Uloga umjetne inteligencije u uslužnim poduzećima

master's thesis

• Title (english): The role of artificial intelligence in service-oriented companies
• Author: Ivana Matoš
• Mentor: Jasna Prester (mentor)
• Committee member: Tomislav Hernaus (član povjerenstva)
• Committee member: Matija Marić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Organization and Management); Zagreb
• Defense date and country: 2024-09-26, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Zadatak ovog diplomskog rada je istražiti analizu uvođenja umjetne inteligencije u uslužna poduzeća te njen utjecaj. Govorit će se o doprinosima umjetne inteligencije za ubrzanja operativnih procesa uslužnih poduzeća stavljajući fokus na tri izabrana predstavnika operativnih procesa uslužnih poduzeća poput kontakt centara, optimizacije procesa te upravljanja kvalitetom. Prikazat će se važnost uvođenja umjetne inteligencije u operativne procese uslužnih poduzeća koja uglavnom leži u oslobađanju vremena zaposlenih pri radu s rutinskim zadacima gdje se oni mogu fokusirati na složenije zadatke, zatim u brzoj analizi velike količine podataka, optimizaciji procesa te pružanju personalizirane usluge koja će povećati zadovoljstvo korisnika i uspjeh poduzeća. Uz teoretsku analizu provodi se i empirijsko istraživanje zaposlenika putem anketnog online upitnika o primjeni umjetne inteligencije kod uslužnih poduzeća Hrvatske koje dovodi do boljeg uvida u trenutnu učestalost i efekte korištenja umjetne inteligencije u uslužnim poduzećima i pri radu operativnih procesa uslužnih poduzeća o čijim rezultatima će se više govoriti u nastavku.

Abstract (english)

The task of this master's thesis is to explore the analysis of introducing artificial intelligence into service-oriented companies and its impact. It will discuss the contributions of artificial intelligence to speeding up the operational processes of service-oriented companies, focusing on three selected representatives of service-oriented company operational processes such as contact centers, process optimization, and quality management. It will demonstrate the importance of introducing artificial intelligence into the operational processes of service-oriented companies, which mostly lies in freeing up employees' time from routine tasks, allowing them to focus on more complex tasks, rapid analysis of large amounts of data, process optimization, and providing personalized services that will increase customer satisfaction and the success of the company. In addition to theoretical analysis, empirical research of employees is conducted through an online questionnaire on the application of artificial intelligence in service-oriented companies in Croatia, which leads to a better understanding of the current frequency and effects of using artificial intelligence in service-oriented companies and in the operation of service-oriented company operational processes, the results of which will be discussed further below.

• Keywords: umjetna inteligencija; uslužna poduzeća; operativni procesi; optimizacija resursa; prilagodljivost poslovnih modela
• Keywords (english): artificial intelligence; service-oriented companies; operational processes; resource optimization; adaptability of business models
• Language: croatian
• URN:NBN: urn:nbn:hr:148:077392
• Study programme: Title: Business economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: sveučilišni magistar ekonomije/sveučilišna magistra ekonomije (sveučilišni magistar ekonomije/sveučilišna magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2024-09-26 19:24:52