Cognitive Chatbot for Personalised Contextual Customer Service: Behind the Scene and beyond the Hype

Behera, Rajat Kumar; Bala, Pradip Kumar; Ray, Arghya

doi:10.1007/s10796-021-10168-y

Cited by 52 publications

(28 citation statements)

References 150 publications

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“…Both VAs and chatbots can be referred to as conversational agents (CAs) (Diederich et al, 2022;Gnewuch et al, 2017). Companies increasingly adopt CAs in banking, healthcare, and e-commerce, with customer service being a key use case (Behera et al, 2021;Woodford, 2020). A customer service encounter describes "any customer-company interaction that results from a service system that is comprised of interrelated technologies, human actors (employees and customers), physical/digital environments and company/ customer processes" (Larivière et al, 2017, p. 2).…”

Section: Introductionmentioning

confidence: 99%

Voice Assistant vs. Chatbot – Examining the Fit Between Conversational Agents’ Interaction Modalities and Information Search Tasks

2021

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Owing to technological advancements in artificial intelligence, voice assistants (VAs) offer speech as a new interaction modality. Compared to text-based interaction, speech is natural and intuitive, which is why companies use VAs in customer service. However, we do not yet know for which kinds of tasks speech is beneficial. Drawing on task-technology fit theory, we present a research model to examine the applicability of VAs to different tasks. To test this model, we conducted a laboratory experiment with 116 participants who had to complete an information search task with a VA or a chatbot. The results show that speech exhibits higher perceived efficiency, lower cognitive effort, higher enjoyment, and higher service satisfaction than text-based interaction. We also find that these effects depend on the task’s goal-directedness. These findings extend task-technology fit theory to customers’ choice of interaction modalities and inform practitioners about the use of VAs for information search tasks.

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Section: Introductionmentioning

confidence: 99%

Voice Assistant vs. Chatbot – Examining the Fit Between Conversational Agents’ Interaction Modalities and Information Search Tasks

2021

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“…Adoption of implementing chatbots in SMEs has provided cost and time-saving opportunities and improved customer experiences [36]. However, to enhance the customer experience, the chatbot must have features like adaptability, availability, response time and usability quality [37]. One of the reasons for the introduction of chatbots is to provide a 24/7 enhanced live channel customer experience [38] noting that the customer experience in businesses utilizing chatbots is influenced by these bots' overall system design, customers' ability to use technology and customer trust in the brand and system.…”

Section: Related Workmentioning

confidence: 99%

Use of chatbots for customer service in MSMEs

Cordero

Barba-Guamán

Guamán

2022

ACI

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PurposeThis research work aims to arise from developing new communication channels for customer service in micro, small and medium enterprises (MSMEs), such as chatbots. In particular, the results of the usability testing of three chatbots implemented in MSMEs are presented.Design/methodology/approachThe methodology employed includes participants, chatbot development platform, research methodology, software development methodology and usability test to contextualize the study's results.FindingsBased on the results obtained from the System Usability Scale (SUS) and considering the accuracy of the chatbot's responses, it is concluded that the level of satisfaction in using chatbots is high; therefore, if the chatbot is well integrated with the communication systems/channels of the MSMEs, the client receives an excellent, fast and efficient service.Originality/valueThe paper analyzes chatbots for customer service and presents the usability testing results of three chatbots implemented in MSMEs.

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“…Chatbot is applied in other industrial sectors such as the luxury fashion sector (Chung, et al, 2020). Different advantages in assistance services for customers can be achieved by chatbot (Behera, et al, 2021). Chatbot has a customer strategic role because it can be based on a conversation strategy and recommendations systems to improve customer assistance (Ikemoto, et al, 2018).…”

Section: Literature Reviewmentioning

confidence: 99%