Logo do repositório

Percorrer por autor "Demund, Jennifer"

A mostrar 1 - 1 de 1
  • Digital transformation in the utility industry : determination of potential benefits associated with virtual agents
    Publication . Demund, Jennifer; Pinho, André
    In recent years companies have been investing in Digital Transformation with the aim to increase efficiency and improve business processes. Virtual agents, also known as chatbots, represent one important trend within digitization. They are able to “simulate a natural person and exchange vital information with a human” (Nwankwo, 2018) and are increasingly deployed in customer services. In the utility industry virtual agents are still rare, but pioneers are already starting to discover the opportunities of this technology. This thesis aims at identifying potential benefits generated by the implementation of chatbots in customer services. It elaborates on the attitude of customers towards chatbots and potential savings that can currently and prospectively be achieved in the utility industry. Findings are based on a customer survey and expert interviews. Survey results indicate that customer predominantly prefer using chatbots to receive answers to simple questions and get them quickly and uncomplicated. Furthermore, employees are required as a backup in case the chatbot is not capable of resolving customer requests. Saving calculations reveal that chatbots have the potential to cut service center costs by 21% based on chatbots handling 68% of customer requests. It is recommended for utility organizations to deploy virtual agents as a complementation of service center employees.
    2019-01-28Dissertação de mestrado Acesso restrito Ver mais