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"Vi måste förstå det här utifrån ett HR-perspektiv, annars är vi rökta" : En kvalitativ studie om möjligheter och utmaningar med ChatGPT i HR-funktionen / "We have to understand this from an HR-perspective, otherwise we are smoked" : A qualitative study about the possibilities and challenges regarding ChatGPT in the HR functionFriman, Elin, Plym, Ellen January 2023 (has links)
Purpose: The purpose of this study is to identify HR employees´ attitude towards usingChatGPT as a support tool in work.Method: This study is addresses on the phenomenon ChatGPT in the HR function. The studyis based on an empirical phenomenon which determined an inductive research approach witha qualitative research strategy. The study applies a case study design with unstructuredinterviews as the source for data collection.Conclusion: The study’s results shows that HR-employees have an overall positive attitudetowards using ChatGPT as a tool in their work. The study’s results show that the use ofChatGPT in the HR-function saves time. The challenges that the HR-function faces related tothe use of ChatGPT varies depending on the organization’s external factors. The study alsoconcludes that the future way of working, competencies and HR-education will have to changedue to the use of ChatGPT in the HR-function. / Syfte: Studiens syfte är att identifiera HR-medarbetares inställning till användningen avChatGPT som stöd i arbetet.Metod: Studien behandlar fenomenet ChatGPT i HR-funktionen. Studien baseras på ettempiriskt fenomen vilket innebär att en induktiv forskningsansats med en kvalitativforskningsstrategi har tillämpats. Studien tillämpar en fallstudiedesign där ostruktureradeintervjuer var den valda datainsamlingsmetoden.Slutsats: Studiens resultat visar att HR-medarbetare har en övergripande positiv inställning tillanvändningen av ChatGPT i arbetet. Studien resulterar i att användningen av ChatGPT i HRarbete frigör tid. De utmaningar som HR-funktionen står inför relaterat till användningen avChatGPT präglas av organisationens externa faktorer. Studien resulterar även i att framtidaarbetssätt, kompetenser samt HR-utbildningar kommer behöva förändras till följd avanvändningen av ChatGPT i HR-arbete.
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Design and Development of a Concierge Bot Concept as Proof of ConceptJose, Minta 02 November 2023 (has links)
In the world of Artificial intelligence, chatbots are a very useful application for the humans to receive answers quickly and solve their problem. However, it has been observed that various departments within a company have diverse use cases or domains, which has contributed to the rise of chatbots. Owing to this, it will be challenging for customers to find the most suitable chatbot for their concern but
also to place these chatbots that are geared toward external customers on a single webpage. This thesis has proposed the idea to develop a Concierge bot as a proof of concept and offer the best outcomes in all feasible circumstances as well as the practical potential in order to prevent these problems. In this project, a Concierge bot has been implemented that can access the NLUs of the client bot and route customers to the right client chatbot based on their requests. The Cognigy platform was utilized to develop the client chatbots, including the Concierge bot, and an external Concierge service (Azure Function) was used to send HTTP requests to numerous client bots concurrently. The obtained results in terms of performance with various client bot responses and customer interaction are quite promising. The successful implementation of the proposed idea has also brought up a variety of opportunities and challenges for the subsequent work.
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Evaluating Trust and Satisfaction in AI Chatbots in Customer Service : A User-Centric StudyKarlsson, Emil, Vang, Kajsa January 2024 (has links)
Artificially intelligent chatbots are rapidly gaining popularity in customer service, and they can offer businesses benefits such as increased stock prices and low-cost, efficient service. However, customer trust and satisfaction with these chatbots are often low. Most current research focuses on which business benefits artificially intelligent systems can yield, and less focus lies on how to create satisfactory experiences for the customers. This study examines which chatbot characteristics that build customer trust and satisfaction, and identifies the types of inquiries where customers prefer artificially intelligent chatbots over human customer service agents. An online questionnaire was conducted with 47 participants, primarily 18-24-year-old females from Sweden, with a university degree and high comfort with modern technology. The data analysis, using the Wilcoxon signed-rank test and an investigation of the mean and median scores, revealed no characteristic was significantly more important for trust than for enhancing experience. However, anthropomorphism was indicated to have some importance for trust, though not statistically significant. Machine reading comprehension, perceived accuracy, and privacy concerns were found to be important for a positive customer experience. Participants preferred artificially intelligent chatbots over human customer service agents only for basic information inquiries. The findings support existing theories such as the service quality model and can provide guidance for businesses wanting to implement artificially intelligent chatbots in customer service.
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Can Chatbot technologies answer work email needs? : A case study on work email needs in an accounting firmOlsen, Linnéa January 2021 (has links)
Work email is one of the organisations most critical tool today. It`s have become a standard way to communicate internally and externally. It can also affect our well-being. Email overload has become a well-known issue for many people. With interviews, follow up interviews, and a workshop, three persons from an accounting firm prioritise pre-define emails needs. And identified several other email needs that were added to the priority list. A thematic analysis and summarizing of a Likert scale was conducted to identify underlying work email needs and work email needs that are not apparent. Three work email needs were selected and using scenario-based methods and the elements of PACT to investigating how the characteristics of a chatbot can help solve the identified work email overload issue? The result shows that email overload is percept different from individual to individual. The choice of how email is handled and email activities indicate how email overload feeling is experienced. The result shows a need to get a sense of the email content quickly, fast collect financial information and information from Swedish authorities, and repetitive, time-consuming tasks. Suggestions on how this problem can be solved have been put forward for many years, and how to use machine learning to help reduce email overload. However, many of these proposed solutions have not yet been implemented on a full scale. One conclusion may be that since email overload is not experienced in the same way, individuals have different needs - One solution does not fit all. With the help of the character of a chatbot, many problems can be solved. And with a technological character of a chatbot that can learn individuals' email patterns, suggest email task to the user and performing tasks to reducing the email overload perception. Using keyword for email intents to get a sense of the email content faster and produce quick links where to find information about the identified subject. And to work preventive give the user remainder and perform repetitive tasks on specific dates.
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樂齡人工智慧服務平台策略 / Strategies of the aged AI service platform胡佩蘭, Hu, Pei-Lan Unknown Date (has links)
樂齡商機因人口老化問題而持續受到關注,新聞媒體更是屢屢報導各國各界對樂齡市場龐大商機的預估,惟與現實生活對比後不難發現樂齡商品或服務甚為不足;故而在自身與年邁父母對樂齡服務的需求,觀察時下樂齡人口及其家庭可能面臨的問題與需求,便興起「樂齡服務平台」的念頭。
在客觀驗證目標族群樣貌後,因應多元而分散的特性,以及現今尚未成型的樂齡市場環境下,「樂齡服務平台」的商業模式必將面對足以開疆闢土、滿足需求的核心競爭力建構問題。是而考量樂齡族群的需求特色及痛點外,亦檢視個人的專業、經驗與人脈、資源範圍,遂鎖定可同時滿足多方條件考量的「AI ChatBot聊天機器人」科技運用,成為「樂齡人工智慧服務平台」構想起源。
由於現今台灣對於人工智慧「AI ChatBot聊天機器人」技術甚為陌生,再加上技術功能範疇複雜,故將藉由本篇論文探討研究的過程,鎖定此人工智慧平台之初步策略,客觀分析樂齡需求痛點,對照研究所得之「AI ChatBot聊天機器人」功能特色與運用限制是否得以滿足,並檢視平台本身建置「AI ChatBot聊天機器人」的能力是否足夠面對競爭,進而評估「樂齡人工智慧服務平台」核心競爭力與發展初步策略的適切性及完整度。
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What’s up AI?! : En undersökning kring människoliknande beteende hos chatbotar och dess påverkan på användarupplevelsen / What’s up AI?! : A study of human behavior in chatbots and its impact on the user experienceSvenningsson, Nina January 2019 (has links)
Artificiell intelligens (AI) sprider sig genom samhället och används mer och mer inom flera olika områden. Chatbotar är en populär form av social AI som använder sig av naturligt språk för att kommunicera med användare. Det finns olika åsikter kring huruvida en chatbot ska prata och bete sig människolikt eller inte. Den ena sidan argumenterar att chatbotar ska fortsätta utvecklas för att kunna simulera mänskligt beteende och intelligens, å andra sidan argumenteras att chatbotar ska vara tydliga med att de är maskiner och att det även kan vara positivt för användarupplevelsen om chatbotar inte är alltför människolika. Dessutom finns det teorier om att ett beteende som är för människolikt kan skapa obehag hos användaren. Detta examensarbete syftar till att undersöka den diskrepans som har observerats i resultaten från vetenskapliga studier för att ge indikationer på vilka faktorer som bidrar till en positiv användarupplevelse i interaktionen med chatbotar i förhållande till hur människolika de uppfattas. Resultatet visar på att det finns en stor bredd i användares preferenser för hur en chatbot bör bete sig vilket gör det svårt att nämna specifika människoliknande faktorer som är tilltalande för en större grupp användare. Om man idag vill designa en chatbot som tilltalar så många användare som möjligt bör man ge den en officiell/formell ton samt låta den svara kort, koncist och med sofistikerade ordval och välkonstruerade meningar. För att gå vidare rekommenderas bland annat att undersöka hur chatbotar kan anpassa sitt beteende efter olika användare för att skapa en positiv användarupplevelse.
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Utveckling av en chatbots dialog för implementation i en webbaserad kundtjänstKero, Chanelle, Törnblom, Veronica January 2018 (has links)
Automatisering av kundtjänster genom implementering av chatbotar blir allt vanligare för att kunna erbjuda kunder en mer tillgänglig och effektiv service. Vid implementering av chatbotar i kundtjänster lämnas den mänskliga kontrollen och kundens upplevelse delvis över till ett digitalt system, vilket ställer krav på utformning av chatbotars dialoger. Syftet med arbetet är att ta fram en artefakt i form av en chatbot och utveckla dess dialog för en framtida implementation i en kundtjänst. Arbetet ämnar att ta fram designprinciper för utformning och utveckling av chatbotar och deras dialoger i en kundtjänstmiljö. Den forskningsmetod som tillämpades vid utvecklingen av artefakten var Design Science Research Methodology (DSRM). En litteraturstudie genomfördes och data samlades in genom möten samt en intervju med det företag som varit uppdragsgivare till arbetet. Arbetet resulterade i en demosida innehållande en chatbot, samt en sida för administratörer där de har en översikt av chatbotens genomförda interaktioner. Tre designprinciper togs även fram för utveckling av chatbotars dialog inom kundtjänst, vilka blev arbetets bidrag. De slutsatser som identifierades var att en chatbot bör kontrollera att användaren fått svar på sitt kundtjänstärende, en chatbot bör erbjuda mänsklig service vid missförstånd, en chatbot kan inte ersätta mänsklig service fullt ut samt att en chatbot bör ha en strukturerad datainsamling av genomförda interaktioner för att kunna utveckla och förbättra chatbotens dialog. / Automation of customer service through implementation of chatbots is becoming increasingly common in order to provide customers with a more accessible and efficient service. When implementing chatbots in customer services, human control and the customer experience are partially shifted to a digital system, which puts requirement on the chatbot’s dialogue. The purpose of this report is to develop an artifact for a client. The artifact is a web page containing a chatbot. The report aims to develop design principles for development of chatbots and their dialogues in a customer service. The research method used in the development of the artifact was Design Science Research Methodology (DSRM). A literature study was conducted, and data was collected through meetings and an interview with the client. The report resulted in a demo page containing a chatbot and a page for administrators with an overview of saved chats. Three design principles were also formulated for developing chatbots in customer service, which is the contribution of the report. The conclusions identified were that a chatbot should check that the user got the correct answer, a chatbot should offer human service in case of misunderstanding, a chatbot cannot fully replace human service and a chatbot should have a structured data collection of completed interactions for developing and improvement of the chatbot’s dialogue.
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Kan själv!? : -vad är verksamhetsnyttan för att själv skapaunderlaget för en Chatbot?Olausson, Erika January 2018 (has links)
Denna uppsats är uppbyggd på Design Science Research (DSR), där det inom denna studiestuderas den verksamhetsnytta som kan bli av att skapa en egen inlärd Chatbot. DesignScience Research är inom denna studie bron mellan skapandet och teoristudierna. Inomstudien skapas det en artefakt i form av en konceptuell modell, för att ge en framtida lösningför en modell som kan implementeras inom verksamheten. Att lära Chatboten automatisktfrån verksamhetens egna hemsida, har framgått som önskvärt. Artefakten har utvärderatsgenom dels ett experimentet med Natural Language Processing (NLP) paket och algoritmer,samt maskininlärningspaket och metoder. Den myndighet som studeras i denna studie ärRiksantikvarieämbete (RAÄ), där deras data har insamlats och behandlats med NLP ochmaskininlärning. Informationen som är insamlad i denna studie är cirka 70 % av RAÄsmaterial från hemsidan. Det som framkom från utvärderingen är att det krävs ett merdomänspecifikt corpus för att kunna skapa bättre klustrering av datat. Artefakten fråndesignen visade sig uppskattad utifrån att nyttan med inlärningen inte enbart skulle resultera ien Chatbot som fungerar för externa användare, utan även kan vara en hjälp för internaanvändare, som ett internt hjälpmedel för att söka av sin egen hemsida. / This essay is based on Design Science Research (DSR), in which it studies the businessbenefits that may be of creating a customized Chatbot. Design Science Research is within thisstudy the bridge between the creation and the theory studies. Within the study, an artifact iscreated in the form of a conceptual model, to provide a future solution for a model that can beimplemented within the business. Learning the chat boat automatically from the company'sown website has been shown as desirable. The artefact has been evaluated through anexperiment with Natural Language Processing (NLP) packages and algorithms, as well asmachine learning packages and methods. The authority studied in this study is theRiksantikvarieämbetet (RAÄ), where their data has been collected and processed with NLPand machine learning. The information collected in this study is approximately 70% ofRAÄ's material from the website. What emerged from the evaluation is that a moredomain-specific corpus is needed to create better clustering of data. The design from thedesign was estimated based on the fact that the benefit of learning would not only result in aChatbot that works for external users, but could also be a help for internal users, as aninternal tool for searching their own website.
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Persuasive Chatbot Conversations : Towards a Personalized User ExperienceRönnberg, Sofia January 2020 (has links)
Helping drivers improve their driving skills and become safer drivers is a problematic topic. Most drivers have a lacking self-assessment ability and consider themselves above average driving skills. This is believed to be related to the lack of continuous feedback after getting the driver’s license. This has led to initiatives to find alternative ways of coaching drivers toward better self-assessment and thereby toward safer driving. Chatbots and conversational interfaces has received increasing attention over the years and could be technologies that can solve these challenges. However, a major challenge to chatbots is that they are mostly implemented in a “one-size-fits-all” approach, and while personalization of the chatbot could solve that challenge, it ishard to achieve. In this study, personalized chatbot conversations that aim to coach drivers are examined. The aim is to create a guide that can help designers and practitioners with design decisions that needs to be considered when creating coaching chatbot conversations. The study was performed as a Wizard of Oz study, where attributes for personalization as well as coaching considerations were tested with users in two iterations to iteratively develop the guide. The findings of the study include the guide itself with its guidelines (see appendix 4), as well as insights on considerations required chatbot personalization and coaching. Regarding personalization, chatbot personality and level of control were identified as two attributes that were fit for adaptation. These can lead to social benefits as well as more tailored services to the users. For coaching, the use of follow-ups, feedback and the chatbot’s attitude are identified as necessary considerations when designing coaching chatbot conversations.
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Intelligent chatbot assistant: A study of integration with VOIP and Artificial IntelligenceWärmegård, Erik January 2020 (has links)
Development and research on Artificial Intelligence have increased during recent years, and the field of medicine is not excluded as a target audience for this top modern technology. Despite new research and tools in favor of medical care, the staff is still under heavy workloads. The goal of this thesis is to analyze and propose the possibility of a chatbot that aims to ease the pressure on the medical staff. To provide a guarantee that patients are being monitored. With Artificial Intelligence, VOIP, Natural Language Processing, and web development, this chatbot can communicate with a patient, which will act as an assistant tool that conducts preparatory work for the medical staff. The system of the chatbot is integrated through a web application where the administrator can initiate call and store clients onto the database. To ascertain that the system operates in real-time, several tests have been carried out to tests concerning the latency between subsystems and the quality of service. / I utvecklingen av intelligenta system har sjukvården etablerat sig som en stor målgrupp. Trots avancerade tekniker så är sjukvården fortfarande under tung belastning. Målet för detta examensarbete är att undersöka möjligheten av en chatbot vars syfte är att lätta på arbetsbelastningen hos sjukvårdspersonalen och samtidigt erbjuda en garanti för att patienter får den tillsyn och återkoppling de behöver. Med hjälp av Artificiell Intelligens, VOIP, Natural Language Processing och webbutveckling kan denna chatbot kommunicera med patienten. Chatboten agerar som ett assisterande verktyg som står för ett förarbete i beslutstagandet för sjukvårdspersonal. Ett systemsom inte bara ger praktisk nytta utan också ett främjande av den utveckling som Artificiell Intelligens gör inom sjukvården. Systemet administreras genom en hemsida som kopplar samman de flera olika komponenterna. Här kan en administratör initiera samtal och spara klienter som ska ringas till databasen. För att kunna fastställa att systemet opererar i realtid har görs flertalet prestandatester avseende både tidsfördröjningar och samtalskvalité.
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