Chatbots for customer service

Author:

Følstad Asbjørn1,Skjuve Marita1

Affiliation:

1. SINTEF, Oslo, Norway

Funder

Research Council of Norway

Publisher

ACM Press

Reference39 articles.

1. Theo Araujo (2018). Living Up to the Chatbot Hype: The Influence of Anthropomorphic Design Cues and Communicative Agency Framing on Conversational Agent and Company Perceptions. Computers in Human Behavior, 85, 183--189.

2. Julie A. Ask, Michael Facemire, Andrew Hogan. 2016. The State of Chatbots. Technical report, Forrester, https://www.forrester.com/report/The+State+Of+Chatbots/-/E-RES136207

3. Petter B. Brandtzaeg, Asbjørn Følstad. 2017. Why People Use Chatbots. Proceedings of the International Conference on Internet Science - INSCI 2017 (pp. 377--392). Springer, Cham, Switzerland.

4. Raluca Budiu 2018. The User Experience of Chatbots. Online article, Nielsen Norman Group, https://www.nngroup.com/articles/chatbots/

5. Julia Burgess, John Connell (Eds.) 2006. Developments in the Call Centre Industry: Analysis, Changes and Challenges. Routledge, London, UK.

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