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Look before you leap: A take on customer support agents' pre-implementation attitudes on chatbots

Wasankhasit, Nicole LU and Nilsson, Eric (2018) SYSK16 20181
Department 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)
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author
Wasankhasit, Nicole LU and Nilsson, Eric
supervisor
organization
course
SYSK16 20181
year
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},
  keyword      = {chatbot,customer support,customer support agent,pre-implementation,attitudes},
  language     = {eng},
  note         = {Student Paper},
  title        = {Look before you leap: A take on customer support agents' pre-implementation attitudes on chatbots},
  year         = {2018},
}