Developing human/AI interactions for chat-based customer services: lessons learned from the Norwegian government.
Polyxeni VassilakopoulouArve HaugLeif Martin SalvesenIlias O. PappasPublished in: Eur. J. Inf. Syst. (2023)
Keyphrases
- lessons learned
- turn taking
- customer service
- case study
- service delivery
- government services
- future directions
- human interactions
- service providers
- service oriented
- united states
- customer data
- expert systems
- success factors
- social interaction
- intelligent systems
- human intelligence
- e government
- electronic commerce
- artificial intelligence
- public services
- web services
- customer support
- customer satisfaction
- participatory design
- knowledge representation
- design science
- federal agencies
- market segments
- public sector
- government agencies
- service composition
- online services
- grounded theory
- customer behavior
- call center
- computer mediated communication
- multi party
- potential customers
- service requirements
- information sharing
- information systems