A chatbot as a Question Answering Tool

doi:10.17758/ur.u0915120

Cited by 1 publication

(2 citation statements)

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“…Driving factors were the chatbots ability to provide direct answers to the question if there was only one matching answer and fewer links in general, resulting in less search time and better overview. [7] Almost 50% of Internet users in the U.S. use social media to contact customer service. According to recent studies, more than two thirds of users expect an answer within an hour, but it usually takes over six times as long to get a response.…”

Section: Related Workmentioning

confidence: 99%

“…While this is only a single example, chatbots have the potential for significant savings in such applications, where human agents could be replaced, or new services created. According to an infographic (see Figure 1) by business magazine Business Insider 6 , potential annual savings in customer service in the United States of America alone amount to $23 billion US dollars 7 .…”

Section: Related Workmentioning

confidence: 99%

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Chatbots for Brand Representation in Comparison with Traditional Websites

Kühnel

Ebner

2020

Int. J. Interact. Mob. Technol.

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<p class="0abstractCxSpFirst">Chatbots have gained enormous popularity in recent years. IT giants such as Microsoft, Google and Facebook have taken an interest in automated conversations. Messaging apps like WhatsApp and Facebook Messenger are playing an increasingly important role in smartphone usage and communication in general - perfect conditions for chatbots. This paper provides an introduction of recent chatbot development in general and in customer environments. As part of this work, a chatbot was developed for the Austrian IT company CodeFluegel GmbH. The chatbot, named Theodore, provides information about CodeFluegel via Facebook Messenger and webchat, similar to the existing company website. The design process and implementation of the chatbot as well as architectural considerations are explained throughout this document. In a user study, participants perform typical tasks with the website and the chatbot. The usage of both platforms is evaluated in order to identify advantages and disadvantages as well as differences compared to the other technology and to draw conclusions. Findings to this study indicate promising prospects for chatbots as alternative touchpoints for customers and others and a way to replace and enhance traditional websites.</p>

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Section: Related Workmentioning

confidence: 99%

Section: Related Workmentioning

confidence: 99%