Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University
Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University
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聊天机器人可以帮助减少行政官员的工作量吗？
DOI：
10.1007/978-3-030-23522-2_45
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发表时间：
2019
期刊：
影响因子：
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通讯作者：
Younah Kang
中科院分区：
文献类型：
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作者：
Keeheon Lee;J. Jo;Jinyoung Kim;Younah Kang
最近，人们经常认为聊天机器人可以降低客户服务成本，同时处理多个客户，因此，它们被广泛用于行政工作。在这项研究中，我们开发了一个用于大学常见问题（FAQs）的聊天机器人，并将其部署到学生和部门办公室。然后，我们在两个有聊天机器人和没有聊天机器人的办公室进行了实验，以分析聊天机器人的引入是否会影响管理工作量。除了观察和聊天机器人使用的日志数据外，还使用美国国家航空航天局任务负载指数（NASA-TLX）问卷来测量办公室工作人员的工作量。这份报告包含了我们的发现和分析，讨论了聊天机器人的引入如何影响管理工作模式和员工的感知工作量。
Recently, it is often considered that chatbots can reduce customer service costs and handle a number of customers at the same time and thus, they have been widely used for administrative work. In this study, we developed a chatbot for Frequently Asked Questions (FAQs) in a college and deployed it to students and department offices. We then conducted an experiment with two offices, with and without chatbot, to analyze whether the introduction of chatbot affects the administrative workload. Office workers’ workloads were measured using the National Aeronautics and Space Administration Task Load Index (NASA-TLX) questionnaire in addition to observations and the log data of chatbot usage. This report contains our findings and analysis of how the introduction of chatbot influenced the administrative work patterns and the workers’ perceived workload.