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Customer service robot model based on e-commerce dual-channel channel supply coordination and compensation strategy in the perspective of big data

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Abstract

In order to improve the customer service effect of e-commerce customer service robots, this paper combines the compensation strategy of dual-channel supply chain coordination of e-commerce with the big data perspective to complete the function and system analysis of e-commerce customer service robots. In the study of the dual-channel supply chain, this paper considers the difference between online channels and traditional channel service experience, and uses the dual-channel service competition model to improve the performance of customer service robots. Aiming at the characteristics of online channel service experience and service model, this paper analyzes the model of a single online channel and the dual-channel supply chain model composed of online direct sales channels and traditional single retailer channels. In addition, this paper constructs the customer service robot system structure and uses experiments to verify its performance. The research results show that the algorithm system proposed in this paper is reliable.

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There was no outside funding or grants received that assisted in this study.

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Authors and Affiliations

  1. Henan University of Animal Husbandry and Economy, Zhengzhou,, 450000, Henan, China

    Changhao Zhang & Mengyu Ren

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  1. Changhao Zhang
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  2. Mengyu Ren
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Correspondence to Changhao Zhang.

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The authors declared that they have no conflicts of interest to this work. We declare that we do not have any commercial or associative interest that represents a conflict of interest in connection with the work submitted.

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Zhang, C., Ren, M. Customer service robot model based on e-commerce dual-channel channel supply coordination and compensation strategy in the perspective of big data. Int J Syst Assur Eng Manag 14, 591–601 (2023). https://doi.org/10.1007/s13198-021-01325-2

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  • DOI: https://doi.org/10.1007/s13198-021-01325-2

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