Abstract Analysis of data by humans can be a time-consuming activity and thus use of
sophisticated cognitive systems can be utilized to crunch this enormous amount of data …

This paper develops an explainable artificial intelligence (AI) approach to measuring service
quality in voice-based service encounters. Drawing from the psychology and computer …

This paper provides a literature review of the research within the framework of 1) analytics,
2) supply chain management, and 3) enterprise information systems, and relate the findings …

Purpose This study aims to provide insight into the operational factors of big data. The
operational indicators/factors are categorized into three functional parts, namely synthesis …

Delivering customer services through video communications has brought new opportunities
to analyze customer satisfaction for quality management. However, due to the lack of …

Contact centres have been highly valued by organizations for a long time. However, the
COVID-19 pandemic has highlighted their critical importance in ensuring business …

Managing mutual relationship with the customer is a decisive task in every sector. Many
earlier research outcomes evidenced this as a major drawback, particularly in the banking …

The literature related to Artificial Intelligence (AI) models and customer churn prediction is
extensive and rich in Business to Customer (B2C) environments; however, research in …

In the literature, the Information Technology Infrastructure Library (ITIL) methodology
recommends determining the priority of incident resolution based on the impact and urgency …

Due to fierce competition in the banking sector, where the competitive struggle to win larger
market share and attract the largest possible number of customers is constantly being led …