Chatbots: The future of customer support?
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Authors
Author (Corporation)
Publication date
2019
Typ of student thesis
Bachelor
Course of study
Collections
Type
11 - Student thesis
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Issue / Number
Pages / Duration
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Publisher / Publishing institution
Hochschule für Wirtschaft FHNW
Place of publication / Event location
Basel
Edition
Version
Programming language
Assignee
Practice partner / Client
Baloise Group, Basel
Abstract
What is currently unknown, is the level of knowledge and demand of the Baloise user base regarding automated communication channels and chatbots. If the demand level is not sufficient or the user requirements are not fulfilled, the service desk might invest in a chatbot solution without benefitting from the strengths, which a chatbot has to offer. The author of this thesis is to solve this problem, by assessing the knowledge and demand level of the user base regarding the topic chatbots. The author also faces the task of gathering the requirements for a chatbot from a user's point of view.
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Language
English
Created during FHNW affiliation
Yes
Strategic action fields FHNW
Publication status
Review
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Citation
Bâ, Y. (2019). Chatbots: The future of customer support? [Hochschule für Wirtschaft FHNW]. https://irf.fhnw.ch/handle/11654/40579