Unterschiede
Hier werden die Unterschiede zwischen zwei Versionen angezeigt.
Beide Seiten der vorigen Revision Vorhergehende Überarbeitung Nächste Überarbeitung | Vorhergehende Überarbeitung Nächste ÜberarbeitungBeide Seiten der Revision | ||
arbeiten:chatbot_bei_krones [27.05.2019 13:48] – Martin Brockelmann | arbeiten:chatbot_bei_krones [01.10.2019 11:43] – [Data-Entry] Martin Brockelmann | ||
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- | Thema | + | Thema : Acceptance of and Interaction with AI – development and evaluation of an intelligent B2B Chatbot using a software as a service architecture with a recommender system at Krones |
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=== Hintergrund === | === Hintergrund === | ||
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In the world of business customer satisfaction is very important. In our busy time it is increasingly difficult to process and answer all requests. Customers want to know everything about any kind of topic and best of all immediately. In recent years dialogue agents became more popular, because they grew more intelligent in understanding human language and more powerful backed by AI. As most requests come in form of text it is a reasonable conclusion to connect a chatbot with available company information and let them serve customer needs. | In the world of business customer satisfaction is very important. In our busy time it is increasingly difficult to process and answer all requests. Customers want to know everything about any kind of topic and best of all immediately. In recent years dialogue agents became more popular, because they grew more intelligent in understanding human language and more powerful backed by AI. As most requests come in form of text it is a reasonable conclusion to connect a chatbot with available company information and let them serve customer needs. | ||
The chatbot developed in this thesis will be used in the contact form to interact with customers. After understanding the need, it will have two main functions: 1. Give a suitable answer from the source data. 2. If the request cannot be resolved, gather more information about the request and send it to the right person or group. | The chatbot developed in this thesis will be used in the contact form to interact with customers. After understanding the need, it will have two main functions: 1. Give a suitable answer from the source data. 2. If the request cannot be resolved, gather more information about the request and send it to the right person or group. | ||
- | This should increase customer satisfaction through immediate feedback and reduce the workload | + | This should increase customer satisfaction through immediate feedback and reduce the workload |
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=== Konkrete Aufgaben === | === Konkrete Aufgaben === | ||
- | 1. Akzeptanz- und Erfolgsfaktoren ermitteln in Vorbereitung auf die Evaluation | + | - Akzeptanz- und Erfolgsfaktoren ermitteln in Vorbereitung auf die Evaluation |
- | 2. SaaS Architekturen den definierten Kriterien nach betrachten und vergleichen | + | |
- | 3. Konzerninformationen aufbereiten | + | |
- | - Model erstellen, wohin Anfragen geleitet werden sollen (Anhand von Emailverläufen) | + | |
- | - Antworten auf Emails -> häufig benötigte Information Klustern | + | |
- | - FAQs | + | |
- | - andere | + | |
- | 4. Recommendersystem entwickeln, welches das Informationsbedürfnis auf die aufbereitete Information abbildet | + | |
- | 5. Interaktionsdesign erstellen | + | |
- | 6. Chatbot mit ausgewählter SaaS Architektur umsetzen | + | |
- | 7. Evaluation mit Fokus auf Akzeptanz und Interaktion | + | |
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- | - | ||
- SaaS Architekturen wie: | - SaaS Architekturen wie: | ||
- | * Google DialogFlow | + | - * Google DialogFlow |
- | * IBM Watson | + | |
- | * Microsoft Botframework | + | |
- | * andere | + | |