Print Email Facebook Twitter Value-sensitive Evaluation of Hybrid Human-AI Chatbots in Customer Services Title Value-sensitive Evaluation of Hybrid Human-AI Chatbots in Customer Services Author Lee, Quentin (TU Delft Electrical Engineering, Mathematics and Computer Science) Contributor Yang, J. (mentor) Houben, G.J.P.M. (graduation committee) Lukina, A. (graduation committee) Lippmann, P. (mentor) Degree granting institution Delft University of Technology Programme Computer Science Date 2022-12-14 Abstract The state-of-the-art shows the potential of chatbots and other Machine Learning (ML) models to perform many tasks of high quality. Especially chatbots are already used by many companies to assist their customer service. However, chatbots will likely never be able to perform all tasks perfectly. Therefore, it is still the question whether such a chatbot is valuable for a business. Current research fails to describe how chatbots should be evaluated to compute the value of a chatbot for a business. In this research, we design an evaluation framework capturing the value of a chatbot in customer service. This framework consists of several key dimensions which should be computed in order to determine the value of the chatbot. To show that this evaluation framework captures the value of a chatbot, we perform a case study on water utility companies in The Netherlands. This case study showed the designed evaluation framework does capture the value of a chatbot in customer service. Subject Chatbots for Customer ServiceValue-sensitive Machine LearningChatbot Evaluation To reference this document use: http://resolver.tudelft.nl/uuid:e769562e-7ded-452e-828d-9a2046e2189c Part of collection Student theses Document type master thesis Rights © 2022 Quentin Lee Files PDF Thesis_Quentin_Lee.pdf 1.89 MB Close viewer /islandora/object/uuid:e769562e-7ded-452e-828d-9a2046e2189c/datastream/OBJ/view