Electronic Resource

Article - Towards Designing Cooperative and Social Conversational Agents for Customer Service Vol: - (Issue): - Hal: 1–13

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The idea of interacting with computers through natural language dates back to the 1960s,
but recent technological advances have led to a renewed interest in conversational agents
such as chatbots or digital assistants. In the customer service context, conversational agents
promise to create a fast, convenient, and cost-effective channel for communicating with
customers. Although numerous agents have been implemented in the past, most of them
could not meet the expectations and disappeared. In this paper, we present our design
science research project on how to design cooperative and social conversational agents to
increase service quality in customer service. We discuss several issues that hinder the
success of current conversational agents in customer service. Drawing on the cooperative

principle of conversation and social response theory, we propose preliminary meta-
requirements and design principles for cooperative and social conversational agents. Next,

we will develop a prototype based on these design principles.

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Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

006.35 GNE t

Penerbit

: Association for Information Systems (AIS)., 2017

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

978-0-9966831-5-9

Klasifikasi

006.35 GNE t

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

Vol: - (Issue): - Hal: 1–13

Subjek

-

Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

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