Case II (Part A): JIMI’s Growth Path: Artificial Intelligence Has Redefined the Customer Service of JD.Com

Xiaoming Zhu ()
Additional contact information
Xiaoming Zhu: China Europe International Business School

A chapter in Emerging Champions in the Digital Economy, 2019, pp 91-103 from Springer

Abstract: Abstract In December 2012, JD.com introduced a new member to its online customer service team: JIMI (JD.com Instant Messaging Intelligence). As an artificial intelligence product focused on customer service, JIMI had increased the customer satisfaction rate to over 80% in some areas by March 2016. As the company was on a fast track, JIMI was designed not only for improving customer satisfaction, but also for using innovative technologies to ease human resource bottlenecks.

Date: 2019
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-981-13-2628-8_3

Ordering information: This item can be ordered from
http://www.springer.com/9789811326288

DOI: 10.1007/978-981-13-2628-8_3

Access Statistics for this chapter

More chapters in Management for Professionals from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().