{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,9,21]],"date-time":"2024-09-21T12:40:21Z","timestamp":1726922421164},"reference-count":8,"publisher":"SGEM WORLD SCIENCE (SWS) Scholarly Society","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2021,10,25]]},"abstract":"<jats:p>Artificial intelligence and its use is an integral part of modern business development, that makes it possible for companies to operate successfully in a competitive environment. This study identifies factors that influence consumer satisfaction with the use of chat robots (chatbots) in order to enable companies to improve their use and become more competitive. The study uses both secondary data analysis and expert interviews, chat bot user mapping and a survey. Within the framework of the research, the situation in the field of using chatbots in Latvia and in the world is described. The study finds that personalized chatbots are more efficient than neutral chatbots and provide a higher level of consumer satisfaction. In order to achieve the goal of the study, three tasks were set:1) to analyze the theoretical basis of chat bot implementation; 2) to describe the use of chat bots and the contribution to the company; 3)to explore user satisfaction with chatbots. A monographic or descriptive method was used to analyse the theoretical aspects of chatbots and their use, secondary data analysis and expert interviews were used to describe the situation, but in order to study consumer attitudes using chatbots, user sorting and surveys were conducted.<\/jats:p>","DOI":"10.35603\/sws.iscss.2021\/s04.14","type":"proceedings-article","created":{"date-parts":[[2022,4,1]],"date-time":"2022-04-01T09:29:44Z","timestamp":1648805384000},"page":"147-156","source":"Crossref","is-referenced-by-count":0,"title":["CHATBOT EFFECTIVENESS AND USER EXPERIENCE"],"prefix":"10.35603","volume":"8","author":[{"given":"Iveta","family":"Linina","sequence":"first","affiliation":[{"name":"Turiba University","place":["Latvia"]}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Katrina","family":"Villerte","sequence":"additional","affiliation":[{"name":"Turiba University","place":["Latvia"]}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Velga","family":"Vevere","sequence":"additional","affiliation":[{"name":"EKA University of Applied Sciences","place":["Latvia"]}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"21192","reference":[{"key":"ref=1","unstructured":"[1] Mishra, N., Kaipu, K., & Prasad , Y. The Role of Chatbots in Enhancing Staff Productivity of Network Service Providersin Bengaluru [Accessed 15, January, 2021] Available from: https:\/\/web.b.ebscohost.com\/ehost\/pdfviewer\/pdfviewer? vid=1&sid=29c9f61a-0a22-4b7b-9f72-7710322e6d4e%40sessionmgr101"},{"key":"ref=2","unstructured":"[2] Abbas, A. Chatbot 2019 Trends and Stats with Insider Reports. [Accessed 25 June, 2021] Available from: https:\/\/chatbotslife.com\/chatbot-2019-trends-and-stats-withinsider-reports-fb71697deee4"},{"key":"ref=3","unstructured":"[3] Popescu, C. A. Chatbots as Marketing Communication Tool [Accessed 21 April, 2021] Available from: https:\/\/web.b.ebscohost.com\/ehost\/pdfviewer\/pdfviewer?vid=1&sid=51b46a38- e1bf-48de-986b-596beb663efc%40sessionmgr102"},{"key":"ref=4","unstructured":"[4] Sandberg, D., Buzzo, D., & Slager, D. Can we Improve the User Experience ofChatbots with Personalisation? [Accesse 15July, 2021] Available from: https:\/\/www.researchgate.net\/profile\/DanielleDuijst\/publication\/318404775_Can_we_Improve_the_User_Experience_of_Chatbots_w ith_Personalisation\/links\/5967ba16a6fdcc18ea662ce7\/Can-we-Improve-the-UserExperience-of-Chatbots-with-Personalisation.pdf"},{"key":"ref=5","doi-asserted-by":"crossref","unstructured":"[5] Hewitt, T. & Beaver, I. Case Study of User Communication Styles with Customer ServiceAgents versus Intelligent Virtual Agents. Proceedings of the SIGdial 2020 Conference, 01-03 July 2020. [Accessed 21 July, 2021] Available from: https:\/\/www.aclweb.org\/anthology\/2020.sigdial-1.11.pdf","DOI":"10.18653\/v1\/2020.sigdial-1.11"},{"key":"ref=6","unstructured":"[6] Dahiya, M. A Tool of Conversation: Chatbot [Accessed 15 July, 2021] Available from: https:\/\/www.researchgate.net\/profile\/Menal-Dahiya\/publication\/321864990_A_Tool_of_Conversation_Chatbot\/links\/5a360b02aca27247 eddea031\/A-Tool-of-Conversation-Chatbot.pdf"},{"key":"ref=7","unstructured":"[7] Peksa, J. 73% lietotaju ir apmierinati ar virtualo asistentu darbibu. [Accessed 10 May, 2021] Available from: https:\/\/ir.lv\/2020\/01\/21\/73-lietotaju-ir-apmierinati-arvirtualo-asistentu-darbibu\/"},{"key":"ref=8","unstructured":"[8] Hildebrand, C. & Bergner, A. AI-Driven Sales Automation: Using Chatbots to Boost Sales [Accessed 15 June, 2021] Available from: https:\/\/web.b.ebscohost.com\/ehost\/pdfviewer\/pdfviewer? vid=1&sid=92d55295-40a9-4e46-8bbf-c9d9c46f154f%40sessionmgr101"}],"event":{"number":"8","sponsor":["SGEM WORLD SCIENCE (SWS) Scholarly Society, Austria"],"acronym":"ISCSS, 2021","name":"8th SWS International Scientific Conference on SOCIAL SCIENCES - ISCSS 2021","start":{"date-parts":[[2021,8,19]]},"theme":"Social Sciences","location":"Albena, Bulgaria","end":{"date-parts":[[2021,8,22]]}},"container-title":["SWS International Scientific Conference on Social Sciences - ISCSS","8th SWS International Scientific Conferences on SOCIAL SCIENCES - ISCSS Proceedings, 2021"],"original-title":[],"deposited":{"date-parts":[[2024,9,21]],"date-time":"2024-09-21T11:58:18Z","timestamp":1726919898000},"score":1,"resource":{"primary":{"URL":"https:\/\/ssalibrary.at\/sgem_jresearch_publication_view.php?page=view&editid1=4630"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2021,10,25]]},"references-count":8,"URL":"https:\/\/doi.org\/10.35603\/sws.iscss.2021\/s04.14","relation":{},"ISSN":["2682-9959"],"issn-type":[{"type":"print","value":"2682-9959"}],"subject":[],"published":{"date-parts":[[2021,10,25]]}}}