arbeiten:chatbot_bei_krones

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arbeiten:chatbot_bei_krones [27.05.2019 13:42] – Martin Brockelmannarbeiten:chatbot_bei_krones [29.10.2019 12:35] – [Data-Entry] Martin Brockelmann
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-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. +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 
-Art_thesistypes             : MA +Art_thesistypes                        : MA 
-Betreuer_thesisadvisor      : Martin Brockelmann +BetreuerIn_thesisadvisor               : Martin Brockelmann 
-Student                     : Maximilian Müller +BearbeiterIn                           : Max Müller 
-Professor_thesisprofessor   : Christian Wolff +ErstgutachterIn_thesisprofessor        : Bernd Ludwig 
-Status_thesisstate         : ausgeschrieben +ZweitgutachterIn_secondthesisprofessor : Christian Wolff #  
-Stichworte_thesiskeywords   : Krones, Chatbot +Status_thesisstate                     : in Bearbeitung 
-angelegt_dt                 : 2019-05-27 +Stichworte_thesiskeywords              : Krones, Chatbot 
-Beginn_dt                   : 2019-05-20 +angelegt_dt                            : 2019-05-27 
-Anmeldung_dt                :  +Beginn_dt                              : 2019-05-20 
-Antrittsvortrag_dt          :  +Anmeldung_dt                           :  
-Abschlussvortrag_dt         :  +Antrittsvortrag_dt                     : 2019-10-21 
-Ende_dt                     : +Abschlussvortrag_dt                    : 2019-11-18 
 +Abgabe_dt                              : 2019-10-30 
 +Textlizenz_textlicense                 : Unbekannt #  
 +Codelizenz_codelicense                 : Unbekannt # 
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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 in employees in distributing the request automatically. +This should increase customer satisfaction through immediate feedback and reduce the workload of employees in distributing the request automatically. 
  
  
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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 +  - SaaS Architekturen den definierten Kriterien nach betrachten und vergleichen 
-3. Konzerninformationen aufbereiten +  - Konzerninformationen aufbereiten 
-  * Model erstellen, wohin Anfragen geleitet werden sollen (Anhand von Emailverläufen) +  -   - Model erstellen, wohin Anfragen geleitet werden sollen (Anhand von Emailverläufen) 
-  * Antworten auf Emails -> häufig benötigte Information Klustern +  -   - Antworten auf Emails -> häufig benötigte Information Klustern 
-  * FAQs +  -   - FAQs 
-  * andere +  -   - andere 
-4. Recommendersystem entwickeln, welches das Informationsbedürfnis auf die aufbereitete Information abbildet +  - Recommendersystem entwickeln, welches das Informationsbedürfnis auf die aufbereitete Information abbildet 
-5. Interaktionsdesign erstellen +  - Interaktionsdesign erstellen 
-6. Chatbot mit ausgewählter SaaS Architektur umsetzen +  - Chatbot mit ausgewählter SaaS Architektur umsetzen 
-7. Evaluation mit Fokus auf Akzeptanz und Interaktion+  - 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 +  -   SQL Management Studio 
-• Tensor Flow +  -   Tensor Flow 
-• SaaS Architekturen wie: +  -   SaaS Architekturen wie: 
-o Google DialogFlow +  -   * Google DialogFlow 
-o IBM Watson +  -   * IBM Watson 
-o Microsoft Botframework +  -   * Microsoft Botframework 
-o andere+  -   * andere
  
  
 === Weiterführende Quellen === === Weiterführende Quellen ===
  
-• Dirksen, J. K., Schrills, J. N. (2018). Die Bedeutung von Chatbots im Kundenservice :  Einsatzmöglichkeiten, Akzeptanz und Erfolgsfaktoren. Shaker. +  * Dirksen, J. K., Schrills, J. N. (2018). Die Bedeutung von Chatbots im Kundenservice :  Einsatzmöglichkeiten, Akzeptanz und Erfolgsfaktoren. Shaker. 
-• McTear, M., Callejas, Z., & Griol, D. (2016). The conversational interface: Talking to smart devices. Springer. +  * 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. +  * 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. +  * 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. +  * 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, L., Przegalinska, A., & Wegner, K. (2017, July). The necessity of new paradigms in measuring human-chatbot interaction. In International Conference on Applied Human Factors and Ergonomics (pp. 205-214). Springer, Cham. +  * Ciechanowski, L., Przegalinska, A., & Wegner, K. (2017, July). The necessity of new paradigms in measuring human-chatbot interaction. In International Conference on Applied Human Factors and Ergonomics (pp. 205-214). Springer, Cham. 
-• Biswas, M. (2018). AI and Bot Basics. In Beginning AI Bot Frameworks (pp. 1-23). Apress, Berkeley, CA. +  * 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. +  * 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'silva, G. M., Thakare, S., More, S., & Kuriakose, J. (2017, February). Real world smart chatbot for customer care using a software as a service (SaaS) architecture. In 2017 International Conference on I-SMAC (IoT in Social, Mobile, Analytics and Cloud)(I-SMAC) (pp. 658-664). IEEE. +  * D'silva, G. M., Thakare, S., More, S., & Kuriakose, J. (2017, February). Real world smart chatbot for customer care using a software as a service (SaaS) architecture. In 2017 International Conference on I-SMAC (IoT in Social, Mobile, Analytics and Cloud)(I-SMAC) (pp. 658-664). IEEE. 
-• Wadanka, K. V., Rahul, Y. W., & Taru, U. (2018). Chatbot: An Application of AI. International Journal of Research in Engineering, Science and Management, 1(9), 139-141. +  * Wadanka, K. V., Rahul, Y. W., & Taru, U. (2018). Chatbot: An Application of AI. International Journal of Research in Engineering, Science and Management, 1(9), 139-141. 
-• 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. +  * 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.+  * 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.