The purpose of this study is to explore the possibilities that the highly popular ChatGPT utility might have on education, and more specifically, how it could impact language development in the Swedish EFL classroom. This will be attained through a qualitative method and through multiple observations in real-life situations with students from upper secondary school. Additionally, for a more profound analysis this will then be combined with follow-up interviews with two educating teachers. The observations presented mixed results with some students displaying positive feelings towards ChatGPT while others reacted negatively to its extensive replies to simple inquiries. This proved to be valuable empirical data for this study's analysis. Therefore, this study has concluded that ChatGPT as a didactic tool, should be used in a controlled situation, and explained thoroughly with a specific intentional purpose. In other words, ChatGPT could be used in different teaching situations to enforce students' abilities or to ease the cognitive burden that many students experience when writing texts, as can be explained by cognitive load theory (Sweller, 1988, p. 277). If the messages from the text-generator are clear, informative, personal, and concise it could be used to aid students in their writing process. However, the different complications that arise with the use of ChatGPT including a negative effect on student self-esteem must be considered.

The intensifying idea that AI soon will be a part of our everyday life allows for dreams about the complex relationship we one day could have with non-biological social intelligence. However, establishing societal and individual acceptance of AI-powered autonomy in disciplines built upon to the reliance to human competence raises a number of pressing challenges. One of them being, what system components will engender respectively counteract cognitive trust in socially oriented AI-automated processes?   This masters thesis tackles the seemingly ambiguous concept of trust in automation by identifying and evaluating system components that affect trust in a confined and contextualised setting. Practically, we design, construct and test an AI-powered chatbot, Ava, that contains socially oriented questions and feedback about study- and vocational guidance. Through a comparative study of different system versions, including both quantitative and qualitative data, we contribute to the framework for identifying and evaluating human trust in AI-Automated service encounters. We show how targeted alterations to design choices constituting the system components transparency, unbiasses and system performance, identified to affect trust, has consequences on the perception of the cognitive trust concepts integrity, benevolence and ability. Our results display a way of conduct for practitioners looking to prioritise and develop trustworthy autonomy. More specifically, we account for how cognitive trust is decreased when system opacity is increased. Moreover, we display even more concerning effects on trust due to micking contextual bias in the conversation agent.

Despite being explored and constantly improved through the years, onboarding of new hires in corporate organizations has remained a challenge. Many of the issues can be linked to a lack of communication between the organization and the new employee, as well as the common nature of these environments where information is spread across job titles and sources. This thesis discusses the feasibility of implementing a basic chatbot that will allow new hires to ask questions and request varied information at all times, using an interface such as a messaging app. This research explores the way chatbots should be designed in order to be effective, reliable and enjoyable from a user experience perspective. The chatbot was developed using the Chatfuel platform and tested by new employees at a corporate environment. The users were requested to explore the chatbot freely and then asked to answer a survey. The interactions were also recorded and analyzed from in both qualitative and quantitative ways (chat logs and analytics). The study proves that an onboarding chatbot is a useful tool for new hires and can be used as a communication facilitator between the organization and the new hires during the first weeks of employment, and also after that, serving as an information source and a broadcasting method. The chatbot gives the new hires an accessible source of information that helps on the process of getting to speed, and enables a positive experience that increases familiarity in the new workplace.

The digital age has brought many new technologies that are disrupting the way that companies interact with customers. Automated technologies are one aspect of technological development in recent days, and it has changed how regular business operations are performed. Chatbots, for instance, has changed the way that customers interact with companies. Facilitating interaction and being available around the clock to serve customers who have questions. This study investigated how automated technologies are used in CRM-activities of companies and how the implementation of such technologies can lead to customer engagement. CRM, Customer Relationship Management, is a core business strategy that aims to strengthen customer relationships through co-creating value with the use of supporting technologies. Customer engagement is a measurement of a customer's involvement with a firm over time, with the end goal of customers becoming “fans” that advocate and generate word-of-mouth for the firm. This study investigates how companies utilize automated technologies in CRM-activities and if these technologies can help lead to customer engagement. The study aims to answer the following research question: How are automated technologies, more specifically chatbots, used in existing CRM strategies to further create customer engagement? The study conducted investigates these technologies within five companies that utilize chatbot-technologies from chatbot-providers. The chatbot-providers are also part of the study to get a more comprehensive view of the functionalities and purpose of these technologies. The contrasting view of companies and chatbot-providers is used to answer the sub-purposes of the thesis regarding how companies implement automated technologies. A qualitative study with interviews was conducted, along with secondary data from written documentary sources. The data were analyzed in a theoretical thematic analysis in which themes were developed from the theoretical framework. The findings of the study show that despite the potential of automated technologies, the most prominent use is for customer service operations. The potential for automated technologies in CRM is greater than what was found in the interviewed companies. The findings also demonstrate that automated technologies facilitate connection, interaction, and increases customer satisfaction, which can lead to customer engagement. The findings also show that there is a discrepancy in the views of companies who use chatbots in their business processes and the chatbot-providers that help implement them.

En los últimos años, se ha visto que las marcas han apostado por implementar chatbots como parte de sus canales digitales de atención al cliente, especialmente desde que pueden ser alojadas en redes sociales como Facebook Messenger y WhatsApp. Si bien el uso de este se ha masificado, los usuarios los perciben como ineficientes y de poca credibilidad. El diseño de la personalidad de un chatbot, surge como una alternativa para que la marca genere una interacción más humana con el usuario y muestre sus valores de marca para generar una experiencia positiva. Además, se estima un crecimiento proyectado del valor de negocio de chatbots para marcas de 3,9 billones de dólares para 2022. Por tal razón, conocer cómo las marcas pueden apoyarse en la correcta implementación de la personalidad de un chatbot creando una influencia positiva en sus usuarios es importante en una industria creciente. La presente investigación busca conocer de qué manera la personalidad del chatbot influye en la formación de actitudes de los consumidores hacia una marca Este estudio exploratorio usó una metodología cualitativa de diseño fenomenológico con adultos jóvenes de Lima. Posteriormente, se analizó a través de una codificación descriptiva. Se encontró que la personalidad genera una predisposición a valorar positivamente al chatbot y, en consecuencia, a valorar positivamente a la marca, dotándola de los valores positivos que persigue con la atención al cliente. / In recent years, brands have opted to implement chatbots as part of their digital customer service channels, especially since they can be hosted on social networks such as Facebook Messenger and WhatsApp. Although the use of this has become widespread, users perceive them as inefficient and of little credibility. The design of the personality of a chatbot arises as an alternative for the brand to generate a more human interaction with the user and show its brand values ​​to generate a positive experience. In addition, a projected growth of the chatbot business value for brands of 3.9 trillion dollars is estimated by 2022. For this reason, knowing how brands can rely on the correct implementation of a chatbot personality creating a positive influence on its users is important in a growing industry. The present research seeks to know how the chatbot personality influences the formation of consumer attitudes towards a brand. This exploratory study used a qualitative methodology of phenomenological design with young adults from Lima, Peru. Subsequently, it was analyzed through descriptive coding. It was found that chatbot personality generates a predisposition to positively value the chatbot and, consequently, to positively value the brand, endowing it with the positive values ​​it pursues with customer service. / Tesis

This diploma thesis deals with problems of development of chatbots. The theoretical part of the thesis introduces the concept of the conversational interface in general and analyzes available technologies for its development. The practical part deals with the design and implementation of a particular chatbot, whose goal is to be a virtual assistant in the process of selecting and purchasing goods. This is accomplished by connecting the chatbot to the product information management system using OData web services. One of the biggest problems was to determine the order of questions asked about product properties. For the implementation was used decision tree theory.

Emotion AI är ett forskningsområde som syftar till att teknik ska kunna känna igen och reagera på mänskliga känslotillstånd, vilket kan implementeras i form av chattbotar. Chattbotens roll är idag framträdande inom kundtjänstområdet och används för att stärka kundservice. Tidigare forskning visar att det råder brist av kvalitativa studier om hur chattbotar responderar på och hanterar känslor som uppstår när människor interagerar med chattbotar i vardagen. Syftet med studien är därav att skapa förståelse för hur känslor hanteras av chattbotar och vilka upplevelser som genereras vid kundtjänstinteraktion mellan människa och chattbot.  Studien antog en kvalitativ ansats och inleddes genom en förstudie som identifierade fyra chattbotar, vilka användes vidare till intervjustudien. Datainsamlingen har genomförts med hjälp av semistrukturerade intervjuer och kompletterades med observation. Analysen identifierade fyra typer av upplevelser av chattbotarnas förmåga att respondera på känslointeraktion: bekräftelse, missförstånd, problemlösning och ideal chattbot. Studien diskuterar hur chattbotar påverkar människans känsloupplevelse och hur chattbotar bör designas i kundtjänstinteraktion. Slutsatsen är att det inte finns behov att utveckla chattbotar med väldigt komplex känsloförmåga och känslomässig förståelse har visats vara sekundärt i kundtjänstinteraktion. Dock bör chattbotar designas med en enklare form av känslomässig förmåga eftersom det kan skapa mervärde genom att kunderna känner sig förstådda. / Emotion AI is a research area aimed at technology recognizing and reacting to human emotions, which can be implemented in the form of chatbots. The chatbot's role is today prominent in the field of customer service and is used to strengthen customer service. Previous research shows that there is a lack of qualitative studies on how chatbots respond to and manage emotions that arise when people interact with chatbots in their everyday life. The purpose of the study is therefore to create an understanding of how emotions are handled by chatbots and what experiences are generated during customer service interaction between humans and chatbots.  The study adopted a qualitative approach and was initiated through a feasibility study that identified four chatbots, which were used for the interview study. The data collection was carried out using semi-structured interviews and supplemented by observation. The analysis identified four types of experiences of chatbots' ability to respond to emotional interaction: affirmation, misunderstanding, problem-solving, and ideal chatbot. The study discusses how chatbots affect the human emotional experience and how chatbots should be designed for customer service interaction. The bottom line is that there is no need to develop chatbots with very complex emotional abilities and emotional understanding has been shown to be secondary in the customer service interaction. However, chatbots should be designed with a simpler form of emotional ability as it can create added value in the form of making customers feel understood.

El presente proyecto de tesis tiene como principal alcance brindar una propuesta de automatización del proceso de distribución de pedidos a través de una solución tecnológica para una empresa del sector muebles. El objetivo general y los objetivos específicos del proyecto surgen en base a la necesidad de implementar mecanismos que permitan automatizar los procedimientos manuales relacionados a la distribución de muebles, cuya actividad es requerida una vez culminado el proceso de ventas. De igual manera, con la solución propuesta, se conseguirá resolver problemas de inconsistencia de información generada por la ejecución manual del proceso. Para la elaboración del proyecto se cuenta con 7 capítulos. El primero brinda una introducción sobre el sector muebles, así como los beneficios alcanzados en el proyecto. El segundo detalla información de la empresa objetivo, que incluye la visión, misión, objetivos estratégicos, así como los objetivos del proyecto e indicadores de éxito. El tercero describe el cumplimiento de los Student Outcomes planteados por la universidad. El cuarto presenta los fundamentos teóricos que sustentan de forma adecuada la base de conocimientos para la solución propuesta. El quinto detalla el desarrollo del proyecto donde se realiza el análisis del negocio, ingeniería del proceso (AS-IS), solución propuesta (TO-BE), modelado del negocio, requerimientos, modelado del sistema y diseño de la arquitectura de software propuesta para la automatización del proceso de distribución de pedidos. El sexto muestra los resultados del proyecto de tesis según lo analizado en el capítulo anterior. Finalmente, el séptimo capítulo presenta la gestión de proyecto. / The main scope of this thesis project is to provide a proposal for the automation of the order distribution process through a technological solution for a company in the furniture sector. The general objective and the specific objectives of the project arise based on the need to implement mechanisms that allow the automation of manual procedures related to the distribution of furniture, whose activity is required once the sales process is completed. Similarly, with the proposed solution, it will be possible to solve data inconsistency problems generated by the manual execution of the process. For the development of the project there are 7 chapters. The first one provides an introduction to the furniture sector, as well as a summary of the benefits achieved by the project. The second details information about the company, which includes the vision, mission, strategic objectives, among others. The third describes compliance with the Student Outcomes proposed by the university. The fourth presents the theoretical foundations that adequately support the knowledge base for the proposed solution. The fifth details the development of the project where the business analysis, process engineering (AS-IS), proposed solution (TO-BE), business modeling, requirements, system modeling and design of the software architecture proposed for automation of the order distribution process. The sixth shows the results of the thesis project as analyzed in the previous chapter. Finally, the sixth chapter presents the project management and tools used. / Tesis

The use of artificial intelligence (AI) has increased in recent years to create more efficient and innovative solutions. One type of AI solution introduced in several different industries is chatbots that customers can interact with by typing, or choosing from a number of options, and get direct responses from the system. Through chatbots, companies can streamline their customer service as well as improve customer relationships. Thus, chatbots can be used in companies' customer service to reduce the workload. In order to study this, the following research question was formulated: How can the introduction of chatbots help businesses to streamline their customer service? To fulfill this purpose, an deductive approach was chosen and as the final result is based on a combination of data and different theories. Data were collected through semi-structured interviews and observations. The data was compiled and then analyzed thematically, which led to the conclusion that the use of chatbots can contribute to streamlining and developing businesses’ customer service. / Användningen av artificiell intelligens (AI) har ökat allt mer de senaste åren för att skapa mer effektiva och innovativa lösningar. En typ av AI-lösning som införts inom flera olika branscher är chattbotar som kunder kan interagera med genom att skriva, eller välja mellan ett antal alternativfrågor, och få direkta svar från systemet. Genom chattbotar kan företag effektivisera sin kundservice samt förbättra sina kundrelationer. Därmed kan chattbotar användas inom verksamheters kundservice för att minska belastningen på den bemannade kundtjänsten. För att undersöka detta närmare ställdes frågeställningen: Kan användandet av chattbotar hjälpa verksamheter att effektivisera sin kundservice?. För att uppfylla detta syfte valdes ett deduktivt angreppssätt och slutgiltiga resultatet baseras då på en kombination av data och olika teorier. Data samlades in genom semistrukturerade intervjuer samt observationer. Datan sammanställdes och analyserades tematiskt, vilket ledde fram till slutsatsen att användandet av chattbotar kan bidra till att effektivisera och utveckla verksamheters kundservice.

För många framgångsrika service- och tjänstebolag är Customer RelationshipManagement, eller CRM-system, ett fundamentalt och nödvändigt verktyg som företag brukar för att möjliggöra en förhöjd kundupplevelse och kundnöjdhet för företagetskunder. På senare år har artificiell intelligens genom sin utveckling sett en ökning av potentiella användningsområden och sedermera introducerats inom diverse branscher tack vare dess effektivisering av dessa användningsområden. Men alla branscher har intesett samma implementeringsgrad av olika anledningar. Dels beroende på operationella skillnader, men också på grund av hur kunder ser på användningen av artificiell intelligens som i sin tur påverkat företagens implementering av artificiell intelligens i sina kundrelaterade processer. Med artificiella intelligensens intåg inom den svenska försäkringsbranschen i kombination med de tidigare utförda studier som påpekar problematiken med singulärt fokus på tekniken inom CRM är syftet att undersöka hur svenska försäkringsbolagstrategiskt arbetar med implementering av artificiell intelligens och CRM. Vi har även som förhoppning att skapa en bredare förståelse kring möjligheter och eventuell problematik med artificiell intelligens, CRM och vilka olika mätinstrument som användsför att se om det är en lönsam investering. Baserat på problemdiskussionen kom vi fram till följande frågeställning: Hur arbetar försäkringsbolag i Sverige idag med CRM-system och artificiell intelligensför att skapa kundlojalitet? Den teoretiska referensramen utgörs av sex huvudsakliga teman; Business to Customer,Customer Relationship Management, Artificiell Intelligens, CRM som strategi, Lojalitet och Mätning. Dessa teman sammanfattas sedan med hjälp av en egen syntes inspirerad av Rust & Chungs (2006, s. 562) artikel “Marketing Models of Service and Relationship”. Vi har med en kvalitativ ansats intervjuat sex personer från tre olika försäkringsbolag. Försäkringsbolagen skiljer sig i storlek och har olika syn på både CRM och artificiell intelligens. Vi redogör senare i analysen hur artificiell intelligens och CRM används av försäkringsbolag på den svenska marknaden. I det avseendet ger vi läsare olika exempel på hur artificiell intelligens och CRM kan vara värdeskapande till både företag och kunder. Efter samtliga intervjuer och analys upptäcktes olika gemensamma nämnare hos deundersökta företagen vad gäller både artificiell intelligens och CRM.Implementeringsgraden av artificiell intelligens berodde till stor del på företagensmålkunder, eller mer specifikt på åldern hos målkunderna. Vi identifierade att försäkringsbolagen har arbetat olika länge med både CRM och artificiell intelligens, men är positiva till att båda verktygen kan ge både interna och externa möjligheter. Trots detta skiljer sig användningsgraden av verktygen mellan de undersökta försäkringsbolagen. Ett AI-integrerat CRM-system tillåter nya avenyer att utforskas som tidigare inte varit synonyma med försäkringar och kan således förändra relationen vi har till våra försäkringsbolag.