Nowadays, customer service in telecommunications companies is often characterized by long waiting times and impersonal responses, leading to customer dissatisfaction, increased complaints, and higher operational costs. This study aims to optimize the customer service process through the implementation of a Generative AI Voicebot, developed using the SCRUMBAN methodology, which comprises seven phases: Objectives, To-Do Tasks, Analysis, Development, Testing, Deployment, and Completion. An experimental design was used with an experimental group and a control group, selecting a representative sample of 30 customer service processes for each evaluated indicator. The results showed a 34.72% reduction in the average time to resolve issues, a 33.12% decrease in service cancellation rates, and a 97% increase in customer satisfaction. The implications of this research suggest that the use of Generative AI In Voicebots can transform support strategies in service companies. In conclusion, the implementation of the Generative AI Voicebot has proven effective in significantly reducing resolution time and markedly increasing customer satisfaction. Future research is recommended to further explore the SCRUMBAN methodology and extend the use of Generative AI Voicebots in various business contexts.

Balancing broad learning outcomes in graduate programs with detailed classroom learning outcomes is increasingly crucial in education systems. This study employs a qualitative paradigm through a case study method to address the gap between learning outcomes at the graduate program level and those at the course level. Using the ESSENTIA CURRICULUM framework—a curriculum design methodology derived from software engineering practices—we propose an innovative and adaptable approach for aligning program-wide and course-specific learning outcomes. The ESSENTIA CURRICULUM, named for its focus on the “essence of the curriculum”, is applied to the ICT for Research course within the M.Sc. program in University Teaching at the University of Nariño. This framework fosters a consistent educational journey centered on learning achievements and demonstrates its effectiveness through a comprehensive self-assessment process and stakeholder feedback. The implications of this research are twofold: it highlights the potential of adopting interdisciplinary methodologies for curriculum design and provides a scalable and alternative strategy for harmonizing learning outcomes across diverse educational contexts. By bridging principles from software engineering into education, this novel approach offers new avenues for improving curriculum coherence and applicability.

In the realm of contemporary business, Business Intelligence (BI) offers significant potential for informed decision-making, particularly among executives. However, despite its global popularity, BI adoption in Malaysia’s service sector remains relatively low, even in the face of extensive data generation. This study explores the factors influencing BI adoption in this sector, employing the Technology Acceptance Model (TAM) as its conceptual framework. Drawing on relevant BI literature, the study identifies key TAM factors that impact BI adoption. Using SEM modelling, it analyses quantitative data collected from 45 individuals in managerial roles within Malaysia’s service sector, particularly in the Klang Valley. The findings highlight the crucial role of Perceived Usefulness in influencing the Behavioral Intention to adopt BI, serving as a mediating factor between Computer Self-efficacy and BI adoption. In contrast, Perceived Ease of Use does not have a direct impact on BI adoption and does not mediate the relationship between Computer Self-efficacy and Behavioral Intention. These insights demonstrate the complex nature of BI adoption, emphasizing the importance of Perceived Usefulness in shaping Behavioral Intentions. The outcomes of the study aim to guide executives in Malaysia’s service sector, outlining key considerations for successful BI adoption.

The issue of urban land management in the world in general and in Africa in particular has been exacerbated by the liberalization of land practices and the commodification of land, which has led to an increase in corrupt practices within land institutions in all cities. A mixed methodology was employed, combining a comparative case study of secondary towns with a quantitative survey of 559 landowners in the towns of Bohicon and Sokodé. In-depth interviews were conducted with 31 informants, who were surveyed on the land acquisition process, the individual determinants influencing corrupt practices, and the institutions most involved in these practices. The findings revealed that the acquisition of a formal title conferring property rights in both cities necessitates the completion of several steps. Corrupt practices are present at almost every stage of the transaction. The application of logistic regression models to the independent variables indicates that age and profession are highly significant in the sociodemographic characteristics of those most susceptible to engaging in these practices. Formal land administration institutions are the most involved in these types of everyday corruption. These practices are ultimately linked to people’s life paths and cannot therefore be combated without psychosociological education and the promotion of ethical behavior among all stakeholders, particularly among those who demand services.

The integration of chatbots in the financial sector has significantly improved customer service processes, providing efficient solutions for query management and problem resolution. These automated systems have proven to be valuable tools in enhancing operational efficiency and customer satisfaction in financial institutions. This study aims to conduct a systematic literature review on the impact of chatbots in customer service within the financial sector. A review of 61 relevant publications from 2018 to 2024 was conducted. Articles were selected from databases such as Scopus, IEEE Xplore, ARDI, Web of Science, and ProQuest. The findings highlight that efficiency and customer satisfaction are central to the perception of service quality, aligning with the automation of the user experience. The bibliometric analysis reveals a predominance of publications from countries such as India, Germany, and Australia, underscoring the academic and practical relevance of the topic. Additionally, essential thematic terms such as “artificial intelligence” and “advanced automation” were identified, reflecting technological evolution in this field. This study provides significant insights for future theoretical, practical, and managerial developments, offering a framework to optimize chatbot implementation in highly regulated environments.

Despite the current craze for e-commerce live streaming, its specific impact on consumer repurchase intentions and the underlying mechanisms remain insufficiently explored, creating a notable gap in existing research. The purpose of this study is to investigate the precise impact of e-commerce live streaming on consumers’ repurchase intentions and to uncover the path through which this influence occurs. Drawing on behavioral cognitive theory, this paper employs a contextual experimental method to examine how e-commerce live streaming affects consumer repurchase behavior. The experimental results show that e-commerce live can significantly improve consumer repurchase intention, consumer loyalty and market order can positively regulate the effect of e-commerce live. This paper not only verifies the effectiveness of e-commerce live broadcasting, but also provides new ideas for brands and governments to strengthen the ability of e-commerce live broadcasting to “bring goods”.