Abstract
Recently, it is often considered that chatbots can reduce customer service costs and handle a number of customers at the same time and thus, they have been widely used for administrative work. In this study, we developed a chatbot for Frequently Asked Questions (FAQs) in a college and deployed it to students and department offices. We then conducted an experiment with two offices, with and without chatbot, to analyze whether the introduction of chatbot affects the administrative workload. Office workers’ workloads were measured using the National Aeronautics and Space Administration Task Load Index (NASA-TLX) questionnaire in addition to observations and the log data of chatbot usage. This report contains our findings and analysis of how the introduction of chatbot influenced the administrative work patterns and the workers’ perceived workload.
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Acknowledgment
This work has been conducted with the support of the “Design Engineering Postgraduate Schools (N0001436)” program, a R&D project initiated by the Ministry of Trade, Industry and Energy of the Republic of Korea.
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Lee, K., Jo, J., Kim, J., Kang, Y. (2019). Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University. In: Stephanidis, C. (eds) HCI International 2019 - Posters. HCII 2019. Communications in Computer and Information Science, vol 1032. Springer, Cham. https://doi.org/10.1007/978-3-030-23522-2_45
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DOI: https://doi.org/10.1007/978-3-030-23522-2_45
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