Leveraging Artificial Intelligence (Ai) for the Enhancement of Business Processes Performance

Jakub Kánovics

Diplomová práce

Anotace:

The master thesis develops and defines a fundamentally improved business process of face-to-face communication analytics with the utilization of AI, ML, and NLP as means of improving the business process performance. To achieve so, from the theoretical point of view, the paper delves into various aspects of artificial intelligence through an extensive literature review. On the other hand, from the practical point of view, the paper analyzes numerous business processes utilizing AI-driven text and call analytics using business process modelling. Additionally, the paper provides practical insights into AI-driven analytics for driving sales and customer experience through a qualitative study consisting of semi-structured interviews and case studies. By the end of the master thesis, readers will have a comprehensive understanding of the AI, ML and NLP technology, and text and call analytics, with the ultimate goal of proposing author’s solution of a fundamentally improved business process of face-to-face communication analytics utilizing AI technology.

Abstract:

The master thesis develops and defines a fundamentally improved business process of face-to-face communication analytics with the utilization of AI, ML, and NLP as means of improving the business process performance. To achieve so, from the theoretical point of view, the paper delves into various aspects of artificial intelligence through an extensive literature review. On the other hand, from the practical point of view, the paper analyzes numerous business processes utilizing AI-driven text and call analytics using business process modelling. Additionally, the paper provides practical insights into AI-driven analytics for driving sales and customer experience through a qualitative study consisting of semi-structured interviews and case studies. By the end of the master thesis, readers will have a comprehensive understanding of the AI, ML and NLP technology, and text and call analytics, with the ultimate goal of proposing author’s solution of a fundamentally improved business process of face-to-face communication analytics utilizing AI technology.

Klíčová slova

business process performance, customer experience, artifical intelligence, analytics, sales

Keywords

sales, analytics, artifical intelligence, business process performance, customer experience

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 15. 5. 2024

Obhajoba závěrečné práce

• Obhajoba proběhla 2024
• Vedoucí: Miroslav Špaček
• Oponent: Stanislav Rejthar

Vysoká škola ekonomická v Praze

Magisterský studijní program:
Management