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Lupa-Wójcik Iwona (Pedagogical University of Krakow)
Student Attitudes toward the Use of Chatbots in Customer Service
Zeszyty Naukowe SGGW w Warszawie. Polityki Europejskie, Finanse i Marketing, 2019, nr 22 (71), s. 120-131, rys., bibliogr. 14 poz.
Scientific Journals Warsaw University of Life Sciences - SGGW. European Policies, Finance and Marketing
Słowa kluczowe
Studenci, Obsługa klienta, Media społecznościowe, Marketing internetowy, Automatyzacja marketingu
Students, Customer service, Social media, e-marketing, Marketing automation
Klasyfikacja JEL: M3
streszcz., summ.
The article addresses an important and current problem related to the use of chatbots in customer service, according to students. The aim of the research was to recognize the attitude of respondents to chatbots in the context of customer service and to determine the development prospects for their use in this area. The research examined the recognizability of chatbots among respondents, the frequency of contact between respondents and chatbots, as well as the impression (feeling) of respondents using chatbots. As a research method, student survey was used. Research has shown that chatbots are still a new tool for respondents, however they have great potential in customer service, as they are user-friendly and are very useful in the area of customer service. Research has shown that the role of chatbots in this area should increase. This can have a good effect on the image of the brand / company. (original abstract)
Pełny tekst
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  2. Xu, Anbang, et al.: A new chatbot for customer service on social media. Proceedings of the 2017
  3. CHI Conference on Human Factors in Computing Systems. ACM, 2017.
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  5. Braun A., Chatbots in der Kundenkommunikation. Springer-Verlag, 2013.
  6. Dale R.: The return of the chatbots, Natural Language Engineering 22.5 (2016).
  7. Hill J., Ford W.R., Farreras I.G.: Real conversations with artificial intelligence: A comparison between human-human online conversations and human-chatbot conversations." Computers in Human Behavior 49 (2015): 245-250.
  8. Huang J., Zhou M., Yang D.: Extracting Chatbot Knowledge from Online Discussion Forums, IJCAI. Vol. 7. 2007.
  9. Radziwill N.M., Benton M.C.: Evaluating quality of chatbots and intelligent conversational agents. arXiv preprint arXiv:1704.04579 (2017).
  10. Raport. Polskiechatboty 2018, K2 Digital Transformation, 2018.
  11. Shawar B.A., Atwell E.: Chatbots: are they really useful?, Ldv forum. Vol. 22. No. 1. 2007.
  12. Shawar A.B., Atwell E.: Using dialogue corpora to train a chatbot, Proceedings of the Corpus Linguistics 2003 conference. 2003.
  13. Yan M. et al.: Building a chatbot with serverless computing." Proceedings of the 1st International Workshop on Mashups of Things and APIs. ACM, 2016.
  14. (28.02.2019).
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