Understanding the User Experience of Customer Service Chatbots: What Can We Learn from Customer Satisfaction Surveys?
Knut KvaleEleonora FreddiStig HodnebrogOlav Alexander SellAsbjørn FølstadPublished in: CONVERSATIONS (2020)
Keyphrases
- user experience
- customer service
- customer satisfaction
- user engagement
- service quality
- user behavior
- online shopping
- interface design
- user interaction
- user studies
- customer behavior
- user satisfaction
- user interface
- governmental organizations
- end users
- customer support
- marketing strategies
- customer data
- emerging technologies
- information quality
- multi agent systems
- business strategy
- web services
- website