IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-01803745.html
   My bibliography  Save this paper

LES AGENTS VIRTUELS INTELLIGENTS Quels atouts pour la relation client ?

Author

Listed:
  • Catherine Viot

    (SAF - Laboratoire de Sciences Actuarielle et Financière - UCBL - Université Claude Bernard Lyon 1 - Université de Lyon)

  • Grégory Bressolles

    (Kedge Business School [Talence])

Abstract

While conversion rates on retail websites are still considered as low and while the customer experience of online purchase is often perceived as lacking human warmth and while consumer services collapse under information and complaints' requests, a solution exists. It is based on the integration of a Intelligent Virtual Agent (IVA) into the other customer relationship channels. A critical assessment of Intelligent Virtual Agents 'performance is first made. They present qualities bound to the technological progress but they remain perfectible. Considering this assessment, the assets of the IVA in terms of customer relationship - in particular their influence on consumer outcomes, their role in the humanization of the website and the improvement of service quality, their integration into the multichannel customer relationship system and the control of operational costs - are then discussed

Suggested Citation

  • Catherine Viot & Grégory Bressolles, 2012. "LES AGENTS VIRTUELS INTELLIGENTS Quels atouts pour la relation client ?," Post-Print hal-01803745, HAL.
    • Handle: RePEc:hal:journl:hal-01803745
    Note: View the original document on HAL open archive server: https://hal.science/hal-01803745
    as

    Download full text from publisher

    File URL: https://hal.science/hal-01803745/document
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Oliviane Brodin & Marie Beck & Laurent Carpentier & Dominique Crié, 2015. "Se voir et être vu dans un miroir virtuel : les effets comportementaux et attitudinaux de l’engagement corporel et social lors d’une expérience de shopping en ligne," Post-Print hal-03350200, HAL.
    2. Beck, Marie & Crié, Dominique, 2018. "I virtually try it … I want it ! Virtual Fitting Room: A tool to increase on-line and off-line exploratory behavior, patronage and purchase intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 279-286.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-01803745. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.