Blar i SINTEF Open på forfatter "Zhang, Juliana J. Y."
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Organizational Factors Affecting Successful Implementation of Chatbots for Customer Service
Zhang, Juliana J. Y.; Følstad, Asbjørn; Bjørkli, Cato A. (Peer reviewed; Journal article, 2021)While chatbots have become an important part of customer service operations, there is a knowledge gap concerning organizational aspects of chatbot implementation and management. In response to this gap, we present a study ...