12/21/2022 — Fueled by the widespread adoption of algorithms and artificial intelligence (AI), the use of chatbots has become increasingly popular in various business contexts. In this paper, we study how to effectively and appropriately use chatbots in logistics, particularly in dispatching freights automatically.

• KEYWORD(S):
• ai
• innovation
• operations

5/12/2023 — The rapid growth in the adoption of mobile payments has already begun to reshape bank payment practices. Utilizing a unique data set from a leading bank in Asia, which records credit card transactions of its customers before and after the launch of Alipay mobile payment, the largest mobile payment platform in the world, this study aims to understand the impact of mobile payment adoption on bank customer credit card activities and the change of this impact after the mobile payment expansion. To do so, we employ the difference-in-differences (DID) method coupled with matching to estimate the effects. We find that mobile payment adoption not only increases customer credit card activities at the focal bank through both offline and online channels but also enhances customer loyalty to the bank by reducing churn.

• KEYWORD(S):
• operations