Einsatz von Chatbots zur Unterstützung des Kundenservices

Abstract

Chatbots are becoming increasingly important in customer service as they enable companies to reduce costs while providing round-the-clock customer support. Despite these advantages, however, it remains unclear how the service quality of a chatbot compares directly with human customer service. In particular, the question arises to what extent chatbots are able to meet customer expectations and ensure a satisfactory interaction. This thesis deals with the development and evaluation of a specially trained chatbot for the company Jysk. As part of a design science research approach, a chatbot is designed and trained with real customer requests to enable a practical simulation of customer interactions. The chatbot will then be tested in an empirical study with customers, using structured surveys to determine how the chatbot compares to human customer service in terms of service quality, user-friendliness and customer satisfaction. The insights gained should help to better understand the potential and limitations of AI-supported customer service solutions and provide implications for the future use of chatbots in customer service.

Date of Award	2025
Original language	German (Austria)
Awarding Institution	Johannes Kepler University Linz
Supervisor	Gerald Petz (Supervisor)