Implementing Chatbots in the Customer Service Process to Reduce Workload
Karhunen, Juhani (2020)
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020060316523
https://urn.fi/URN:NBN:fi:amk-2020060316523
Tiivistelmä
The purpose of this project was to offer Leadoo MT insight on how chatbots can be used as a tool in customer service. The objective of the thesis is to find out whether chatbots can be used efficiently in customer service to reduce the workload of the staff and ultimately lower costs.
Leadoo MT is a marketing technology company, that offers its customers conversational chat-bots that are implemented into the clients’ websites. In addition to the bot building, Leadoo MT also plans the bots ann provides a data platform for their customers. Leadoo MT benefits from this thesis by receiving evidence that chatbots can be an efficient tool in customer ser-vice.
The empirical research of this project was conducted as action research together with the client company. To guide the action research, the Information Technology Infrastructure Library (ITIL) framework was used in order to replace the customer service team with the chatbot as the first line of support. The problem Leadoo MT had was that it was only ex-pected that chatbots could be used efficiently in customer service, but no research had been conducted by them to be used as a reference.
The results of the action research were positive, with the customer stating that the requests received by the customer service team were reduced by 60% after the bot was implemented. In addition, as an added benefit for the website visitors, the requests that were answered by the new bot were instantly taken care of.
Leadoo MT is a marketing technology company, that offers its customers conversational chat-bots that are implemented into the clients’ websites. In addition to the bot building, Leadoo MT also plans the bots ann provides a data platform for their customers. Leadoo MT benefits from this thesis by receiving evidence that chatbots can be an efficient tool in customer ser-vice.
The empirical research of this project was conducted as action research together with the client company. To guide the action research, the Information Technology Infrastructure Library (ITIL) framework was used in order to replace the customer service team with the chatbot as the first line of support. The problem Leadoo MT had was that it was only ex-pected that chatbots could be used efficiently in customer service, but no research had been conducted by them to be used as a reference.
The results of the action research were positive, with the customer stating that the requests received by the customer service team were reduced by 60% after the bot was implemented. In addition, as an added benefit for the website visitors, the requests that were answered by the new bot were instantly taken care of.