Communicating and transacting with chatbots : insights from public transport
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Anmeldedatum
Publikationsdatum
2017
Departement
School of Management and Law
Organisationseinheit
Institut für Marketing Management (IMM)
Publikationstyp
Konferenz: Paper
Begutachtung
Peer review (Abstract)
DOI
Konferenz
16th International Conference Applied Computing WWW/Internet 2017, Algarve, Portugal, 18-20 October 2017
Übergeordnetes Werk
Tagungsband
Proceedings of the International Conference WWW/Internet 2017
Zitierform
Band – Heft – Seitenzahlen - Artikelnummer
55-62
Reihe
Verlag
IADIS
ISBN
978-989-8533-69-2
Patentnummer
Veröffentlicht als
Zusammenfassung
Chatbots as a new information, communication and transaction channel enable businesses to reach their target audience through messenger apps like Facebook, WhatsApp or WeChat. Compared to traditional chats, bots are not handled by human persons, but software is leading through conversations. Latest chatbots developments in customer services and sales are remarkable. However, in the field of public transport, little research has been published on chatbots so far. With chatbots, train customers find out timetables, buy tickets and have a personal, digital travel advisor providing real-time and context-relevant information about trips. Chatbots collect and provide different data about users and their journey in public transportation systems. They include travel, product, service and content preferences, usage patterns, demographic and location-based data. Chatbots have different advantages and high potential for both companies and mobile users. They enable new user touch points, reduce service, sales and support costs, one-to-one marketing, new data collections and deep learning. Using chatbots, smartphone users can reach a company anytime and anywhere. The questioned users of a chatbot prototype are remarkably open to new mobile services and they quickly adapt to this innovative technology.
Beschreibung
Schlagwörter
Chatbot, Conversational commerce, Messenger service, Digital communication