Development and use of an internal chatbot to support sales and customer service
Gustafsson, Oskari (2023)
Gustafsson, Oskari
2023
Julkaisu on tekijänoikeussäännösten alainen. Teosta voi lukea ja tulostaa henkilökohtaista käyttöä varten. Käyttö kaupallisiin tarkoituksiin on kielletty.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2023050942567
https://urn.fi/URN:NBN:fi-fe2023050942567
Tiivistelmä
Rapid technological development has brought many different new-age digital tools to facilitate daily human life. One such tool can be considered chatbots. Chatbots are artificial intelligence-powered programs that are created to engage in dialogue with their users in natural language. In the insurance industry, employees who work in customer service and sales must adapt and remember vast amounts of information to provide customers with the most effortless and positive customer experience. Intranets are often comprehensive and multi-layered databases, and finding the correct information quickly can be challenging. For this reason, companies could utilize an internal chatbot capable of providing fast and easy support and advice to customer service and sales employees in their work.
The development and use of an internal chatbot to support sales and customer service employees in the insurance company were studied in this master’s thesis. The aim of this study was to investigate the development of the internal support chatbot in the company's commercial sector, examine how it assists customer service and sales employees in their work, and determine how customer service and sales employees perceive the use of the internal support chatbot to help them in their work.
In the thesis, significant and important aspects related to chatbots were first examined through a literature review. The data used in this thesis were gathered from interviews and questionnaire to find out how the development process has been carried out, how the chatbot assists employees, and how they perceive its use.
The result of the study indicated that the development of chatbots is considerably faster today, as companies no longer need to build them from scratch themselves. It is now quite common for a company to purchase a ready-made chatbot platform from an external service provider, leaving the company with only the need to teach the chatbot the desired natural language processing and to create question-answer pairs. Additionally, the findings of this study showed that chatbots function well as support for customer service and sales employees, and their experiences with using the chatbot are highly positive.
The development and use of an internal chatbot to support sales and customer service employees in the insurance company were studied in this master’s thesis. The aim of this study was to investigate the development of the internal support chatbot in the company's commercial sector, examine how it assists customer service and sales employees in their work, and determine how customer service and sales employees perceive the use of the internal support chatbot to help them in their work.
In the thesis, significant and important aspects related to chatbots were first examined through a literature review. The data used in this thesis were gathered from interviews and questionnaire to find out how the development process has been carried out, how the chatbot assists employees, and how they perceive its use.
The result of the study indicated that the development of chatbots is considerably faster today, as companies no longer need to build them from scratch themselves. It is now quite common for a company to purchase a ready-made chatbot platform from an external service provider, leaving the company with only the need to teach the chatbot the desired natural language processing and to create question-answer pairs. Additionally, the findings of this study showed that chatbots function well as support for customer service and sales employees, and their experiences with using the chatbot are highly positive.