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Title:
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COMMUNICATING AND TRANSACTING WITH CHATBOTS: INSIGHTS FROM PUBLIC TRANSPORT |
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Author(s):
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Darius Zumstein and Sophie Hundertmark |
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ISBN:
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978-989-8533-69-2 |
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Editors:
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Pedro Isaías and Hans Weghorn |
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Year:
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2017 |
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Edition:
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Single |
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Keywords:
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Chatbots, chat, bots, messenger services, digital communication, digital customer services, conversational commerce |
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Type:
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Full Paper |
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First Page:
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55 |
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Last Page:
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62 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Chatbots as a new information, communication and transaction channel enable businesses to reach their target audience through messenger apps like Facebook, WhatsApp or WeChat. Compared to traditional chats, bots are not handled by human persons, but software is leading through conversations. Latest chatbots developments in customer services and sales are remarkable. However, in the field of public transport, little research has been published on chatbots so far. With chatbots, train customers find out timetables, buy tickets and have a personal, digital travel advisor providing real-time and context-relevant information about trips. Chatbots collect and provide different data about users and their journey in public transportation systems. They include travel, product, service and content preferences, usage patterns, demographic and location-based data. Chatbots have different advantages and high potential for both companies and mobile users. They enable new user touch points, reduce service, sales and support costs, one-to-one marketing, new data collections and deep learning. Using chatbots, smartphone users can reach a company anytime and anywhere. The questioned users of a chatbot prototype are remarkably open to new mobile services and they quickly adapt to this innovative technology. |
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