Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University

Keeheon Lee; Jeongwon Jo; Jinyoung Kim; Younah Kang

doi:10.1007/978-3-030-23522-2_45

Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University

Keeheon Lee, Jeongwon Jo, Jinyoung Kim, Younah Kang

Techno-Art Division

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

31 Citations (Scopus)

Abstract

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.

Original language	English
Title of host publication	HCI International 2019 - Posters - 21st International Conference, HCII 2019, Proceedings
Editors	Constantine Stephanidis
Publisher	Springer Verlag
Pages	348-354
Number of pages	7
ISBN (Print)	9783030235215
DOIs	https://doi.org/10.1007/978-3-030-23522-2_45
Publication status	Published - 2019
Event	21st International Conference on Human-Computer Interaction, HCI International 2019 - Orlando, United States Duration: 2019 Jul 26 → 2019 Jul 31

Publication series

Name	Communications in Computer and Information Science
Volume	1032
ISSN (Print)	1865-0929
ISSN (Electronic)	1865-0937

Conference

Conference	21st International Conference on Human-Computer Interaction, HCI International 2019
Country/Territory	United States
City	Orlando
Period	19/7/26 → 19/7/31

Bibliographical note

Publisher Copyright:
© Springer Nature Switzerland AG 2019.

All Science Journal Classification (ASJC) codes

General Computer Science
General Mathematics

Access to Document

10.1007/978-3-030-23522-2_45

Cite this

Lee, K., Jo, J., Kim, J., & Kang, Y. (2019). Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University. In C. Stephanidis (Ed.), HCI International 2019 - Posters - 21st International Conference, HCII 2019, Proceedings (pp. 348-354). (Communications in Computer and Information Science; Vol. 1032). Springer Verlag. https://doi.org/10.1007/978-3-030-23522-2_45

Lee, Keeheon ; Jo, Jeongwon ; Kim, Jinyoung et al. / Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University. HCI International 2019 - Posters - 21st International Conference, HCII 2019, Proceedings. editor / Constantine Stephanidis. Springer Verlag, 2019. pp. 348-354 (Communications in Computer and Information Science).

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abstract = "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{\textquoteright} 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{\textquoteright} perceived workload.",

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Lee, K, Jo, J, Kim, J & Kang, Y 2019, Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University. in C Stephanidis (ed.), HCI International 2019 - Posters - 21st International Conference, HCII 2019, Proceedings. Communications in Computer and Information Science, vol. 1032, Springer Verlag, pp. 348-354, 21st International Conference on Human-Computer Interaction, HCI International 2019, Orlando, United States, 19/7/26. https://doi.org/10.1007/978-3-030-23522-2_45

Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University. / Lee, Keeheon; Jo, Jeongwon; Kim, Jinyoung et al.
HCI International 2019 - Posters - 21st International Conference, HCII 2019, Proceedings. ed. / Constantine Stephanidis. Springer Verlag, 2019. p. 348-354 (Communications in Computer and Information Science; Vol. 1032).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

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Lee K, Jo J, Kim J, Kang Y. Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University. In Stephanidis C, editor, HCI International 2019 - Posters - 21st International Conference, HCII 2019, Proceedings. Springer Verlag. 2019. p. 348-354. (Communications in Computer and Information Science). doi: 10.1007/978-3-030-23522-2_45

Can Chatbots Help Reduce the Workload of Administrative Officers? - Implementing and Deploying FAQ Chatbot Service in a University

Abstract

Publication series

Conference

Bibliographical note

All Science Journal Classification (ASJC) codes

Access to Document

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