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.
|Title of host publication||HCI International 2019 - Posters - 21st International Conference, HCII 2019, Proceedings|
|Number of pages||7|
|Publication status||Published - 2019|
|Event||21st International Conference on Human-Computer Interaction, HCI International 2019 - Orlando, United States|
Duration: 2019 Jul 26 → 2019 Jul 31
|Name||Communications in Computer and Information Science|
|Conference||21st International Conference on Human-Computer Interaction, HCI International 2019|
|Period||19/7/26 → 19/7/31|
Bibliographical noteFunding Information:
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.
All Science Journal Classification (ASJC) codes
- Computer Science(all)