Browsing SINTEF Digital by Subject "Chatbot"
Now showing items 1-4 of 4
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Chatbots for customer service: user experience and motivation
(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 ... -
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 ... -
Organizational Factors Affecting Successful Implementation of Chatbots for Customer Service
(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 ... -
Understanding the user experience of customer service chatbots: What can we learn from customer satisfaction surveys?
(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 ...