Chatbot som verktyg för kundtjänst inom larmbranschen

Sammanfattning: The purpose of the report is to investigate whether a chatbot can both answer the questions that an employee would otherwise have answered and whether it is strategic and financially profitable. The work included the development of a chatbot prototype and an analysis of the economic elements and how well this prototype was considered to function. The chatbot was designed to be able to answer the same type of questions that a new employee is expected to be able to answer with the help of a script, the chatbot also provides the user links to the company’s website in some cases. The background theory in the chatbot is based on machine learning methods (ML) including Natural Language Processing and Neural Networks. Furthermore, methods such as Participant Evaluation and System Usability Scale (SUS) are used to process and analyze the results of the chatbot. Cost Benefit Analysis is the tool used to calculate the economic profitability of a possible implementation. The company Hello Ebbot provided approximate figures on what a final implementation would cost. The average value for the SUS evaluation was 79.2, which can be considered satisfactory, and the breaking point for profitability was that the chatbot needed to process 9.9 % of the calls that could potentially be processed by the chatbot. The participant evaluation showed that the employees at the company were positive in regard of the implementation of the chatbot. The cost of implementing a chatbot does not exceed the cost of a misalignment lasting 6 months. Another positive factor is that the company can be perceived as innovative, which can strengthen their position in the market. In summary, the conclusion was formulated that it is possible to defend an implementation.