Browsing SINTEF Open by Author "Taylor, Cameron"
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Investigating the user experience of customer service chatbot interaction: a framework for qualitative analysis of chatbot dialogues
Følstad, Asbjørn; Taylor, Cameron (Peer reviewed; Journal article, 2021)The uptake of chatbots for customer service depends on the user experience. For such chatbots, user experience in particular concerns whether the user is provided relevant answers to their queries and the chatbot interaction ... -
Understanding the user experience of customer service chatbots: An experimental study of chatbot interaction design
Fornell Haugeland, Isabel Kathleen; Følstad, Asbjørn; Taylor, Cameron; Bjørkli, Cato (Peer reviewed; Journal article, 2022)Understanding the user experience of chatbots for customer service is essential to realize the potential of this technology. Such chatbots are typically designed for efficient and effective interactions, accentuating ...