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The Potential of Chatbots: Analysis of Chatbot Conversations | IEEE Conference Publication | IEEE Xplore

The Potential of Chatbots: Analysis of Chatbot Conversations


Abstract:

The idea of utilizing computers for question answering tasks has been around from the early beginning of these systems. First algorithms with the aim to accomplish this w...Show More

Abstract:

The idea of utilizing computers for question answering tasks has been around from the early beginning of these systems. First algorithms with the aim to accomplish this were already implemented in the early 1960s. In recent years, chatbots have been gaining enormous popularity in various fields. In the context of business applications, they are considered as useful tools for improving customer relationships. In this paper, chat conversations between customers and the chatbot of a telecommunication company are analysed to find out if these interactions can be used to determine a) users' topics of interests and b) user satisfaction. To reach this goal, chat conversations are interpreted as sequences of events and user inputs are analysed with the help of text mining techniques. The study shows that based on users' written conversational contributions, valuable insights on users' interests and satisfaction can be gained. The majority of users leave the chat conversation after a short period of time if the chatbot was not able to give the desired answer right away. Moreover, a huge number of conversations deal with similar topics. Our results imply that companies offering chatbots must thoroughly analyse the collected data to gain more insights into their customers' needs. Based on our findings, they can improve customers' satisfaction by offering personalized service and implementing real-time feedback.
Date of Conference: 15-17 July 2019
Date Added to IEEE Xplore: 22 August 2019
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Conference Location: Moscow, Russia

I. Introduction

Many companies have recognized chatbots as “the next big thing” in terms of customer relationships. In today's digital age these relationships are shaped by an empowerment of customers due to increased information availability, digital communication channels and more diverse possibilities for reaching customers [1]. Regarding the usefulness of chatbots from the customers' point of view, a chatbot enables 24-hour customer service, personalized interaction and no waiting time. For companies, chatbots entail time and cost savings as many processes can be automated and employees can be appointed to more complex tasks [1].

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