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    • Μεταπτυχιακές διατριβές / Master Τhesis
    • Διοίκηση Επιχειρήσεων (ΕΛΛ + ΑΓΓ) / (MBA) Master of Business Administration (in Greek and English)
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    • Αποθετήριο Ανοικτού Πανεπιστημίου Κύπρου (Repository of the Open University of Cyprus)
    • Μεταπτυχιακές διατριβές / Master Τhesis
    • Διοίκηση Επιχειρήσεων (ΕΛΛ + ΑΓΓ) / (MBA) Master of Business Administration (in Greek and English)
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    Robots in telecommunications: can call center agents be supplemented by robots?

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    MBA-2020-00757.pdf (898.7Kb)
    Date
    2020-05
    Author
    Μουξούρη, Αθηνά
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    Abstract
    The goal of this Master Thesis is to identify whether robots or intelligent machines could be used in call centers to supplement human element behind the customer calls. More specifically we will attempt to answer the questions: Can this familiar way of calling and expecting a human being answering your call be disrupted by replacing humans with robots? can robots meet a customer's expectations and satisfy their needs and requests better and faster than call center human agents or will this cause frustration and further delays to the already congested call center lines? In chapter 1, we discuss the interaction marketing and technology, informations systems, artificial intelligence, and robotic process automation. To implement the marketing concept company must obtain information about customers. In chapter 2, we discuss the customer involvement in the innovation process. We examine the information systems and innovation in telecommunications services. In chapter 3, we examine how robotics can increase business value in telecommunication services and we examine the role of robotics in call centers. Finally, we investigate the factors that play important role in customer satisfaction in a company with telecommunications services. Statistical analysis of a questionaire, shows that robotic systems may assist to improve customer satisfaction but not completely supplement call center agents. The main focus however should be placed on building customer value and satisfaction, which are regarded as the keys to generating customer loyalty.
    URI
    http://hdl.handle.net/11128/4527
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    • Διοίκηση Επιχειρήσεων (ΕΛΛ + ΑΓΓ) / (MBA) Master of Business Administration (in Greek and English)

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    Open University of Cyprus

    PO Box 12794,

    2252, Latsia

    Cyprus

    Tel.: +357 22 411600

    Fax.: +357 22 411601

    • Help
    • Contact Us
    • Open University of Cyprus
    • OUC Library
    • Policies
    • Accessibility and Data Protection

    Find us on:

    • FacebookFacebook
    • EU Flag
    • Republic of Cyprus
    • Structural Funds
    • e University
    • Open University of Cyprus

    The eUniversity Project is co-founded by the European Regional Development Fund and National Funds in the Programmatic Period 2007-2013