Blar i SINTEF Open på tidsskrift "Quality and User Experience"
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Investigating the user experience of customer service chatbot interaction: a framework for qualitative analysis of chatbot dialogues
(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 ... -
Users’ Experiences with Chatbots: Findings from a Questionnaire Study
(Peer reviewed; Journal article, 2020)For chatbots to be broadly adopted by users, it is critical that they are experienced as useful and pleasurable. While there is an emerging body of research concerning user uptake and use of chatbots, there is a lack of ...