Improving Chatbots for Customer Service: Insights from User Experience Research

In this episode of The Coo-ee Podcast, we delve into a study by Asbjørn Følstad and Marita Skjuve, presented at the 1st International Conference on Conversational User Interfaces. The research explores how customer service chatbots can better meet user needs, highlighting efficiency, escalation paths, and practical functionality over human-like design. Learn how these findings can help transform frustrating chatbot interactions into seamless customer experiences.

📝 Link to the paper: https://doi.org/10.1145/3342775.3342784
👥 Authors: Asbjørn Følstad, Marita Skjuve

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#Chatbots #ConversationalAI #UserExperience