Shu Yu
ABSTRACT
This paper aims to understand the inner state of users using intelligent customer service and their psychological expectations for intelligent customer service under the era boom of the development of mobile Internet and big data, and analyze the purchase process of consumers in three stages: before purchase, during purchase and after purchase. The purpose is to promote the "personification" process of intelligent customer service in the field of online shopping, Provide consumers with a better service experience for intelligent customer service during shopping. Through questionnaire survey, statistical analysis and other methods, this paper analyzes the online shopping consumers' attitude towards intelligent customer service, the impact of intelligent customer service on consumers' different purchase stages, and explores the influencing factors to improve consumers' shopping experience from the perspective of intelligent customer service. The results show that before purchase, consumers pay more attention to the information provided by intelligent customer service, pay more attention to the personalized recommendation of intelligent customer service, and pay more attention to the understanding and solution of intelligent customer service after purchase. Finally, according to the findings, this study puts forward targeted suggestions to the platform, merchants and users.
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Index Terms
- Research on the influence of artificial intelligence customer service on consumers' purchase process under the background of Internet
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