Information Systems & Service Design
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Conversational AI in the Customer Service of a Telecommunication Company

As today’s customers expect fast, convenient, and personal customer service, organizations are faced with an increasing pressure to innovate. Disappointing customer service threatens customer loyalty and revenue growth. Consequently, many organizations use conversational AI solutions in the form of chatbots to offer rich 24/7 customer service. Despite technological advances in AI, there are still some technical barriers to full automation and satisfying customer experience. In this research project, we partner with a major international telecommunication company to investigate two fundamental questions:

  1. How to improve the development of conversational AI by engaging domain experts in their development process?
  2. How do customers interact with conversational AI?

You can find more information on our website www.chatbotresearch.com.