Reconfiguring the Customer Service Domain: Perspectives of Managers, Conversational Designers, and Human Agents on Human–Chatbot Collaboration

Gabriëlla Martijn, Charlotte Van Hooijdonk (), Florian Kunneman () and Hans Hoeken ()
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Gabriëlla Martijn: Faculty of Humanities, Utrecht University, Trans 10, Utrecht, 3512 JK, The Netherlands
Charlotte Van Hooijdonk: Faculty of Humanities, Utrecht University, Trans 10, Utrecht, 3512 JK, The Netherlands
Florian Kunneman: Faculty of Humanities, Utrecht University, Trans 10, Utrecht, 3512 JK, The Netherlands
Hans Hoeken: Faculty of Humanities, Utrecht University, Trans 10, Utrecht, 3512 JK, The Netherlands

International Journal of Innovation and Technology Management (IJITM), 2024, vol. 21, issue 04, 1-28

Abstract: This study explored the criteria for evaluating human–chatbot collaboration in customer service using the socio-technical systems theory. Interviews with 28 customer service managers, conversational designers, and human agents revealed their evaluation criteria diverged. Managers prioritized the chatbot’s technical capabilities and preferred a standalone customer service chatbot, while conversational designers prioritized the social aspect, focusing on the chatbot as a support tool for human agents and customers. Human agents mainly evaluated the chatbot as a means to increase job satisfaction. These distinct criteria highlight the importance of an aligned approach in human–chatbot collaboration. To improve this collaboration, integrating the chatbot into customer data systems was suggested.

Keywords: Chatbots; customer service; human–chatbot collaboration; humbots; interview study (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1142/S0219877024500287

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