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ENDÜSTRİYEL PAZARDA SOHBET ROBOTUNUN KULLANIMINA YÖNELİK NİTEL BİR ARAŞTIRMA

Year 2023, , 98 - 127, 31.12.2023
https://doi.org/10.46238/jobda.1299432

Abstract

Sohbet robotu yapay zeka uygulamalarından biridir. İşletmeler müşterilerine bilgi vermek, web sitesi içinde yönlendirme yapmak, sorulara anında ve hızlı bir şekilde cevap verebilmek için sohbet robotundan faydalanmaktadırlar. Çalışmanın amacı, endüstriyel pazarda satış çalışanlarının satış faaliyetlerinde sohbet robotlarını kullanımına ilişkin amaç, beklentileri ve elde edilebileceği faydaları ile algılanan engelleri ve endişeleri ortaya koymaktır. Ayrıca sohbet robotlarının müşteri deneyimine sağlayacağı katkıları belirlemektir. Bu doğrultuda 10 satış çalışanı ile derinlemesine görüşmeler yapılmıştır. Görüşmelerin analizinde içerik analizi kullanılmıştır. Çalışma sonuçlarına göre, satış çalışanlarının satış faaliyetlerinde sohbet robotlarını kullanımına ilişkin amaç, beklentileri ve elde edilebileceği faydalar; ürün, lojistik, stok bilgisi sağlaması, departmanlararası veri paylaşması, temel sorularına hızlı cevap vermesi, müşteriyi ilgili kişiye yönlendirmesi, müşteri verilerinin toplanması, rutin işleri takip ederek ziyaret planlaması, şikayet takibi yapması, müşterinin firmaya kaydolmasını kolaylaştırması, farklı dil özelliklerini kullanması, e-postaları analiz ederek önceliklendirmesi ve yanıt verebilmesidir. Satış çalışanları sohbet robotunun doğru şekilde çalışmaması, kişinin izni ve bilgisi olmadan müşteriye yanlış bilgi (randevu, fiyat, temin, stok gibi) paylaşması, müşteri ile sorun yaşaması, talepleri doğru tahmin edememesi konularında endişe duymaktadırlar. Katılımcılar sohbet robotu kullanmalarında algılanan engeller; endüstriyel pazardaki işlerin ve ürünlerin teknik, müşteri kaybetme riskinin yüksek ve maliyetli olması olarak ifade etmişlerdir. Ayrıca sohbet robotunun algılama hatası vermesinin, kullanıcı duygularını anlama zorluğunun, verilen bilginin yetersizliğinin, kullanıcıların eğitim seviyelerinin düşük olmasının kullanım oranını azaltacağını düşünmektedirler.

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ENDÜSTRİYEL PAZARDA SOHBET ROBOTUNUN KULLANIMINA YÖNELİK NİTEL BİR ARAŞTIRMA

Year 2023, , 98 - 127, 31.12.2023
https://doi.org/10.46238/jobda.1299432

Abstract

Sohbet robotu yapay zeka uygulamalarından biridir. İşletmeler müşterilerine bilgi vermek, web sitesi içinde yönlendirme yapmak, sorulara anında ve hızlı bir şekilde cevap verebilmek için sohbet robotundan faydalanmaktadırlar. Çalışmanın amacı, endüstriyel pazarda satış çalışanlarının satış faaliyetlerinde sohbet robotlarını kullanımına ilişkin amaç, beklentileri ve elde edilebileceği faydaları ile algılanan engelleri ve endişeleri ortaya koymaktır. Ayrıca sohbet robotlarının müşteri deneyimine sağlayacağı katkıları belirlemektir. Bu doğrultuda 10 satış çalışanı ile derinlemesine görüşmeler yapılmıştır. Görüşmelerin analizinde içerik analizi kullanılmıştır. Çalışma sonuçlarına göre, satış çalışanlarının satış faaliyetlerinde sohbet robotlarını kullanımına ilişkin amaç, beklentileri ve elde edilebileceği faydalar; ürün, lojistik, stok bilgisi sağlaması, departmanlararası veri paylaşması, temel sorularına hızlı cevap vermesi, müşteriyi ilgili kişiye yönlendirmesi, müşteri verilerinin toplanması, rutin işleri takip ederek ziyaret planlaması, şikayet takibi yapması, müşterinin firmaya kaydolmasını kolaylaştırması, farklı dil özelliklerini kullanması, e-postaları analiz ederek önceliklendirmesi ve yanıt verebilmesidir. Satış çalışanları sohbet robotunun doğru şekilde çalışmaması, kişinin izni ve bilgisi olmadan müşteriye yanlış bilgi (randevu, fiyat, temin, stok gibi) paylaşması, müşteri ile sorun yaşaması, talepleri doğru tahmin edememesi konularında endişe duymaktadırlar. Katılımcılar sohbet robotu kullanmalarında algılanan engeller; endüstriyel pazardaki işlerin ve ürünlerin teknik, müşteri kaybetme riskinin yüksek ve maliyetli olması olarak ifade etmişlerdir. Ayrıca sohbet robotunun algılama hatası vermesinin, kullanıcı duygularını anlama zorluğunun, verilen bilginin yetersizliğinin, kullanıcıların eğitim seviyelerinin düşük olmasının kullanım oranını azaltacağını düşünmektedirler.

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Details

Primary Language Turkish
Subjects Business Administration
Journal Section Original Scientific Articles
Authors

Ezgi Doğan This is me 0000-0003-4719-4597

İpek Kazançoğlu 0000-0001-8251-5451

Early Pub Date November 30, 2023
Publication Date December 31, 2023
Published in Issue Year 2023

Cite

APA Doğan, E., & Kazançoğlu, İ. (2023). ENDÜSTRİYEL PAZARDA SOHBET ROBOTUNUN KULLANIMINA YÖNELİK NİTEL BİR ARAŞTIRMA. Journal of Business in The Digital Age, 6(2), 98-127. https://doi.org/10.46238/jobda.1299432
AMA Doğan E, Kazançoğlu İ. ENDÜSTRİYEL PAZARDA SOHBET ROBOTUNUN KULLANIMINA YÖNELİK NİTEL BİR ARAŞTIRMA. JOBDA. December 2023;6(2):98-127. doi:10.46238/jobda.1299432
Chicago Doğan, Ezgi, and İpek Kazançoğlu. “ENDÜSTRİYEL PAZARDA SOHBET ROBOTUNUN KULLANIMINA YÖNELİK NİTEL BİR ARAŞTIRMA”. Journal of Business in The Digital Age 6, no. 2 (December 2023): 98-127. https://doi.org/10.46238/jobda.1299432.
EndNote Doğan E, Kazançoğlu İ (December 1, 2023) ENDÜSTRİYEL PAZARDA SOHBET ROBOTUNUN KULLANIMINA YÖNELİK NİTEL BİR ARAŞTIRMA. Journal of Business in The Digital Age 6 2 98–127.
IEEE E. Doğan and İ. Kazançoğlu, “ENDÜSTRİYEL PAZARDA SOHBET ROBOTUNUN KULLANIMINA YÖNELİK NİTEL BİR ARAŞTIRMA”, JOBDA, vol. 6, no. 2, pp. 98–127, 2023, doi: 10.46238/jobda.1299432.
ISNAD Doğan, Ezgi - Kazançoğlu, İpek. “ENDÜSTRİYEL PAZARDA SOHBET ROBOTUNUN KULLANIMINA YÖNELİK NİTEL BİR ARAŞTIRMA”. Journal of Business in The Digital Age 6/2 (December 2023), 98-127. https://doi.org/10.46238/jobda.1299432.
JAMA Doğan E, Kazançoğlu İ. ENDÜSTRİYEL PAZARDA SOHBET ROBOTUNUN KULLANIMINA YÖNELİK NİTEL BİR ARAŞTIRMA. JOBDA. 2023;6:98–127.
MLA Doğan, Ezgi and İpek Kazançoğlu. “ENDÜSTRİYEL PAZARDA SOHBET ROBOTUNUN KULLANIMINA YÖNELİK NİTEL BİR ARAŞTIRMA”. Journal of Business in The Digital Age, vol. 6, no. 2, 2023, pp. 98-127, doi:10.46238/jobda.1299432.
Vancouver Doğan E, Kazançoğlu İ. ENDÜSTRİYEL PAZARDA SOHBET ROBOTUNUN KULLANIMINA YÖNELİK NİTEL BİR ARAŞTIRMA. JOBDA. 2023;6(2):98-127.

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