Blar i SINTEF Open på forfatter "Freddi, Eleonora"
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Understanding the user experience of customer service chatbots: What can we learn from customer satisfaction surveys?
Kvale, Knut; Freddi, Eleonora; Hodnebrog, Stig; Sell, Olav Alexander; Følstad, Asbjørn (Chapter, 2021)Understanding and improving user experience is key to strengthening uptake and realizing the potential of chatbots for customer service. In this paper, we investigate customer satisfaction surveys as a source of insight ...