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人工智能支持的CRM系统对组织竞争优势的影响:使用BERTopic和PLS-SEM的混合方法方法

Joon Woo Yoo¹, Junsung Park¹, Heejun Park¹

¹Dept. of Industrial Engineering, Yonsei University, Seoul, South Korea.

|September 10, 2024

概括

客户关系管理 (AI-CRM) 系统中的人工智能具有独特的特征,影响组织优势. 了解这些AI-CRM特征是提高业务绩效和竞争优势的关键.

科学领域:

商业和信息系统工程商业和信息系统工程
人工智能应用程序人工智能应用程序
客户关系管理客户关系管理

背景情况:

人工智能 (AI),包括机器学习,深度学习和生成AI,越来越多地融入商业运营.
支持人工智能的CRM (AI-CRM) 系统正在成为组织竞争战略的关键组成部分.
尽管采用了人工智能,但许多公司仍在努力实现人工智能集成带来的积极绩效影响.

研究的目的:

识别AI-CRM系统的关键特征.
评估这些特征如何影响组织的竞争优势.
弥合AI-CRM采用和可衡量的绩效结果之间的差距.

主要方法:

研究1利用BERTopic对用户评论的主题建模来提取关键的AI-CRM功能.
第二项研究使用了部分最小平方结构方程建模 (PLS-SEM) 来分析特征的影响.
一种由两项研究组成的方法将定性特征提取与定量影响评估相结合.

主要成果:

确定了四个主要的AI-CRM特征:一般性,营销,销售和服务/支持.
这些特征被发现会对CRM能力产生差异性的影响.
识别出的AI-CRM特征显著影响组织绩效和竞争优势.

结论:

人工智能CRM系统中的特定特征对于实现性能效益至关重要.
有效地实施AI-CRM特征可以增强CRM能力.
调查结果为优化AI-CRM战略提供了可操作的见解,以实现竞争优势.

关键词:

人工智能的人工智能是人工智能.贝尔特 (BERT) 公司客户关系管理客户关系管理基于资源的视图基于资源的视图主题建模主题建模

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