Implementering av chattbot i en kundfokuserad kundservice : Behålla det personliga med kundservice hos en chattbot

Sammanfattning: Digitization continues to accelerate and so does customers’ expectations of businesses and their services. To be able to remain competitive and to maintain pace with the market leaders, high availability and customer service 24/7 is expected. A growing trend to address this requirement is a chatbot. The fear associated with implementing a chatbot is that it may be experienced as cold or impersonal when compared to traditional customer service. The purpose of this study is to investigate whether it is possible to maintain the personal characteristics of a human customer service during the implementation of a chatbot. To investigate this, a chat bot was developed which and then iteratively tested at a company in the electricity and energy industry. The method used in this implementation was Design Science Research Methodology (DSRM). In each iteration of development, the personal properties of the chatbot were tested against the company's customer service. The result of the study shows that there is an opportunity to maintain humanity to a certain extent through several identified factors. The most important factors that have been identified are response delay, making sure the word choices align with company values and target audience, as well as follow-up questions that take previous context into account.