The Influencing Factors and Route Types of Intelligent Customer Service Application Based on TOE Framework
[Purpose/significance]The application of intelligent customer service is not only a necessary move for enterprises in the era of digital intelligence,but also faces many challenges and pressures.This paper explores the impact of factors such as technologi-cal development,corporate organizational characteristics,and environments of business development on the application of intelligent customer service in enterprises,which can provide ideas for the application of intelligent customer service in enterprises and provide theoretical support for the application and practice of intelligent customer service in complex situations.[Method/process]Based on the TOE(Technology-Organization-Environment)framework,using the QCA(Qualitative Comparative Analysis)method,this paper analyzes the Chatbot application examples of 22 enterprises,and expounds the influencing factors and path types of enterprise intelli-gent customer service application.[Result/conclusion]The conditional configuration of intelligent customer service application is summarized,and two enterprise intelligent customer service application paths supported by practical results are proposed,namely"digital transformation"and"Internet gene".[Innovation/limitation]It reveals the influencing factors and mechanism of the applica-tion of enterprise intelligent customer service,and provides a basis for the application of enterprise intelligent customer service.In the future,the sample of cases will be expanded,and factors such as customer service image and sentiment analysis will be taken into ac-count.
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