FInal project assistance?

Source Evaluation Worksheet

Alesha January

American Military University

May 29, 2022

Part I: Topic

The topic concerns customer care in various organizations. The concept of the project involves the development of a DFJ customer care software that will help in ensuring that customers care is provided in the most satisfying way (Behera & Bala, 2021). The primary idea is to create an effective software that will ensure that customers in organizations interact with the management properly and give their feedback without difficulties (Lotz et al, 2018). This will help the organizations in solving disputes involving the customers with ease as well as ensure that the services delivered to the customers are of high quality (Gupta & Mittal, 2021).

Part II: Source Evaluation

Source 1.

Article Title: Cognitive chatbot for personalized contextual customer service: Behind the Scene and beyond the Hype.

Article Author: Rajat Kumar Behera & Pradip Kumar Bala

Retrieval Information (example website link): https://doi.org/10.1007/s10796-021-10168-y

Source’s Publication Date: 09 July 2021

Publishing Information: The article was published on Accepted on 26 June 2021 and published on 9 July 2021. It was published by Springer.

Source Summary: This is a study that adds to the limited research on chatbots and proposes ways to better customer care, especially when looking for real-time data on product stability and accessibility. The automated responses to frequently asked questions on recurring difficulties provide clients with a consistent experience. This study contributes to the literature on chatbots by combining two models into a streamlined model and demonstrating that trust influences the inclination to utilize a cognitive chatbot, which fosters automation.

As the use of chatbots has spread throughout enterprises, businesses have begun to deploy cognitive services, which is what this study is about.

Source 2.

Article Title: The role of customer care in a customer experience transformation.

Article Author: Stephanie Lotz, Julian Raabe, and Stefan Roggenhofer

Retrieval Information: https://www.mckinsey.com/pe/~/media/McKinsey/Business%20Functions/Operations/Our%20Insights/The%20role%20of%20customer%20care%20in%20a%20customer%20experience%20transformation/The-role-of-customer-care-in-a-customer-experience-transformation-vf.pdf

Source’s Publication Date: 2018

Publishing Information: The article was published in 208 by McKinsey & Company.

Source Summary: The role of proper customer service in influencing consumer perspectives is discussed in this article. It explains why customer journeys are important in customer experience transformation. Customer service's a critical part of the change, as well as Customer encounter transformation's six hallmarks.

Source 3.

Article Title: Exploring the Challenges and Techniques Used for improving customer satisfaction through TQM: An empirical study.

Article Author: Pardeep Gupta and Ankesh Mittal

Retrieval Information: https://doi.org/10.1142/S021968672150030X

Source’s Publication Date: 2021

Publishing Information: The article is from a journal of advanced manufacturing systems by World Scientific. Published in 2021.

Source Summary: The purpose of this paper is to analyze the problems of leading an industry in India that manufactures tractors to lose market share and the influence of applying customer-centric Total Quality Management strategies on regaining market share. To become more competitive, the industry's principal goal was to improve consumer happiness. The case study described in this paper may provide TQM practitioners with insight into how to implement comparable tactics in their firms to improve customer contentment.

Source 4.

Article Title: DFJ leads Series A round for Mythic

Article Author: Iris Dorbian

Retrieval Information: Newspaper Article

Source’s Publication Date: 2017-03-22

Publishing Information: New York: PEI Media Group, Nexis Uni, ProQuest Central

Source Summary: Austin and San Francisco-based Mythic, a provider of a local AI platform that turns devices into intelligent assistants, has raised $9 million in Series A funding, DFJ led the round with participation from Lux Capital, Data Collective and AME Cloud Ventures. In addition to the funding, Steve Jurvetson of DFJ and Shahin Farshchi of Lux Capital have been names to Mythic’s board of directors.

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