Use of chatbots for customer service in MSMEs

IF 12.3 Q1 COMPUTER SCIENCE, INFORMATION SYSTEMS

Applied Computing and Informatics Pub Date : 2022-11-07 DOI:10.1108/aci-06-2022-0148

Jorge Cordero, L. Barba-Guaman, Franco Guamán

引用次数: 6

Abstract

PurposeThis research work aims to arise from developing new communication channels for customer service in micro, small and medium enterprises (MSMEs), such as chatbots. In particular, the results of the usability testing of three chatbots implemented in MSMEs are presented.Design/methodology/approachThe methodology employed includes participants, chatbot development platform, research methodology, software development methodology and usability test to contextualize the study's results.FindingsBased on the results obtained from the System Usability Scale (SUS) and considering the accuracy of the chatbot's responses, it is concluded that the level of satisfaction in using chatbots is high; therefore, if the chatbot is well integrated with the communication systems/channels of the MSMEs, the client receives an excellent, fast and efficient service.Originality/valueThe paper analyzes chatbots for customer service and presents the usability testing results of three chatbots implemented in MSMEs.

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在中小微企业中使用聊天机器人为客户服务

目的这项研究工作旨在为微型、小型和中型企业（MSME）的客户服务开发新的沟通渠道，如聊天机器人。特别是，给出了在中小微企业中实现的三个聊天机器人的可用性测试结果。设计/方法论/方法论所采用的方法论包括参与者、聊天机器人开发平台、研究方法论、软件开发方法论和可用性测试，以将研究结果置于情境中。结果基于系统可用性量表（SUS）的结果，并考虑到聊天机器人回复的准确性，得出结论：使用聊天机器人的满意度较高；因此，如果聊天机器人与中小微企业的通信系统/渠道很好地集成在一起，客户端将获得卓越、快速和高效的服务。原创性/价值本文分析了用于客户服务的聊天机器人，并给出了在中小微企业中实现的三个聊天机器人的可用性测试结果。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Applied Computing and Informatics Computer Science-Information Systems

CiteScore

12.20

自引率

0.00%

发文量

审稿时长

39 weeks

期刊介绍： Applied Computing and Informatics aims to be timely in disseminating leading-edge knowledge to researchers, practitioners and academics whose interest is in the latest developments in applied computing and information systems concepts, strategies, practices, tools and technologies. In particular, the journal encourages research studies that have significant contributions to make to the continuous development and improvement of IT practices in the Kingdom of Saudi Arabia and other countries. By doing so, the journal attempts to bridge the gap between the academic and industrial community, and therefore, welcomes theoretically grounded, methodologically sound research studies that address various IT-related problems and innovations of an applied nature. The journal will serve as a forum for practitioners, researchers, managers and IT policy makers to share their knowledge and experience in the design, development, implementation, management and evaluation of various IT applications. Contributions may deal with, but are not limited to: • Internet and E-Commerce Architecture, Infrastructure, Models, Deployment Strategies and Methodologies. • E-Business and E-Government Adoption. • Mobile Commerce and their Applications. • Applied Telecommunication Networks. • Software Engineering Approaches, Methodologies, Techniques, and Tools. • Applied Data Mining and Warehousing. • Information Strategic Planning and Recourse Management. • Applied Wireless Computing. • Enterprise Resource Planning Systems. • IT Education. • Societal, Cultural, and Ethical Issues of IT. • Policy, Legal and Global Issues of IT. • Enterprise Database Technology.