Unterschiede
Hier werden die Unterschiede zwischen zwei Versionen angezeigt.
Beide Seiten der vorigen Revision Vorhergehende Überarbeitung Nächste Überarbeitung | Vorhergehende Überarbeitung | ||
arbeiten:chatbot_bei_krones [27.05.2019 13:42] – Martin Brockelmann | arbeiten:chatbot_bei_krones [16.09.2020 12:11] (aktuell) – [Data-Entry] wiv23079 | ||
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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 | + | |
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- | 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 | + | |
=== Erwartete Vorkenntnisse === | === Erwartete Vorkenntnisse === | ||
- | • JavaScript, besonders in Form von Node.js (mit Express.js) | + | - JavaScript, besonders in Form von Node.js (mit Express.js) |
- | • SQL Management Studio | + | |
- | • Tensor Flow | + | |
- | • SaaS Architekturen wie: | + | |
- | o Google DialogFlow | + | |
- | o IBM Watson | + | |
- | o Microsoft Botframework | + | |
- | o andere | + | |
=== Weiterführende Quellen === | === Weiterführende Quellen === | ||
- | • Dirksen, J. K., Schrills, J. N. (2018). Die Bedeutung von Chatbots im Kundenservice : Einsatzmöglichkeiten, | + | * Dirksen, J. K., Schrills, J. N. (2018). Die Bedeutung von Chatbots im Kundenservice : Einsatzmöglichkeiten, |
- | • McTear, M., Callejas, Z., & Griol, D. (2016). The conversational interface: Talking to smart devices. Springer. | + | |
- | • Moore, R. J., Szymanski, M. H., Arar, R., & Ren, G. J. (Eds.). (2018). Studies in Conversational UX Design. Springer. | + | |
- | • Khan, R., & Das, A. (2018). Build Better Chatbots. Apress. | + | |
- | • Jenkins, M. C., Churchill, R., Cox, S., & Smith, D. (2007, July). Analysis of user interaction with service oriented chatbot systems. In International Conference on Human-Computer Interaction (pp. 76-83). Springer, Berlin, Heidelberg. | + | |
- | • Ciechanowski, | + | |
- | • Biswas, M. (2018). AI and Bot Basics. In Beginning AI Bot Frameworks (pp. 1-23). Apress, Berkeley, CA. | + | |
- | • Wei, C., Yu, Z., & Fong, S. (2018, February). How to build a chatbot: Chatbot framework and its capabilities. In Proceedings of the 2018 10th International Conference on Machine Learning and Computing (pp. 369-373). ACM. | + | |
- | • D' | + | |
- | • Wadanka, K. V., Rahul, Y. W., & Taru, U. (2018). Chatbot: An Application of AI. International Journal of Research in Engineering, | + | |
- | • Yan, R., Song, Y., Zhou, X., & Wu, H. (2016, October). Shall i be your chat companion?: Towards an online human-computer conversation system. In Proceedings of the 25th ACM International on Conference on Information and Knowledge Management (pp. 649-658). ACM. | + | |
- | • Tatai, G., Csordás, A., Kiss, Á., Szaló, A., & Laufer, L. (2003, September). Happy chatbot, happy user. In International Workshop on Intelligent Virtual Agents (pp. 5-12). Springer, Berlin, Heidelberg. | + | |