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.

This paper reviews and compares the opportunities and challenges in terms of port and intermodal development in China and India—the two fast-growing economic giants in the world. The study analyzes the future direction of these two countries’ port-hinterland intermodal development from the sustainability perspective. Both China and India face some major opportunities and challenges in port-hinterland intermodal development. The proposal of the Silk Road Economic Belt and the 21st-century Maritime Silk Road, also known as the Belt and Road Initiative (BRI), offers plentiful opportunities for China. A challenge for China is that its development of dry ports is still in the infancy stage and thus it is unable to catch up with the pace of rapid economic growth. As compared with China, India focuses more on the social aspect to protect the welfare of its residents, which in turn jeopardizes India’s port-hinterland intermodal development in the economic sense. The biggest challenge for India is its social institution, which would take a long time to change. These in-depth comparative analyses not only give the future direction of port-hinterland intermodal development in China and India but also provide references for other countries with similar backgrounds.

Infrastructure decision-making has traditionally been focused on the use of cost-benefit analysis (CBA) and multicriteria decision analysis (MCDA). Nevertheless, there remains no consensus in the infrastructure sector regarding a favored approach that comprehensively integrates resilience principles with those tools. This review focuses on how resilience has been evaluated in infrastructure projects. Initially, 400 papers were sourced from Web of Science and Scopus. After a preliminary review, 103 papers were selected, and ultimately, the focus was narrowed down to 56 papers. The primary aim was to uncover limitations in both CBA and MCDA, exploring various strategies for amalgamating them and enhancing their potential to foster resilience, sustainability, and other infrastructure performance aspects. Results were classified based on different rationalities: i) objectivist, ii) conformist, iii) adjustive, and iv) reflexive. The analysis revealed that while both CBA and MCDA contribute to decision-making, their perceived strengths and weaknesses differ depending on the chosen rationality. Nonetheless, embracing a broader perspective, fostering participatory methods, and potentially integrating both approaches seem to offer more promising avenues for assessing the resilience of infrastructures. The goal of this research proposal is to devise an integrated approach for evaluating the long-term sustainability and resilience of infrastructure projects and constructed assets.

Indonesia, as a maritime country, has many coastal areas with fishing villages that have significant potential, especially in sociological, economic, and environmental aspects, to be developed as models for sustainable development. Indonesia, with its long-standing fishing traditions, showcases the abundant potential and traditional that could help address global challenges such as climate change, rapid urbanization, and environmental and economic issues. This study aims to develop a conceptual model for sustainable cities and communities based on local potential and Wisdom towards the establishment of a Blue Village in the fishing village of Mundu Pesisir, Cirebon, Indonesia. The urgency of this study lies in the importance of developing sustainable strategies to address these challenges in coastal towns. This study involves an interdisciplinary team, including experts in sociology, social welfare, architecture, law, economics, and information technology. Through the identification of local natural and sociocultural resources, as well as the formulation of sustainable development strategies, this study develops a conceptual Blue Village model that can be applied to other coastal villages. The method employed in this study is qualitative descriptive, involving the steps of conducting a literature review, analyzing local potential, organizing focus group discussions, conducting interviews, and finalizing the conceptual model. The study employed, a purposive sampling technique, involving 110 participants. The results of the study include the modeling of a sustainable city and community development based on local potential and Wisdom aimed at creating Blue Villages in Indonesia, and It is expected to make a significant contribution to the creation of competitive and sustainable coastal areas capable of addressing the challenges of climate change and socioeconomic dynamics in the future.

This paper uses a new cross-country cross-industry dataset on investment in tangible and intangible assets for 18 European countries and the US.  We set out a framework for measuring intangible investment and capital stocks and their effect on output, inputs and total factor productivity. The analysis provides evidence on the diffusion of intangible investment across Europe and the US over the years 2000-2013 and offers growth accounting evidence before and after the Great Recession in 2008-2009. Our major findings are the following. First, tangible investment fell massively during the Great Recession and has hardly recovered, whereas intangible investment has been relatively resilient and recovered fast in the US but lagged behind in the EU. Second, the sources of growth analysis including only national account intangibles (software, R&D, mineral exploration and artistic originals), suggest that capital deepening is the main driver of growth, with tangibles and intangibles accounting for 80% and 20% in the EU while both account for 50% in the US, over 2000-2013. Extending the asset boundary to the intangible assets not included in the national accounts (Corrado, Hulten and Sichel (2005)) makes capital deepening increase. The contribution of tangibles is reduced both in the EU and the US (60% and 40% respectively) while intangibles account for a larger share (40% in EU and 60% in the US). Then, our analysis shows that since the Great Recession, the slowdown in labour productivity growth has been driven by a decline in TFP growth with relatively a minor role for tangible and intangible capital. Finally, we document a significant correlation between stricter employment protection rules and less government investment in R&D, and a lower ratio of intangible to tangible investment.

The rise of internet-based pharmacies has transformed the healthcare sector, giving patients access to medications, information, and direct interaction with pharmacists. While online pharmacies have become popular around the world, there are challenges hindering their widespread use in developing countries due to a limited understanding of the factors affecting their acceptance and usage. To bridge this knowledge gap, a study utilized a model combining the unified theory of acceptance and use of technology (UTAUT 2) with the technology acceptance model (TAM) to explore the drivers behind online pharmacy usage in Oman. Through this framework, twelve hypotheses were. A survey involving 378 individuals familiar with online pharmacies was conducted. Structural equation modeling (SEM) was applied to analyze the data and test these hypotheses. The results indicate that factors such as perceived expectancy effort expectancy and facilitating conditions hedonic motivation, habit perceived risk, technology trust, and technology awareness play roles in influencing the adoption of online pharmacies in Oman. The findings suggest that personal innovation plays a moderating role in the connection between perceived risk and behavioral intention, while it has a negative moderating influence on the relationship between technology trust and behavioral intention. Word of mouth was identified as a moderator in enhancing the correlation between behavioral intention and online pharmacy adoption. This research emphasizes the moderating relationship of personal innovation and word of mouth on shaping consumer attitudes towards online pharmacies and their acceptance. In summary, these results add to the existing knowledge on pharmacy adoption and in developed areas such as provide practical insights for online pharmacy providers to improve their offerings and attract a larger customer base.