Chatbots for service delivery and co-creation: a study from the user's perspective

Overview

Chatbots, also known as digital customer service agents or virtual assistants, are poised to transform delivery and co-creation of customer service over the next few years.

However, there are still many challenges, such as technological limitations and user's perception of value, that affect how customers use chatbots.

We want to know:

• why do many customer not want to use chatbots?
• what do customers really think about using chatbots in a service delivery and co-creation context?

Research activities

This project will involve a literature review as well as empirical data collection and analysis. This could be done through interviews with users or managers and through design workshops or surveys.

Outcomes

The project should contribute to the theory, practice and methodology on value-based design of AI systems.

Skills and experience

To be considered for this project, we expect you to have skills and/or experiences in:

• literature review
• empirical data collection and analysis.

Scholarships

You may be able to apply for a research scholarship in our annual scholarship round.

Annual scholarship round

Keywords

• Chatbots
• Artificial intelligence
• service delivery

Contact

Contact the supervisor for more information.