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[{"key": "dc.contributor.advisor", "value": "Luoma-aho, Vilma", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "H\u00e4nninen, Hanna", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Junkala, Jenni", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2020-02-17T08:17:40Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2020-02-17T08:17:40Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2020", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/67842", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Digitalisaatio ja palveluiden s\u00e4hk\u00f6istyminen ovat luoneet t\u00e4ysin uudenlaisen maailman sek\u00e4 kuluttajille ett\u00e4 organisaatioille. Asiakkaiden tarpeet muuttuvat ja monipuolistuvat, jonka vuoksi organisaatioiden on my\u00f6s muutettava toimintatapojaan. Yksi asiakaspalvelun iso uudistus liittyy chatbottien k\u00e4ytt\u00f6\u00f6n organisaatioiden asiakasviestinn\u00e4ss\u00e4. Chatbotit liitet\u00e4\u00e4n usein teko\u00e4lyyn ja ne ovatkin organisaatioille yksi teko\u00e4lyn soveltamisen helpoimmista kohteista.\n\nViestinn\u00e4n alan tutkimuksessa chatbotteja on tutkittu vasta suhteellisen v\u00e4h\u00e4n \u2013 joskin tutkimusten m\u00e4\u00e4r\u00e4 kasvaa jatkuvasti. Chatbotteja on kuitenkin tutkittu viimeisten vuosien aikana yh\u00e4 eneneviss\u00e4 m\u00e4\u00e4rin teknologian (esim. Go & Sundar 2019) ja psykologian n\u00e4k\u00f6kulmasta (esim. Westerman, Cross, Lindmark 2018; Skjuve, Haugstveit, F\u00f8lstad ja Brandtzaeg 2019). N\u00e4iss\u00e4 tutkimuksissa on keskitytty esimerkiksi bottien tekniseen toteuttamiseen, niiden inhimillisyyteen, chatbottien vaikutukseen asiakaskokemukseen ja chatbotteja k\u00e4ytt\u00e4vien suhtautumiseen botteja kohtaan ja heid\u00e4n v\u00e4liseens\u00e4 vuorovaikutukseen. Chatboteista tiedet\u00e4\u00e4n jo, ett\u00e4 ne sopivat yksinkertaisten asioiden hoitamiseen tehokkaasti (Androutsopoulou, Karacapilidis, Loukis, Charalabidis 2019) ja hyvin toteutettuina niill\u00e4 voidaan vaikuttaa positiivisesti asiakaskokemukseen, mutta ne ovat viel\u00e4 kaukana ihmisasiakaspalvelijoista (Chung, Ko, Joung, Kim 2018; Skjuve, Haugstveit, F\u00f8lstad ja Brandtzaeg 2019).\n\nT\u00e4ss\u00e4 tutkimuksessa tarkastellaan organisaation n\u00e4k\u00f6kulmasta millaista viestint\u00e4 chatbotin kanssa on, millaisia rooleja chatbotin k\u00e4ytt\u00e4j\u00e4t antavat botille ja aiheuttaako viestint\u00e4 chatbotin kanssa jonkinlaisia tunnereaktioita. Tutkimuksen alkuun esitell\u00e4\u00e4n ty\u00f6n keskeiset k\u00e4sitteet, kuten digitalisaatio, chatbot ja asiakaskokemus. T\u00e4m\u00e4n j\u00e4lkeen siirryt\u00e4\u00e4n tarkastelemaan ty\u00f6t\u00e4 taustoittavaa teoriaa, jossa syvennyt\u00e4\u00e4n muun muassa median ilmaisuvoimaisuuden teoriaan, asiakassuhteiden muodostumisen teorioihin, luottamuksen ja pikaluottamuksen teoriaan sek\u00e4 kielenk\u00e4ytt\u00f6\u00f6n verkossa.\n\nTutkimuksen aineistona toimii Seuren Seppo-chabotin ja asiakkaan k\u00e4ym\u00e4t keskustelut. Lis\u00e4ksi tutkimuksessa hy\u00f6dynnet\u00e4\u00e4n nelj\u00e4\u00e4 taustoittavaa haastattelua chatbot-kehitt\u00e4jien kanssa. Tutkimus on case-tutkimus, joka on toteutettu laadullisin menetelmin, sis\u00e4ll\u00f6nanalyysia ja luokittelua hy\u00f6dynt\u00e4en.\n\nTulosten perusteella chatbottien hy\u00f6dynt\u00e4m\u00e4 teko\u00e4ly on viel\u00e4 varsin rajallista. Botin kanssa k\u00e4yd\u00e4\u00e4n melko suppeita keskusteluita, jotka eiv\u00e4t juurikaan aiheuta tunnereaktioita. Kielellisesti keskustelut ovat k\u00f6yhi\u00e4. Keskusteluissa k\u00e4ytet\u00e4\u00e4n huomattavan paljon keskustelua helpottavia button-painikkeita, jotka ohjaavat keskustelun kulkua. Asiakkaat antavat botille nelj\u00e4 erilaista roolia, joissa he bottia k\u00e4ytt\u00e4v\u00e4t. Yleisin rooleista on hakukone, jolloin bottia k\u00e4ytet\u00e4\u00e4n kuten esimerkiksi Googlea tiedonhaussa. Keskustelunkulusta on tunnistettavissa malleja, jotka vaikuttavat keskustelun lopputulokseen.\n\nTutkimuksen tuloksia voidaan hy\u00f6dynt\u00e4\u00e4 chatbottien kehityksess\u00e4. Tutkimus auttaa my\u00f6s ymm\u00e4rt\u00e4m\u00e4\u00e4n chatbotin roolia asiakasviestinn\u00e4ss\u00e4, joka pirstaloituu nyky\u00e4\u00e4n moneen eri kanavaan.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2020-02-17T08:17:39Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2020-02-17T08:17:40Z (GMT). No. of bitstreams: 0\n Previous issue date: 2020", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "112", "language": "", "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakaspalvelun automatisointi", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "chatbot", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "\u00c4lykk\u00e4\u00e4t chatbotit organisaatioiden asiakaspalvelijoina \u2013 mahdollisuus vai haaste?", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-202002172079", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Humanistis-yhteiskuntatieteellinen tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Humanities and Social Sciences", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Kieli- ja viestint\u00e4tieteiden laitos", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Department of Language and Communication Studies", "language": "en", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "Jyv\u00e4skyl\u00e4n yliopisto", "language": "fi", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.contributor.organization", "value": "University of Jyv\u00e4skyl\u00e4", "language": "en", "element": "contributor", "qualifier": "organization", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Yhteis\u00f6viestint\u00e4", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Organizational Communication", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.collaborator", "value": "business", "language": "", "element": "contractresearch", "qualifier": "collaborator", "schema": "yvv"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "yvv.contractresearch.initiative", "value": "student", "language": "", "element": "contractresearch", "qualifier": "initiative", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_bdcc", "language": null, "element": "type", "qualifier": "coar", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "openAccess", "language": null, "element": "rights", "qualifier": "accesslevel", "schema": "dc"}, {"key": "dc.type.publication", "value": "masterThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "2043", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaskokemus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakkaat", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "asiakaspalvelu", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "teko\u00e4ly", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "vuorovaikutus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "viestint\u00e4", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "digitalisaatio", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", 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