Chatbot as a Tool for Knowledge Sharing in the Maintenance and Repair Processes

• Autorzy: Mleczko Katarzyna

Identyfikatory

DOI

10.2478/mape-2021-0045

• Języki publikacji: EN

Abstrakty

EN

In the era of digitization and general access to Internet resources, it seems natural to expect fast, direct, and tailored access to the knowledge of interest. The research shows that the use of modern technologies is not reserved only for industrial solutions, but can be applied in common use. Solutions based on artificial intelligence can provide solutions to many problems of the modern world. This is particularly visible in the era of challenges related to ecology (e.g. minimization of paper consumption) and expectations of fast access to information regardless of place and time. Treating chatbots as a tool supporting the customer in current activities, quick problem-solving shows the potential and care for the image of the producers. Developing the functionality of virtual assistants used for marketing activities with the functionality of technical support can bring tangible benefits both in the economic and social spheres. It should be noted that electronic versions of documents, knowledge transferred in an interactive form can be easily updated and presented in different forms. This increases the attractiveness of transmitted knowledge, users can choose the appropriate form, and access to these resources becomes easier. Artificial intelligence-based tools in the form of chatbots (also called virtual assistants) seem to be a solution worthy of interest. This paper presents the process of developing a virtual assistant to support the maintenance and repair activities of small household appliances. A chatbot aims at gathering in one place and then providing dedicated knowledge resources to an individual user on a just-in-time basis.

Słowa kluczowe

EN

knowledge sharing; maintenance; chatbot; AI; virtual assistant

• Wydawca: STE GROUP ; De Gruyter
• Czasopismo: Multidisciplinary Aspects of Production Engineering
• Rocznik: 2021
• Tom: Vol. 4, Iss. 1
• Strony: 499--508
• Opis fizyczny: Bibliogr. 7 poz., fig., tab.

Twórcy

autor

Mleczko Katarzyna

• Silesian University of Technology, Poland

• https://orcid.org/0000-0002-8463-1429

Bibliografia

• 1. Chong Terrence, Yu Ting, Keeling Debbie Isobel, de Ruyter Ko, (2021). I-chatbots on the services frontline addressing the challenges and opportunities of agency, Journal of Retailing and Consumer Services, Volume 63, ISSN 0969-6989, https://doi.org/10.1016/j.jretconser.2021.102735.
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• 3. Kasthuri E., Balaji S., (2021). Natural language processing and deep learning chatbot using long short term memory algorithm, Materials Today: Proceedings, ISSN 2214-7853, https://doi.org/10.1016/j.matpr.2021.04.154.
• 4. Lauriola I., Lavelli A. and Aiolli F., An introduction to Deep Learning in Natural Language Processing: Models, techniques, and tools, Neurocomputing, https://doi.org/10.1016/j.neucom.2021.05.103
• 5. SAP Conversational AI platform website, https://cai.tools.sap.
• 6. Sinarwati Mohamad Suhaili, Naomie Salim, Mohamad Nazim Jambli, (2021). Service chatbots: A systematic review, Expert Systems with Applications, Volume 184, ISSN 0957-4174, https://doi.org/10.1016/j.eswa.2021.115461.
• 7. Suthar, S., (2020). Top 10 AI-powered chatbots to skyrocket your sales. The Next Scoop. Available at: https://thenextscoop.com/ai-powered-chatbots-to-skyrocket-sales/. (Accessed 28 February 2021).

Uwagi

This article is the result of research conducted at the Department of Production Engineering, Faculty of Organization and Management, Silesian University of Technology, within the statutory work project number 13/030/BK-21/0065.

Opracowanie rekordu ze środków MEiN, umowa nr SONP/SP/546092/2022 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2022-2023).