| Publication type: | Conference paper |
| Type of review: | Peer review (abstract) |
| Title: | Communicating and transacting with chatbots : insights from public transport |
| Authors: | Zumstein, Darius Hundertmark, Sophie |
| Proceedings: | Proceedings of the International Conference WWW/Internet 2017 |
| Editors of the parent work: | Isaías, Pedro Weghorn, Hans |
| Page(s): | 55 |
| Pages to: | 62 |
| Conference details: | 16th International Conference Applied Computing WWW/Internet 2017, Algarve, Portugal, 18-20 October 2017 |
| Issue Date: | 2017 |
| Publisher / Ed. Institution: | IADIS |
| ISBN: | 978-989-8533-69-2 |
| Language: | English |
| Subjects: | Chatbot; Conversational commerce; Messenger service; Digital communication |
| Subject (DDC): | 006: Special computer methods 380: Transportation |
| Abstract: | 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. |
| URI: | http://www.iadisportal.org/digital-library/communicating-and-transacting-with-chatbots-insights-from-public-transport https://digitalcollection.zhaw.ch/handle/11475/15640 |
| Fulltext version: | Published version |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | School of Management and Law |
| Organisational Unit: | Institute of Marketing Management (IMM) |
| Appears in collections: | Publikationen School of Management and Law |
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Zumstein, D., & Hundertmark, S. (2017). Communicating and transacting with chatbots : insights from public transport [Conference paper]. In P. Isaías & H. Weghorn (Eds.), Proceedings of the International Conference WWW/Internet 2017 (pp. 55–62). IADIS. http://www.iadisportal.org/digital-library/communicating-and-transacting-with-chatbots-insights-from-public-transport
Zumstein, D. and Hundertmark, S. (2017) ‘Communicating and transacting with chatbots : insights from public transport’, in P. Isaías and H. Weghorn (eds) Proceedings of the International Conference WWW/Internet 2017. IADIS, pp. 55–62. Available at: http://www.iadisportal.org/digital-library/communicating-and-transacting-with-chatbots-insights-from-public-transport.
D. Zumstein and S. Hundertmark, “Communicating and transacting with chatbots : insights from public transport,” in Proceedings of the International Conference WWW/Internet 2017, 2017, pp. 55–62. [Online]. Available: http://www.iadisportal.org/digital-library/communicating-and-transacting-with-chatbots-insights-from-public-transport
ZUMSTEIN, Darius und Sophie HUNDERTMARK, 2017. Communicating and transacting with chatbots : insights from public transport. In: Pedro ISAÍAS und Hans WEGHORN (Hrsg.), Proceedings of the International Conference WWW/Internet 2017 [online]. Conference paper. IADIS. 2017. S. 55–62. ISBN 978-989-8533-69-2. Verfügbar unter: http://www.iadisportal.org/digital-library/communicating-and-transacting-with-chatbots-insights-from-public-transport
Zumstein, Darius, and Sophie Hundertmark. 2017. “Communicating and Transacting with Chatbots : Insights from Public Transport.” Conference paper. In Proceedings of the International Conference WWW/Internet 2017, edited by Pedro Isaías and Hans Weghorn, 55–62. IADIS. http://www.iadisportal.org/digital-library/communicating-and-transacting-with-chatbots-insights-from-public-transport.
Zumstein, Darius, and Sophie Hundertmark. “Communicating and Transacting with Chatbots : Insights from Public Transport.” Proceedings of the International Conference WWW/Internet 2017, edited by Pedro Isaías and Hans Weghorn, IADIS, 2017, pp. 55–62, http://www.iadisportal.org/digital-library/communicating-and-transacting-with-chatbots-insights-from-public-transport.
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