{"id":"https://openalex.org/W2736784785","doi":"https://doi.org/10.1145/3105442","title":"AI in contact centers","display_name":"AI in contact centers","publication_year":2017,"publication_date":"2017-07-24","ids":{"openalex":"https://openalex.org/W2736784785","doi":"https://doi.org/10.1145/3105442","mag":"2736784785"},"language":"en","primary_location":{"id":"doi:10.1145/3105442","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3105442","pdf_url":null,"source":{"id":"https://openalex.org/S103482838","display_name":"Communications of the ACM","issn_l":"0001-0782","issn":["0001-0782","1557-7317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications of the ACM","raw_type":"journal-article"},"type":"article","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/A5021846968","display_name":"Keith Kirkpatrick","orcid":null},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Keith Kirkpatrick","raw_affiliation_strings":["4K Research & Consulting, LLC"],"affiliations":[{"raw_affiliation_string":"4K Research & Consulting, LLC","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5021846968"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.1076,"has_fulltext":false,"cited_by_count":31,"citation_normalized_percentile":{"value":0.88602313,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"60","issue":"8","first_page":"18","last_page":"19"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10763","display_name":"Digital Transformation in Industry","score":0.460999995470047,"subfield":{"id":"https://openalex.org/subfields/2209","display_name":"Industrial and Manufacturing Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10763","display_name":"Digital Transformation in Industry","score":0.460999995470047,"subfield":{"id":"https://openalex.org/subfields/2209","display_name":"Industrial and Manufacturing Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.47506922483444214}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.47506922483444214}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3105442","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3105442","pdf_url":null,"source":{"id":"https://openalex.org/S103482838","display_name":"Communications of the ACM","issn_l":"0001-0782","issn":["0001-0782","1557-7317"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Communications of the ACM","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W2390279801","https://openalex.org/W2358668433","https://openalex.org/W2376932109","https://openalex.org/W2001405890","https://openalex.org/W2382290278","https://openalex.org/W2350741829","https://openalex.org/W2530322880","https://openalex.org/W1596801655","https://openalex.org/W2359140296"],"abstract_inverted_index":{"Artificial":[0],"intelligence":[1],"technologies":[2],"are":[3],"being":[4],"deployed":[5],"to":[6],"improve":[7],"the":[8],"customer":[9],"service":[10],"experience.":[11]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":7},{"year":2023,"cited_by_count":6},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}