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[{"key": "dc.contributor.advisor", "value": "Sepp\u00e4nen, Ville", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Muhonen, Simo", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2021-09-03T05:18:34Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2021-09-03T05:18:34Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2021", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/77660", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Teko\u00e4lyn kehityksen ja digitalisaation my\u00f6t\u00e4 virtuaaliset keskusteluagentit, chatbotit, ovat yh\u00e4 yleisempi n\u00e4ky yritysten ja organisaation verkkosivuilla ja mobiilisovelluksissa. T\u00e4m\u00e4 kandidaatintutkielma on toteutettu kirjallisuuskatsauksena ja tutkielman tarkoitus on kartoittaa chatbottien k\u00e4ytt\u00f6kohteita yrityksiss\u00e4 ja organisaatioissa niin yksityisell\u00e4 kuin julkisellakin sektorilla. Lis\u00e4k-si tutkielmassa pyrit\u00e4\u00e4n tunnistamaan chatboteilla saavutettavia hy\u00f6tyj\u00e4 sek\u00e4 niiden mukana tulevia haasteita. Yleisimm\u00e4t k\u00e4ytt\u00f6kohteet kohdistuvat tavallisen asiakaspalvelun tukemiseksi suorittamaan usein toistuvia teht\u00e4vi\u00e4. Lis\u00e4ksi chatbotteja voidaan hy\u00f6dynt\u00e4\u00e4 muun muassa myyntiprosessien suoraviivaistamiseen, ty\u00f6paikoilla ty\u00f6ntekij\u00f6iden perehdytykseen sek\u00e4 terveyden ja ty\u00f6paikkatyytyv\u00e4isyyden seurantaan. Merkitt\u00e4vimm\u00e4t chatboteista saatavat hy\u00f6dyt puolestaan koskevat kustannustehokkuutta etenkin asiakaspalvelun osalta. Lis\u00e4ksi asiakaspalveluchatbotit luovat asiakkaille lis\u00e4arvoa olemalla tavoitettavissa 24 tuntia vuorokaudessa ja tarjoamalla k\u00e4ytt\u00e4j\u00e4n haluamaa lis\u00e4tietoa nopeasti. T\u00e4m\u00e4n my\u00f6t\u00e4 on oletettavissa, ett\u00e4 asiakaskokemus ja -tyytyv\u00e4isyys paranee. Suurimmat haasteet chatboteissa kohdistuvat chatbotin kykyyn ymm\u00e4rt\u00e4\u00e4 ja tulkita oikein k\u00e4ytt\u00e4j\u00e4n sy\u00f6tett\u00e4, mink\u00e4 lis\u00e4ksi tietoturvakysymykset vaativat huomiota etenkin aloilla, jotka k\u00e4sittelev\u00e4t arkaluontoista ja yksil\u00f6it\u00e4viss\u00e4 olevaa dataa.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "With the development steps of artificial intelligence and the ever-growing digitalization, it is more and more often that we see virtual conversation agents, chatbots, on the websites and mobile apps of companies and organizations. This bachelor\u2019s thesis is carried out as a literature review and the purpose of this thesis is to recognize possible use cases of chatbots in different processes within private and public sector. Also, this thesis\u2019 purpose is to find the potential advantages and challenges that come with the implementation of a chatbot. The most common use of a chatbot is as a customer service agent, performing routine and repetitive tasks that would normally be done by a human. Chatbots are also being used in sales to streamline the customer\u2019s purchase action and in addition chatbot\u2019s can be used in new employee onboarding process and employee\u2019s health and satisfaction monitoring. Large part of the gained benefits from chatbots come from the improved cost efficiency of customer service processes. Also, chatbots can create added value to the customer by being available 24/7 and by delivering quick responses to customer\u2019s information needs. This often leads to better customer experience and improved customer satisfaction. The greatest challenges concerning chatbots come from the chatbots\u2019 ability, or inability, to understand and interpret the user\u2019s input correctly and data security can also be an issue especially in certain fields, where chatbots may handle sensitive data, such as banking or healthcare.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2021-09-03T05:18:34Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2021-09-03T05:18:34Z (GMT). No. of bitstreams: 0\n Previous issue date: 2021", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "28", "language": "", "element": "format", "qualifier": "extent", "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.title", "value": "Chatbotit osana organisaatioiden eri prosesseja", "language": "", "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "bachelor thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-202109034780", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Bachelor's thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Kandidaatinty\u00f6", "language": "fi", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Informaatioteknologian tiedekunta", "language": "fi", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.faculty", "value": "Faculty of Information Technology", "language": "en", "element": "contributor", "qualifier": "faculty", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Informaatioteknologia", "language": "fi", "element": "contributor", "qualifier": "department", "schema": "dc"}, {"key": "dc.contributor.department", "value": "Information Technology", "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": "Tietoj\u00e4rjestelm\u00e4tiede", "language": "fi", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "dc.subject.discipline", "value": "Information Systems Science", "language": "en", "element": "subject", "qualifier": "discipline", "schema": "dc"}, {"key": "yvv.contractresearch.funding", "value": "0", "language": "", "element": "contractresearch", "qualifier": "funding", "schema": "yvv"}, {"key": "dc.type.coar", "value": "http://purl.org/coar/resource_type/c_7a1f", "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": "bachelorThesis", "language": null, "element": "type", "qualifier": "publication", "schema": "dc"}, {"key": "dc.subject.oppiainekoodi", "value": "601", "language": "", "element": "subject", "qualifier": "oppiainekoodi", "schema": "dc"}, {"key": "dc.subject.yso", "value": "chattibotit", "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": "digitalisaatio", "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.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}]
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