Bustamante, Isabelle2023-12-222023-12-222023https://irf.fhnw.ch/handle/11654/42153Of 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.en330 - Wirtschaft11 - Studentische Arbeit