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[{"key": "dc.contributor.advisor", "value": "Sihvonen, Antti", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Hoikkala, Iida-Maria", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Ojala, Rosa", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2022-06-13T09:50:50Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2022-06-13T09:50:50Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2022", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/81663", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Teknologia kehittyy nopeasti ja teko\u00e4lyn k\u00e4ytt\u00f6 kaupank\u00e4ynniss\u00e4 kasvattaa jatkuvasti merkityst\u00e4\u00e4n. Teko\u00e4lyn k\u00e4ytt\u00f6 on yleistym\u00e4ss\u00e4 yritysten p\u00e4ivitt\u00e4isess\u00e4 toiminnassa ja jopa automatisoitu asiakasvuorovaikutus yleistyy. Asiakassitoutumisen merkitys kasvaa digitaalisella aikakaudella, sill\u00e4 tiedon levitess\u00e4 nopeasti yrityksen maine on korostetussa asemassa. T\u00e4m\u00e4 tutkimus keskittyy teko\u00e4lyn k\u00e4yt\u00f6n mahdollisiin etuihin ja haittoihin pienten ja keskisuurten yritysten (PK-yritys) asiakassitoutumisen kannalta.\nTeko\u00e4lyn ja asiakassitoutumisen k\u00e4sitteit\u00e4 ei ole aiemmin tutkittu kattavasti yhdess\u00e4. Aiemmat alan tutkimukset ovat olleet p\u00e4\u00e4osin asiakasl\u00e4ht\u00f6isi\u00e4 ja niit\u00e4 on tehty suuryritysten kontekstissa. T\u00e4m\u00e4 tutkimus erottuu muista, sill\u00e4 se pohtii suomalaisten pk-yritysten teko\u00e4lyn k\u00e4ytt\u00f6\u00e4 asiakkaiden sitouttamiseen keskittyen chatbottien k\u00e4ytt\u00f6\u00f6n. Aihetta l\u00e4hestyt\u00e4\u00e4n yrityksen n\u00e4k\u00f6kulmasta.\nTutkimus on tehty haastattelemalla suomalaisten pk-yritysten edustajia hy\u00f6dynt\u00e4en puolistrukturoituja haastatteluja. Otos koostui yrityksist\u00e4, jotka k\u00e4yttiv\u00e4t chatbotteja ja yrityksist\u00e4, jotka eiv\u00e4t k\u00e4ytt\u00e4neet chatbotteja. Tutkimuksessa k\u00e4ytettiin temaattista analyysi\u00e4 ja tuloksia verrattiin aikaisempaan tutkimukseen.\nTutkimus osoittaa, ett\u00e4 chatbotit voivat lis\u00e4t\u00e4 p\u00e4ivitt\u00e4isten asiakasvuorovaikutustilanteiden tehokkuutta pk-yrityksiss\u00e4. Botit eiv\u00e4t kuitenkaan ole viel\u00e4 tarpeeksi kehittyneit\u00e4 tarjotakseen luotettavaa asiakaspalvelua. Pk-yritykset luottavat hyviin asiakaskokemuksiin, koska se on suoraan liitoksissa asiakkaiden sitouttamiseen, jonka vuoksi chatbottien k\u00e4ytt\u00f6\u00f6n suhtaudutaan ep\u00e4r\u00f6iden. T\u00e4st\u00e4 johtuen vaadittaisiin suuria teknisi\u00e4 parannuksia, jotta chatbotit voisivat tarjota toivottua palvelutasoa pk-yrityksiss\u00e4.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Technology is rapidly developing and the use of artificial intelligence (AI) in commerce keeps growing its importance. The use of AI is becoming common in companies\u2019 daily activities and even automated customer interactions are becoming popular. The importance of customer engagement (CE) is increasing in the digital era as company reputation is emphasized with the fast spread of information. This study focuses on the advantages and disadvantages of artificial intelligence usage on small and medium-sized enterprises\u2019 (SME) customer engagement.\nThe concepts of AI and CE have not been comprehensively studied together before. Previous studies of the field have mainly had their focus on the customer, and they have been conducted in the context of large corporations. This research is distinctive as it considers Finnish SMEs\u2019 AI usage for customer engagement by focusing on the usage of chatbots. The topic is approached from the point of view of the company.\nThe study has been conducted by interviewing representatives from Finnish SMEs, utilizing semi-structured interviews. The sample consisted of companies that were using chatbots and companies that were not using chatbots. Thematic analysis was employed, and the findings were then contrasted with prior research.\nThe research indicates that chatbots may bring advantage in efficiency for SMEs, relating to daily customer interactions. However, bots are not seen to be developed enough to provide reliable customer care. SMEs rely on good customer experiences as it is directly related to customer engagement and for that reason there is notable hesitation on using chatbots. Due to this, major technological improvements would be needed for the chatbots to provide desired quality of service for SMEs.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2022-06-13T09:50:50Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2022-06-13T09:50:50Z (GMT). No. of bitstreams: 0\n Previous issue date: 2022", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "59", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "eng", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "customer engagement", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Customer Engagement Through The Use of AI : A Qualitative Study on SMEs and The Use of Chatbots", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-202206133272", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4 University School of Business and Economics", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Jyv\u00e4skyl\u00e4n yliopiston kauppakorkeakoulu", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Taloustieteet", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Business and Economics", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Yritt\u00e4jyys", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Entrepreneurship", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, 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"value": "chattibotit", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "artificial intelligence", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "small and medium-sized enterprises", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "customers", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "chatbots", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.type.okm", "value": "G2", "language": null, "element": "type", 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