Enhancing the user experience of customer service chatbot interaction for jackpots.ch
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2023
Typ of student thesis
Bachelor
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11 - Student thesis
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Hochschule für Wirtschaft FHNW
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Brugg-Windisch
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jackpots.ch Grand Casino Baden, Baden
Abstract
Of the 514 chats that were rated and conducted exclusively with the chatbot, 141 chats were rated “good” and 373 were rated “bad”, resulting in a chat satisfaction score of 27.4% from January to June 2023. The factors contributing to low chat satisfaction derive from a complex range of perspectives, which need to be addressed to provide improvements and increase customer satisfaction.
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English
Created during FHNW affiliation
Yes
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Review
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Citation
Bustamante, I. (2023). Enhancing the user experience of customer service chatbot interaction for jackpots.ch [Hochschule für Wirtschaft FHNW]. https://irf.fhnw.ch/handle/11654/42153