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Automatization of Customer Service: Could a Chatbot Answer Statistical Questions ?

Automatization of Customer Service: Could a Chatbot Answer Statistical Questions ?. Why a chatbot ?. Statistics Finland customer service : Phone Email Chat Good service , but not as much of it as we’d like Limited hours Chat ” hidden ” to avoid overtaxing personell

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Automatization of Customer Service: Could a Chatbot Answer Statistical Questions ?

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  1. Automatization of Customer Service: Could a ChatbotAnswer Statistical Questions? Katri Haverinen, Statistics Finland, katri.haverinen@stat.fi

  2. Why a chatbot? • Statistics Finland customerservice: • Phone • Email • Chat • Goodservice, butnot as much of it as we’dlike • Limited hours • Chat ”hidden” to avoidovertaxingpersonell • Ties educatedpeople to answer routine questions Katri Haverinen, Statistics Finland

  3. ”Thechatproject” • Part of a large-scalewebsiterenewal • Spring to autumn 2018 • Questions • On whattopicsdothecustomerschat to us? • Arethequestions ”easy” or ”difficult”? • Arethererepeatingquestions? • Whatare some potentialeffectsthatautomatizationcouldhave on thecustomerservice? Katri Haverinen, Statistics Finland

  4. Types of discussions Katri Haverinen, Statistics Finland

  5. Topics of discussions Katri Haverinen, Statistics Finland

  6. Repeatingquestions • Broad definition: twoquestionsarethesameiftheycanbeansweredbythesame (automatized) answer • Approximately 31% of allquestionswererepeated Katri Haverinen, Statistics Finland

  7. Difficulty of thequestions • Whatkind of questionsareautomatizable? • Project: canwrite an answerbeforehand • Notknown: • Exactskills of thepotentiallychosenchatbot • Futurecontents and structure of thewebsite Katri Haverinen, Statistics Finland

  8. Difficulty of thequestions, cont. • An optimistic prediction: about 55% of thecustomerquestionswereautomatizable Katri Haverinen, Statistics Finland

  9. Customerlanguage • Relativelysimple • Vocabulary: mostly general language, recognizableby an automatictool • Biggestissue: spellingerrors Katri Haverinen, Statistics Finland

  10. Potentialeffects: good + enablingstaff to concentrate on hardquestions + betteravailability for thechat Katri Haverinen, Statistics Finland

  11. Potentialeffects: bad • attempting to givetoodetailedanswers • general answersnotbeingenough for customers • an advancedbotlearningundesirablethings Katri Haverinen, Statistics Finland

  12. Potentialeffects: to consider ? morequestionsaltogether ? newkind of work for customerservice Katri Haverinen, Statistics Finland

  13. Conclusions • Project cautiouslyrecommendedautomatization • Technology choicesshouldbeconsideredcarefully Katri Haverinen, Statistics Finland

  14. Thankyou! Robot and space illustrations: Unrestricted Stock

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