The model of using artificial intelligence in the provision of electronic services of mobile phone operators
Subject Areas : Multimedia Processing, Communications Systems, Intelligent SystemsArezou Sadri 1 , Deeba Walizadeh Bahador 2 , Meysam Madanipour 3
1 - MSc, Technology Innovation Management, University of Science and Technology, Tehran, Iran
2 - Department of Economics, Federal University of London, , University of CT London
3 - PhD student, Department of Business Administration, Tabriz Branch, Islamic Azad University, Tabriz, Iran
Keywords: artificial intelligence, e-commerce, mobile phone,
Abstract :
Abstract
Introduction: Artificial intelligence is recognized as a key tool in creating competitiveness and innovation in the mobile communication industry. This research has been done with the aim of designing the pattern of using artificial intelligence in the provision of electronic services of mobile phone operators using the interpretive structural equations approach.
Method: The current research is considered a mixed research method in terms of the purpose, the type of applied research, the type of method, and the method of data collection. The statistical population in the qualitative section includes 15 experts, including managers and academic staff members, telecommunications managers. The main data collection tool includes semi-structured interviews (in the qualitative section).
Results: Based on the results of qualitative analysis, 15 themes were extracted, including customer needs, cost reduction, rules and regulations, improving user experience, market competition, scalability, improving efficiency, innovation and differentiation, 24-hour access, data security, and organizational culture. customer orientation, training and development, data quality, income increase. Finally, Interpretive Structural Equations (ISM) were used to determine cause and effect relationships and leveling between themes, and according to the results, the themes were placed in 8 levels.
Discussion: The use of artificial intelligence in the provision of electronic services of mobile phone operators has brought significant results, among which we can mention the increase of service quality, improvement of customer experience and reduction of operational costs. As a result, artificial intelligence is being considered as a key tool in creating a competitive advantage for mobile operators.
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