| Title |
Use satisfaction with the communication quality of "Regitra" and "Lietuvos paštas" artificial intelligence chatbots / |
| Authors |
Bendinskaitė, Jorė ; Balevičienė, Dovilė |
| DOI |
10.15388/VGISC.2023.II |
| ISBN |
9786090709931 |
| Full Text |
|
| Is Part of |
18th prof. Vladas Gronskas international scientific conference, 1st of December, 2023, Kaunas, Lithuania: abstract book.. Vilnius : Vilnius University Press, 2023. p. 76-77.. ISBN 9786090709931 |
| Keywords [eng] |
AI based chatbots ; adverse effect of chatbot service ; positive features of chatbot |
| Abstract [eng] |
AI-powered tools are not only used in the e-commerce sector but also in the public sector. Chatbots have gained popularity as effective tools for marketing and customer service (Colifa, 2020). Two major categories of chatbots are AI-powered or mechanical. Mechanical type of chatbots are dominating in Lithuanian public sector websites. Only the chatbots “Lietuvos pastas” and “Regitra” are AI-based. The research aims to identify aspects of customer satisfaction level towards the quality of communication features, as well as to pinpoint the areas that customers don’t like. To accomplish these aims, the surveys and pilot interviews were conducted and targeted to the users of selected chatbots. During the research, positive interest was seen in polite style of chatbot communication. Negative areas were also identified, such as the requirement to confirm website cookies for starting using the chatbot service and in some cases the links were provided which lacked comprehensive information. These features had an adverse effect to the customer satisfaction and would require improvement. |
| Published |
Vilnius : Vilnius University Press, 2023 |
| Type |
Conference paper |
| Language |
English |
| Publication date |
2023 |
| CC license |
|
