name":"Luning Liu","orcid":"https://orcid.org/0000-0002-5539-5623"},"institutions":[{"id":"https://openalex.org/I204983213","display_name":"Harbin Institute of Technology","ror":"https://ror.org/01yqg2h08","country_code":"CN","type":"education","lineage":["https://openalex.org/I204983213"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Luning Liu","raw_affiliation_strings":["School of Management, Harbin Institute of Technology, Harbin, Heilongjiang Province, P.R. China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management, Harbin Institute of Technology, Harbin, Heilongjiang Province, P.R. China","institution_ids":["https://openalex.org/I204983213"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5101677959"],"corresponding_institution_ids":["https://openalex.org/I204983213"],"apc_list":{"value":2195,"currency":"USD","value_usd":2195},"apc_paid":{"value":2195,"currency":"USD","value_usd":2195},"fwci":2.3237,"has_fulltext":false,"cited_by_count":24,"citation_normalized_percentile":{"value":0.89826616,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":94,"max":99},"biblio":{"volume":"37","issue":"1","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":0.9957000017166138,"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":0.9957000017166138,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9797999858856201,"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/T13812","display_name":"AI and HR Technologies","score":0.9623000025749207,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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/computer-science","display_name":"Computer science","score":0.8312909603118896},{"id":"https://openalex.org/keywords/call-centre","display_name":"Call centre","score":0.6715911030769348},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5742080211639404},{"id":"https://openalex.org/keywords/set","display_name":"Set (abstract data type)","score":0.5553139448165894},{"id":"https://openalex.org/keywords/call-management","display_name":"Call management","score":0.501366138458252},{"id":"https://openalex.org/keywords/operational-efficiency","display_name":"Operational efficiency","score":0.44870227575302124},{"id":"https://openalex.org/keywords/event","display_name":"Event (particle physics)","score":0.42995429039001465},{"id":"https://openalex.org/keywords/center","display_name":"Center (category theory)","score":0.42781850695610046},{"id":"https://openalex.org/keywords/operations-research","display_name":"Operations research","score":0.36838042736053467},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.2678053379058838},{"id":"https://openalex.org/keywords/call-control","display_name":"Call control","score":0.1656855046749115},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.157147616147995},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.1487172245979309}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8312909603118896},{"id":"https://openalex.org/C2779808267","wikidata":"https://www.wikidata.org/wiki/Q476796","display_name":"Call centre","level":2,"score":0.6715911030769348},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5742080211639404},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.5553139448165894},{"id":"https://openalex.org/C28819325","wikidata":"https://www.wikidata.org/wiki/Q5021628","display_name":"Call management","level":3,"score":0.501366138458252},{"id":"https://openalex.org/C2778964270","wikidata":"https://www.wikidata.org/wiki/Q7097774","display_name":"Operational efficiency","level":2,"score":0.44870227575302124},{"id":"https://openalex.org/C2779662365","wikidata":"https://www.wikidata.org/wiki/Q5416694","display_name":"Event (particle physics)","level":2,"score":0.42995429039001465},{"id":"https://openalex.org/C2779463800","wikidata":"https://www.wikidata.org/wiki/Q5062222","display_name":"Center (category theory)","level":2,"score":0.42781850695610046},{"id":"https://openalex.org/C42475967","wikidata":"https://www.wikidata.org/wiki/Q194292","display_name":"Operations research","level":1,"score":0.36838042736053467},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.2678053379058838},{"id":"https://openalex.org/C131969451","wikidata":"https://www.wikidata.org/wiki/Q5021614","display_name":"Call control","level":2,"score":0.1656855046749115},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.157147616147995},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.1487172245979309},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C8010536","wikidata":"https://www.wikidata.org/wiki/Q160398","display_name":"Crystallography","level":1,"score":0.0},{"id":"https://openalex.org/C62520636","wikidata":"https://www.wikidata.org/wiki/Q944","display_name":"Quantum mechanics","level":1,"score":0.0},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1080/08839514.2022.2157592","is_oa":true,"landing_page_url":"https://doi.org/10.1080/08839514.2022.2157592","pdf_url":null,"source":{"id":"https://openalex.org/S125501549","display_name":"Applied Artificial Intelligence","issn_l":"0883-9514","issn":["0883-9514","1087-6545"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Applied Artificial Intelligence","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:c9188f2e82c34e4fa3f403ca0a794cbc","is_oa":true,"landing_page_url":"https://doaj.org/article/c9188f2e82c34e4fa3f403ca0a794cbc","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Applied Artificial Intelligence, Vol 37, Iss 1 (2023)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1080/08839514.2022.2157592","is_oa":true,"landing_page_url":"https://doi.org/10.1080/08839514.2022.2157592","pdf_url":null,"source":{"id":"https://openalex.org/S125501549","display_name":"Applied Artificial Intelligence","issn_l":"0883-9514","issn":["0883-9514","1087-6545"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Applied Artificial Intelligence","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[{"id":"https://openalex.org/G5780641379","display_name":null,"funder_award_id":"#72034001, #71974044","funder_id":"https://openalex.org/F4320321001","funder_display_name":"National Natural Science Foundation of China"},{"id":"https://openalex.org/G6231201839","display_name":null,"funder_award_id":"Grant No. HIT.HSS.DZ201905","funder_id":"https://openalex.org/F4320335787","funder_display_name":"Fundamental Research Funds for the Central Universities"},{"id":"https://openalex.org/G635027965","display_name":null,"funder_award_id":"YQ2020G004","funder_id":"https://openalex.org/F4320323085","funder_display_name":"Natural Science Foundation of Heilongjiang Province"}],"funders":[{"id":"https://openalex.org/F4320321001","display_name":"National Natural Science Foundation of China","ror":"https://ror.org/01h0zpd94"},{"id":"https://openalex.org/F4320323085","display_name":"Natural Science Foundation of Heilongjiang Province","ror":null},{"id":"https://openalex.org/F4320335787","display_name":"Fundamental Research Funds for the Central Universities","ror":null}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":45,"referenced_works":["https://openalex.org/W1553818342","https://openalex.org/W1856603002","https://openalex.org/W1985705086","https://openalex.org/W2051767491","https://openalex.org/W2067729260","https://openalex.org/W2069577432","https://openalex.org/W2081208077","https://openalex.org/W2121722108","https://openalex.org/W2124290293","https://openalex.org/W2128483867","https://openalex.org/W2130162792","https://openalex.org/W2142418121","https://openalex.org/W2149342746","https://openalex.org/W2182769762","https://openalex.org/W2545672086","https://openalex.org/W2582336686","https://openalex.org/W2747740261","https://openalex.org/W2762223216","https://openalex.org/W2786141192","https://openalex.org/W2795037203","https://openalex.org/W2797932774","https://openalex.org/W2888230425","https://openalex.org/W2888649442","https://openalex.org/W2901913680","https://openalex.org/W2942858056","https://openalex.org/W2942968409","https://openalex.org/W2950948599","https://openalex.org/W2964383556","https://openalex.org/W2969117470","https://openalex.org/W2973537858","https://openalex.org/W2994700518","https://openalex.org/W2995352152","https://openalex.org/W2996510345","https://openalex.org/W2998574317","https://openalex.org/W3036668652","https://openalex.org/W3045101259","https://openalex.org/W3092728304","https://openalex.org/W3121705224","https://openalex.org/W3181487680","https://openalex.org/W3185212992","https://openalex.org/W3186429251","https://openalex.org/W3194963062","https://openalex.org/W3201541319","https://openalex.org/W6679109501","https://openalex.org/W6981381184"],"related_works":["https://openalex.org/W2566399258","https://openalex.org/W1988907130","https://openalex.org/W4250116973","https://openalex.org/W4233040899","https://openalex.org/W2389320203","https://openalex.org/W2385170526","https://openalex.org/W2239377368","https://openalex.org/W2105962915","https://openalex.org/W2891931855","https://openalex.org/W2780957208"],"abstract_inverted_index":{"Artificial":[0],"intelligence":[1],"(AI)":[2],"based":[3],"conversational":[4,33,56,100],"agent":[5,57,101],"is":[6,49,70,117],"widely":[7],"used":[8],"in":[9,90],"the":[10,18,28,43,52,64,77,95,103,131],"service":[11],"industry.":[12],"Although":[13],"some":[14],"studies":[15],"have":[16],"investigated":[17],"impact":[19],"of":[20,31,46,54,67,97,134],"AI":[21],"on":[22,35,58,112],"customers,":[23],"little":[24],"research":[25],"has":[26,108],"documented":[27],"concrete":[29],"e\ufb00ects":[30],"AI-based":[32,55,99],"agents":[34],"firms\u2019":[36,59],"operational":[37,60,132],"performance.":[38,61],"To":[39],"fill":[40],"this":[41,47],"gap,":[42],"main":[44],"goal":[45],"paper":[48],"to":[50],"investigate":[51],"impacts":[53],"In":[62],"addition,":[63],"moderating":[65],"effect":[66,120],"time":[68,123],"blocks":[69],"also":[71],"investigated.":[72],"We":[73],"address":[74],"questions":[75],"using":[76],"event":[78],"study":[79],"method":[80],"and":[81,107],"a":[82,87,118],"proprietary":[83],"data":[84],"set":[85],"from":[86],"telecom":[88],"firm":[89],"China.":[91],"Results":[92],"show":[93],"that":[94],"introduction":[96],"an":[98],"increases":[102],"average":[104],"call":[105,113,135],"length":[106],"no":[109],"significant":[110],"influence":[111],"numbers.":[114],"Moreover,":[115],"there":[116],"heterogeneous":[119],"among":[121],"different":[122],"blocks.":[124],"Our":[125],"findings":[126],"provide":[127],"important":[128],"implications":[129],"for":[130],"management":[133],"center.":[136]},"counts_by_year":[{"year":2026,"cited_by_count":4},{"year":2025,"cited_by_count":11},{"year":2024,"cited_by_count":7},{"year":2023,"cited_by_count":2}],"updated_date":"2026-08-01T09:00:35.917206","created_date":"2025-10-10T00:00:00"}