Improving Customer Service Through Rapid Prototyping of Data Exploration Chatbots

What is it about?

This paper introduces the idea of using human-centered chatbots to improve user experience while also reducing industry costs. It details a framework that allows to easily create human-centered chatbots and lays down the foundations for a future user study for validating every claim.

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Photo by Volodymyr Hryshchenko on Unsplash

Photo by Volodymyr Hryshchenko on Unsplash

Why is it important?

Including users in the process of designing new systems is vitally important, as most systems are made to be used by a human. However, most companies disregard users, as involving them is perceived costly. Creating a framework to aid the inclusion may lower the costs of such activity. This paper presents a joint effort with a company )in its real world setting) in a first test of such a framework.