Understanding the User Experience of Customer Service Chatbots: What Can We Learn from Customer Satisfaction Surveys?
Knut Kvale, Eleonora Freddi, Stig Hodnebrog, Olav Alexander Sell, Asbjørn Følstad
Topics & Concepts
ChatbotCustomer satisfactionComputer scienceCustomer intelligenceUser experience designService (business)Key (lock)Voice of the customerCustomer advocacyPoint (geometry)Customer serviceKnowledge managementWorld Wide WebHuman–computer interactionService qualityMarketingBusinessComputer securityMathematicsGeometryAI in Service InteractionsDigital Marketing and Social MediaService and Product Innovation