Research questions: How can businesses improve the trustworthiness and competence of chatbots for consumers? Purpose: The purpose is to investigate how chatbots' perceived competence and trustworthiness impact consumers' willingness to interact with them. The study aims to identify patterns or businesses to advance Method: The study relies on qualitative data and semi-structured interviews with consumers about their experience with chatbots. For deeper and more detailed data, it is conducted by interviewing experts with years of experience with chatbots. The data has been then analyzed through thematic analysis. Conclusion: The study identifies 10 key themes connected to the theories and the two main elements of this research. Companies are advised to give top priority to the identified themes when integrating chatbots into their customer service operations.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:mdh-62761 |
| Date | January 2023 |
| Creators | Chammas, Marianne, Alhilali, Sanan, Bekele, Hibst |
| Publisher | Mälardalens universitet, Akademin för ekonomi, samhälle och teknik |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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