Blar i SINTEF Digital på emneord "Customer service"

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    • Chatbots for customer service: user experience and motivation 

      Følstad, Asbjørn; Skjuve, Marita (Proceedings of the 1st International Conference on Conversational User Interfaces;2019, Chapter; Peer reviewed, 2019)
      Companies are increasingly using chatbots to provide customer service. Despite this trend, little in-depth research has been conducted on user experience and user motivation for this important application area of conversational ...

    • 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 ...