Key Factors Influencing the Degree of Acceptance of an Intelligent Customer Service System - A Literature Review.

In the context of artificial intelligence offensive markets, intelligent customer service robots have joined the traditional customer service system. Although intelligent customer service is widely used in e-commerce, finance, education and the phenomenon of rejecting intelligent customer service services often turned directly to manual. This article searches and investigates the current intelligent customer service market through a large number of literature. The purpose is to explore the key factors that affect the success of intelligent customer service, and propose the intelligent customer service system that can be more accepted by the public. The work done in the article is to use the existing Systematic Satisfaction Evaluation Model and TAM to explore the key factors affecting the acceptance of the intelligent customer service system. From the analysis of the three elements of tasks, intelligent customer service robots, and users five indicators of Flexibility, Integration, Accessibility, and Timelits’ starting points to change the system’s perception and usefulness and perception to improve the user experience, and the user is willing to accept and trust intelligent customer service. Finally, make predictions on the customer service industry in the future: intelligent customer service and manual customer service coexist, division of labor cooperation, and complementary advantages, so that intelligent customer service can be used, creating intelligent and empathized customer service systems.