Conversational UI (CUI) like voice assistant and chatbot are being introduced to provide 24x7 enquiry response, advice and technical support. This study aims at assessing User Experience related factors, which reinforce Trust between Wealth Management customer and the CUI in tasks normally performed by Relationship Managers. Given the financial and resource constraints of the thesis, semi structured interviews and Wizard of Oz experiments were chosen as the methods of study. These methods helped in delving deep into user issues within limited time period. The study finds that investors were happy to get response in text and graphics mode but not in voice since the information was considered confindential. There were apprehensions in using chatbot for getting investment advice. Findings of this study may be helpful to wealth management organisations in designing conversation UI strategy. However, the study was conducted with clients in India, hence the findings are more relevant to countries with similar socio-cultural conditions. / Konversationsgränssnitt (Conversational UI, CUI) som röstassistent och chatbot tas i bruk för att ge 24x7 svar, råd och teknisk support. Denna studie syftar till att bedöma användarupplevelse-relaterade faktorer som förstärker förtroendet mellan förmögenhetsförvaltningskunder och CUI i uppgifter som normalt utförs av kundansvariga. Med tanke på de finansiella och resursbegränsningarna i avhandlingen, valdes halvstrukturerade intervjuer och Wizard of Oz-experiment som studiemetoder. Dessa metoder bidrog till att gräva djupt in i användarproblem inom en begränsad tidsperiod. Studien konstaterar att investerare var nöjda att få svar i text och grafik, men inte i röst eftersom informationen ansågs konfidentiell. Det fanns en oro för att använda chatbot för att få investeringsrådgivning.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:kth-264540 |
| Date | January 2019 |
| Creators | Uma, Ketaki |
| Publisher | KTH, Skolan för elektroteknik och datavetenskap (EECS) |
| 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 |
| Relation | TRITA-EECS-EX ; 2019:615 |
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