About artificial intelligence Chatbots

About Artificial Intelligence Chatbots

The aim of this thesis is to find out how consumer attitude towards customer satisfaction is.
The aim is to understand how consumers respond to digital customer service
and the syntax associated with it. The aim of the thesis is to find out,
what role do consumers think about artificial intelligence and digital customer service now and in the future.
The subject was limited to Finnish consumers and text-based chatbot services.
The thesis is part of the Consumer Action Digitality project, which is designed
is to better understand Finnish consumer behavior. The project is involved
Laurea University of Applied Sciences, Kurio Oy and the media company MTV.
Electronic services are on the rise. One of the top projects of the current government is that
By 2025, a growth environment for digital business has been created in Finland. The purpose of
will be in the future to take advantage of more and more robotization of new business and
to create ways of working. For businesses and consumers this means new service channels
and the adoption and adoption of business models. Consumption and services are being organized
increasingly consumer-centered.
The research has used a qualitative or qualitative research method. The research method
a passive method of play and semi-structured theme interview were used.
In the excitement method, reporting was given to three different stories,
which led them to take up the situation described and write about their awakened feelings.
In the theme interview, some of the respondents were interviewed again. The interviews
there were three themes.
The results of the study show that consumers are still struggling with the use of chat bots,
because they are uninhabited to use them. Consumers also feel that artificial intelligence is technical
implementation is not yet at the level that it would only be possible to carry out by means of artificial intelligence
a complex customer service event. Artifact and chat bots are seen as part of the future
service channels.
Consumers combine the usability of websites with the image of the company. Chatbot is experienced
into the image of the company and it can work in the face of a business online shopping. Chatbot is, however
immediately at the start of the service should be easy to use and easy to approach. Service level not
may drip after using the chatbot. The best digital customer experience is generated in its entirety
functional and user-driven web service.