@phdthesis{Guo,
  type      = {Bachelor Thesis},
  author    = {Lisa Guo},
  title     = {The applications, customer expectations, key challenges and optimizations of social bots and chatbots in customer service in the automobile industry. A Daimler case study},
  pages     = {126},
  abstract  = {Rapid changes and advancement in technology are characterized in today’s economy, which has especially changed the nature of customer service. Customers are expecting more convenience and faster service while companies cope with this demand by increasingly utilizing automation processes, such as chatbots or social bots. While chatbots and social bots have great potential to be utilized in customer service, there has been little research that describes the possible applications, customer expectations and key challenges in their implementation. This study aimed to narrow this research gap by conducting a case study at the Daimler AG in Germany. Six expert interviews were conducted at the Daimler AG and a customer survey with 46 respondents was executed to explore the applications of social bots and chatbots as well as key challenges in the implementation of chatbots. Potential applications of social bots and two utilization types of chatbots were identified. In addition, a total of 14 key challenges were explored. These challenges can be combated with 19 optimization proposals, which help ensure a successful implementation of chatbots in customer service. This thesis ends with four recommendations that can be used by future managers of bot projects. These are: Transfer information about bots to all involved parties, enhance the conversational aspect, optimize the content development and expand the bot’s abilities.},
  language  = {de}
}