Sökning: "Customer Support Agent"

Visar resultat 1 - 5 av 11 uppsatser innehållade orden Customer Support Agent.

1. 1. Contextualizing Customer Feedback: A Research-through-Design Approach - Alternative Approaches and Dialogical Engagement in Survey Design

   Master-uppsats, Uppsala universitet/Människa-datorinteraktion

   Författare :Rasmus Svensson; [2023]
   Nyckelord :Human-Computer Interaction; Research-through-Design RtD ; Digital Service Design; Enterprise Resource Planning ERP systems; Invoicing; Customer Experience CX ; Customer Satisfaction CS ; Contextualization; Dialogical Approach; Customer Journey; Survey design; Questionnaire design; Net Promoter Score NPS ; Customer Satisfaction Score CSAT ; Customer Effort Score CES ; Chatbot; Virtual Agent; Customer Support Agent; Design Guidelines; Double Diamond; User Experience UX ; User Interface UI ; Interaction Design ID ;

   Sammanfattning : Providing context behind customer feedback remains a challenge for company’s who rely on approaching Customer Experience (CX) through standardized Customer Satisfaction (CS) metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Practical guidelines for monitoring CS throughout the customer journey are limited, creating a gap in academic research. LÄS MER

3. 2. Chatting with a brand spokes-character: A quantitative study on the effects of using brand spokes-characters as virtual chatbot agents

   D-uppsats, Handelshögskolan i Stockholm/Institutionen för företagande och ledning

   Författare :Anton Eriksson; [2022]
   Nyckelord :Spokes-character; Chatbot; Virtual agent; Brand attitude;

   Sammanfattning : This study investigates the consequences of using brand spokes-characters as chatbot agents in customer interactions. Through two studies, the effects of using a brand spokes-character to interact with consumers is compared to using a non-spokes-character chatbot agent. LÄS MER

4. 3. Business-to-Business Market Making on the Internet: A Case for End-of-Life Electric Vehicle Batteries

   Master-uppsats, Göteborgs universitet/Graduate School

   Författare :Hannes Marten; [2020-07-23]
   Nyckelord :Electric Vehicle Battery; Repurposing; Second Life; Business-to-Business; Market Making; Marketplace; Principal-Agent Theory; New Market Creation;

   Sammanfattning : Introduction: The ongoing transformation towards emission-free means of transportation goes along with the resource-intensive production and integration of electric vehicle batteries. Despite the environmental potential in decarbonizing the transport sector, electric vehicle batteries lose capacity over time and use and are only usable for transportation purposes until reaching 70 to 80 residual capacity. LÄS MER

5. 4. Self Service Customer Support of Electric Vehicle Charging Stations

   Master-uppsats, KTH/Kraft- och värmeteknologi

   Författare :Tomas Högberg; [2020]
   Nyckelord :EV charging; troubleshooting; STandUP;

   Sammanfattning : The aim of this master thesis is to develop a suggested methodology for how to use Mavenoid infrastructure to improve customer support of DEFA EV chargers. Mavenoid is a company that helps other companies automate customer support, especially troubleshooting. LÄS MER

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

   Kandidat-uppsats, Lunds universitet/Institutionen för informatik

   Författare :Nicole Wasankhasit; Eric Nilsson; [2018]
   Nyckelord :chatbot; customer support; customer support agent; pre-implementation; attitudes; Technology and Engineering;

   Sammanfattning : 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. LÄS MER