Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University

Keeheon Lee, Jeongwon Jo, Jinyoung Kim, Youn Ah Kang

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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.

Original languageEnglish
Title of host publicationHCI International 2019 - Posters - 21st International Conference, HCII 2019, Proceedings
EditorsConstantine Stephanidis
PublisherSpringer Verlag
Pages348-354
Number of pages7
ISBN (Print)9783030235215
DOIs
Publication statusPublished - 2019 Jan 1
Event21st International Conference on Human-Computer Interaction, HCI International 2019 - Orlando, United States
Duration: 2019 Jul 262019 Jul 31

Publication series

NameCommunications in Computer and Information Science
Volume1032
ISSN (Print)1865-0929

Conference

Conference21st International Conference on Human-Computer Interaction, HCI International 2019
CountryUnited States
CityOrlando
Period19/7/2619/7/31

Fingerprint

Workload
NASA
Students
Customers
Costs
Datalog
Experiments
Questionnaire
Experiment
Observation

All Science Journal Classification (ASJC) codes

  • Computer Science(all)
  • Mathematics(all)

Cite this

Lee, K., Jo, J., Kim, J., & Kang, Y. A. (2019). Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University. In C. Stephanidis (Ed.), HCI International 2019 - Posters - 21st International Conference, HCII 2019, Proceedings (pp. 348-354). (Communications in Computer and Information Science; Vol. 1032). Springer Verlag. https://doi.org/10.1007/978-3-030-23522-2_45
Lee, Keeheon ; Jo, Jeongwon ; Kim, Jinyoung ; Kang, Youn Ah. / Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University. HCI International 2019 - Posters - 21st International Conference, HCII 2019, Proceedings. editor / Constantine Stephanidis. Springer Verlag, 2019. pp. 348-354 (Communications in Computer and Information Science).
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Lee, K, Jo, J, Kim, J & Kang, YA 2019, Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University. in C Stephanidis (ed.), HCI International 2019 - Posters - 21st International Conference, HCII 2019, Proceedings. Communications in Computer and Information Science, vol. 1032, Springer Verlag, pp. 348-354, 21st International Conference on Human-Computer Interaction, HCI International 2019, Orlando, United States, 19/7/26. https://doi.org/10.1007/978-3-030-23522-2_45

Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University. / Lee, Keeheon; Jo, Jeongwon; Kim, Jinyoung; Kang, Youn Ah.

HCI International 2019 - Posters - 21st International Conference, HCII 2019, Proceedings. ed. / Constantine Stephanidis. Springer Verlag, 2019. p. 348-354 (Communications in Computer and Information Science; Vol. 1032).

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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Lee K, Jo J, Kim J, Kang YA. Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University. In Stephanidis C, editor, HCI International 2019 - Posters - 21st International Conference, HCII 2019, Proceedings. Springer Verlag. 2019. p. 348-354. (Communications in Computer and Information Science). https://doi.org/10.1007/978-3-030-23522-2_45