Kim Chaeyeon, Lee Juyong
Department of Industrial and Systems Engineering, College of Engineering, Changwon National University, Changwondaehak-ro 20, Changwon-si, Gyeonsangnam-do, 51140, South Korea.
Heliyon. 2024 Jul 19;10(14):e34701. doi: 10.1016/j.heliyon.2024.e34701. eCollection 2024 Jul 30.
The definition of service has evolved from a focus on material value in manufacturing before the 2000s to a customer-centric value based on the significant growth of the service industry. Digital transformation has become essential for companies in the service industry due to the incorporation of digital technology through the Fourth Industrial Revolution and COVID-19. This study utilised Bidirectional Encoder Representations from Transformer (BERT) to analyse 3029 international patents related to the customer service industry and digital transformation registered between 2000 and 2022. Through topic modelling, this study identified 10 major topics in the customer service industry and analysed their yearly trends. Our findings show that as of 2022, the trend with the highest frequency is user-centric network service design, while cloud computing has experienced the steepest increase in the last five years. User-centric network services have been steadily developing since the inception of the Internet. Cloud computing is one of the key technologies being developed intensively in 2023 for the digital transformation of customer service. This study identifies time series trends of customer service industry patents and suggests the effectiveness of using BERTopic to predict future trends in technology.
服务的定义已从21世纪前侧重于制造业的物质价值，演变为基于服务业显著增长的以客户为中心的价值。由于第四次工业革命和新冠疫情促使数字技术融入，数字化转型对服务业公司来说已变得至关重要。本研究利用来自Transformer的双向编码器表征（BERT），分析了2000年至2022年期间注册的3029项与客户服务行业和数字化转型相关的国际专利。通过主题建模，本研究确定了客户服务行业的10个主要主题，并分析了它们的年度趋势。我们的研究结果表明，截至2022年，出现频率最高的趋势是以用户为中心的网络服务设计，而云计算在过去五年中增长最为迅猛。自互联网诞生以来，以用户为中心的网络服务一直在稳步发展。云计算是2023年为客户服务数字化转型而大力发展的关键技术之一。本研究确定了客户服务行业专利的时间序列趋势，并表明使用BERTopic预测未来技术趋势的有效性。
