Research Dataset of AI and Human-Based Virtual Assistants

This dataset contains qualitative interview data collected for the research project “Assessing AI and Human-Based Virtual Assistants for Online Customer Support: An Owner’s View.” The study explores how online business owners perceive and evaluate the effectiveness of human customer service staff compared to AI-driven virtual assistants in managing customer interactions. Data were obtained through in-depth semi-structured interviews with three online business owners representing different industries. The dataset includes anonymized interview transcripts, thematic coding notes, and supporting documentation related to the research process. The primary focus is on understanding decision-making processes, challenges, benefits, and future outlooks regarding customer service strategies in small and medium-sized enterprises (SMEs). This dataset offers valuable insights into technology adoption, customer service management, and the balance between efficiency and personalization in digital business environments. It may be useful for scholars in entrepreneurship, human-computer interaction, information systems, and applied artificial intelligence research.

本数据集收录为研究项目"在线客户支持的人工智能与人工虚拟助手评估：经营者视角"所采集的质性访谈数据。本研究旨在探究线上商家经营者如何感知并评估人工客服人员与人工智能驱动的虚拟助手在客户交互管理中的效能。研究数据来源于对三位代表不同行业的线上商家经营者开展的半结构化深度访谈。本数据集涵盖匿名化访谈转录文本、主题编码笔记及与研究流程相关的支撑性文档。本研究的核心聚焦于理解中小企业（Small and Medium-sized Enterprises, SMEs）在客户服务策略方面的决策流程、挑战、收益与未来展望。本数据集为理解数字商业环境下的技术采纳、客户服务管理以及效率与个性化之间的平衡提供了宝贵洞见，可对创业学、人机交互、信息系统及应用人工智能领域的研究者提供研究参考价值。