Improving handovers between a public service chatbot and chat employees: an affordances perspective : A case study in Norwegian Labour and Welfare Administration

Abstract

Usage of chatbots in organisations has progressively increased over the last years. Chatbots are being used by companies in a variety of ways, such as automatic handling of customer inquiries, automation of mundane tasks internally, smart personal assistance, and as a medium between service providers and users. […] This thesis focuses on this handover, specifically between a public service chatbot and chat employees. Specifically, the interaction between the chatbot Frida used by the Norwegian Labour and Welfare Administration (NAV) and the chat employees at NAV contact centre (NKS).