6533b7cffe1ef96bd1257e4a

RESEARCH PRODUCT

Improving handovers between a public service chatbot and chat employees: an affordances perspective : A case study in Norwegian Labour and Welfare Administration

Morten Johan MyglandMorten Schibbye

subject

IS501VDP::Samfunnsvitenskap: 200::Statsvitenskap og organisasjonsteori: 240::Offentlig og privat administrasjon: 242VDP::Teknologi: 500::Informasjons- og kommunikasjonsteknologi: 550

description

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).

yearjournalcountryeditionlanguage
2021-01-01
https://hdl.handle.net/11250/2825980