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Behind the Chatbot: Investigate the Design Process of Commercial Conversational Experience
KTH, School of Electrical Engineering and Computer Science (EECS).
2019 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The messaging-based conversational interfaces, commonly called Chatbots, have seen massive growth lately. With the proliferation of Chatbots, there is a growing demand for a better understanding of the design practices behind conversational user experience. This thesis looked into the design process of a Chatbot-based project built on the RCS business messaging platform, and the workflow was investigated through contextual inquiry and critical incident interview techniques. The challenges experienced by practitioners from different disciplines are detailed, with a focus on their respective work tasks and practices.

Abstract [sv]

De meddelandebaserade konversationsgränssnitten, vanligtvis kallade Chatbots, har sett en enorm tillväxt den senaste tiden. Med spridningen av Chatbots finns det en växande efterfrågan på en bättre förståelse för designmetoderna bakom konversationsanvändarupplevelse. Denna avhandling tittade på designprocessen för ett Chatbot-baserat projekt byggt på RCS-affärsmeddelandeplattformen, och arbetsflödet undersöktes genom kontextuell undersökning och tekniker för intervjuad kritisk incident. Utmaningarna som utövarna från olika discipliner upplever är detaljerade med fokus på sina respektive arbetsuppgifter och arbetsmetoder.

Place, publisher, year, edition, pages
2019. , p. 12
Series
TRITA-EECS-EX ; 2019:681
Keywords [en]
Interaction Design; Chatbot; Conversational Interfaces; UX Design; Conversational Commerce; Design Research; Contextual Inquiry; Incident Interview.
National Category
Computer and Information Sciences
Identifiers
URN: urn:nbn:se:kth:diva-265544OAI: oai:DiVA.org:kth-265544DiVA, id: diva2:1377968
Supervisors
Examiners
Available from: 2020-01-29 Created: 2019-12-13 Last updated: 2020-01-29Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
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  • vancouver
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More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
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  • Other locale
More languages
Output format
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