0000000000056975
AUTHOR
Morten Johan Mygland
Improving handovers between a public service chatbot and chat employees: an affordances perspective : A case study in Norwegian Labour and Welfare Administration
Master's thesis in Information systems (IS501) Usage of chatbots in organisations has progressively increased over the last years. Chatbots are being used by companies in a variety of ways, such as automatic handling of customer inquiries, automation of mundane tasks internally, smart personal assistance, and as a medium between service providers and users. […] This thesis focuses on this handover, specifically between a public service chatbot and chat employees. Specifically, the interaction between the chatbot Frida used by the Norwegian Labour and Welfare Administration (NAV) and the chat employees at NAV contact centre (NKS).
Affordances in Human-Chatbot Interaction: A Review of the Literature
The present study advances our understanding of human-AI interactions, by identifying and analyzing chatbot affordances in prior research. The results of this review consolidate research findings on chatbots’ affordances, which must be taken into consideration when chatbot-based services are designed and deployed. Specifically, the review of state-of-the-art literature led to the identification of nine high level affordances: Human Like Conversing, Assistance Provision, Facilitation, Distilling Information, Enriching Information, Context Identification, Personalization, Fostering Familiarity and Ensuring Privacy. Our contribution is twofold. First, we map the chatbot affordances identified …