Deriving Trust-Supporting Design Knowledge for AI-Based Chatbots in Customer Service: A Use Case From the Automotive Industry.
Martin SonntagJens MehmannFrank TeutebergPublished in: J. Organ. Comput. Electron. Commer. (2023)
Keyphrases
- customer service
- automotive industry
- knowledge based systems
- knowledge representation
- expert systems
- artificial intelligence
- design process
- user interface
- case study
- knowledge acquisition
- computer aided
- engineering design
- conceptual design
- customer satisfaction
- knowledge base
- knowledge management
- access control
- knowledge engineering