![]() The System Usability Scale (SUS) is the most widely used standardized questionnaire for the assessment of perceived usability. Nowadays, opening large-scale generative models such as Generative Pre-trained Transformer 3 (GPT-3) by OpenAI or bidirectional encoder representations from transformers (BERT) by Google has the potential to accelerate chatbot development further. On the other hand, predicting appropriate responses to the user input is possible due to models constructed from large conversational datasets. Chatbots could utilize social media as immediate response hubs for customer inquiries. Social media and chatbots are very influential in helping MSME businesses communicate or strike a deal with customers. Most MSME businesses use social media platforms to sell their products and provide customer service via chatbots. Such tools can be made available to users via a variety of communication channels, including messaging chat services and many others and traditional channels such as web chat, short message service (SMS) and voice calls. IT related entities have enabled investments in developing frameworks for the development of chatbots. Using chatbots increases business effectiveness and enhances operations, management and marketing. The chatbot not only responds to customer questions and inquiries 24 hours a day, seven days a week, provides information instantly and interacts with customers, but it also helps collect customer behavior data to analyze trends based on customers' interests. During the pandemic, many businesses prioritized digitalization to implement chatbots to automate routine tasks and improve customer service. ![]() The pandemic highlighted the need for fast, remote and online customer service, which is one of the business benefits of implementing a chatbot. Little by little, MSMEs in Ecuador are incorporating chatbots to improve customer service. Numerous micro, small and medium enterprises (MSMEs), such as hotels, online retailers, educational institutes, fitness centers, bakeries, stationery stores and beauty salons, have started using chatbot technology to among other things: improve customer communication, optimize staff time, help improve customer satisfaction, assist customers in making purchasing decisions, provide information about services or products and answer frequently asked questions, thereby enhancing their service innovation practices in order to gain better competitive advantage. ![]() Nowadays, banks, businesses, the tourism industry, the education sector, the medical sector and governments, among others, have adopted chatbots as business development and competitiveness strategies. Chatbots are computer programs that allow interaction with users through a conversational interface and the use of natural language. Chatbots represent one of the most relevant trends within communication settings and managing relationships with consumers. Chatbots are a common emerging technology galvanized by artificial intelligence (AI) and machine learning with unparalleled business potential. The way of communicating has changed, and human-computer interaction systems, commonly known as chatbots or conversational agents, support this process. Today, conversational interfaces serve as a communication bridge between companies and customers. The full terms of this licence may be seen at Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. This article is published under the Creative Commons Attribution (CC BY 4.0) licence. Published in Applied Computing and Informatics. Copyright © 2022, Jorge Cordero, Luis Barba-Guaman and Franco Guamán License ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |