Look before you leap: A take on customer support agents' pre-implementation attitudes on chatbots
(2018) SYSK16 20181Department of Informatics
- Abstract
- By recent advancements in information technology and artificial intelligence, the chatbot has become a promising venture to streamline the key business function that is customer support, concurrently as the worry of AI taking jobs are rising. This raise concern that a chatbot adoption in the customer support would be underutilized due to negative pre-implementation attitudes of the workforce and users. With this study, firsthand insight is developed into the pre-implementation attitudes customer support agents hold towards the use of chatbot in their work. A qualitative case study is performed on the customer support of a large Swedish insurance company in the early stages of implementing the technology in their day-to-day customer support... (More)
- By recent advancements in information technology and artificial intelligence, the chatbot has become a promising venture to streamline the key business function that is customer support, concurrently as the worry of AI taking jobs are rising. This raise concern that a chatbot adoption in the customer support would be underutilized due to negative pre-implementation attitudes of the workforce and users. With this study, firsthand insight is developed into the pre-implementation attitudes customer support agents hold towards the use of chatbot in their work. A qualitative case study is performed on the customer support of a large Swedish insurance company in the early stages of implementing the technology in their day-to-day customer support operations. Our results suggest that the customer support workforce is young and therefore susceptible to technological introductions despite a limited direct experience with the chatbot technology. We conclude that the pre-implementation attitudes are both optimistic yet cautious. Optimistic of its potential facilitation of simple and repetitive work tasks both externally and internally. Cautious of its disruption of human interaction, overshadowing the need for any digitized streamlining endeavor. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/8943863
- author
- Wasankhasit, Nicole LU and Nilsson, Eric
- supervisor
- organization
- course
- SYSK16 20181
- year
- 2018
- type
- M2 - Bachelor Degree
- subject
- keywords
- chatbot, customer support, customer support agent, pre-implementation, attitudes
- report number
- INF18-040
- language
- English
- id
- 8943863
- date added to LUP
- 2018-06-26 14:34:05
- date last changed
- 2018-06-26 14:34:05
@misc{8943863,
abstract = {{By recent advancements in information technology and artificial intelligence, the chatbot has become a promising venture to streamline the key business function that is customer support, concurrently as the worry of AI taking jobs are rising. This raise concern that a chatbot adoption in the customer support would be underutilized due to negative pre-implementation attitudes of the workforce and users. With this study, firsthand insight is developed into the pre-implementation attitudes customer support agents hold towards the use of chatbot in their work. A qualitative case study is performed on the customer support of a large Swedish insurance company in the early stages of implementing the technology in their day-to-day customer support operations. Our results suggest that the customer support workforce is young and therefore susceptible to technological introductions despite a limited direct experience with the chatbot technology. We conclude that the pre-implementation attitudes are both optimistic yet cautious. Optimistic of its potential facilitation of simple and repetitive work tasks both externally and internally. Cautious of its disruption of human interaction, overshadowing the need for any digitized streamlining endeavor.}},
author = {{Wasankhasit, Nicole and Nilsson, Eric}},
language = {{eng}},
note = {{Student Paper}},
title = {{Look before you leap: A take on customer support agents' pre-implementation attitudes on chatbots}},
year = {{2018}},
}