Haagsma, Melle (2023) Chatbot speaking, how can I help you? Bachelor thesis.
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Abstract
In the modern world, many different work sectors have gone through the process of automation. Human labour is constantly being replaced by machine labour. Due to cost efficiency reasons this process will continue on, even in sectors where a machine cannot so easily take over the work that a human does. In the customer service sector, there is a trend going on where so called ‘chatbots’ which are powered by A.I. are being used to help answer the questions of customers. In this research a study was done on the effects of these A.I. powered systems on the customer service sector in the Netherlands. The customer service company YOURCE was used as a case study to find out what these systems are, which tasks they are taking over and if this change can lead to job loss in the sector. By doing multiple interviews it was found that the potential that A.I. systems have is limitless . They can take over all tasks that customer service workers have. This trend is held back however by the importance of human-to-human contact in customer service. The customers need for empathy is of such an importance that they it is unlikely that they would accept a complete take over by A.I. systems. Further research is needed to see how the automation process differs between companies.
| Item Type: | Thesis (Bachelor) |
|---|---|
| Degree programme: | Human Geography and Planning |
| Supervisor: | Kruijf, B.J. de and Edzes, A.J.E. |
| Date Deposited: | 28 Aug 2023 09:56 |
| Last Modified: | 28 Aug 2023 09:56 |
| URI: | https://frw.studenttheses.ub.rug.nl/id/eprint/4346 |
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