| fullrecord |
[{"key": "dc.contributor.advisor", "value": "Vuorinen, Jukka", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Ruohonen, Juho", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2022-06-16T09:56:12Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2022-06-16T09:56:12Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2022", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/81801", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Chatbotit ovat kasvattaneet suosiotaan tehokkaana tapana tarjota asiakaspalvelua Internetiss\u00e4, ja siten automatisoida arvonluontia. Monessa tapauksessa chatbotien k\u00e4ytt\u00f6\u00f6notto ei ole kuitenkaan onnistunut odotetusti, sill\u00e4 asiakkaat eiv\u00e4t ole kokeneet saavansa hy\u00f6ty\u00e4 chatbot-keskusteluista. Teko\u00e4lypohjaiset chatbotit poikkeavat perinteisist\u00e4 tietoj\u00e4rjestelmist\u00e4 erityisesti luonnolliseen kieleen pohjautuvan k\u00e4ytt\u00f6liittym\u00e4ns\u00e4 ja koneoppimisen kykyjen kautta. N\u00e4iden erityispiirteiden my\u00f6t\u00e4 arvonluonti ei tapahdu vain yrityksen toimesta. Sen sijaan arvonluonti ja valta asiakaspalvelutilanteissa siirtyv\u00e4t enenev\u00e4ss\u00e4 m\u00e4\u00e4rin teknologiatoimijalle. Samalla asiakkaiden rooli palvelutilanteessa on kasvanut: he eiv\u00e4t ole en\u00e4\u00e4 sidottuja noudattamaan yrityksen m\u00e4\u00e4rittelem\u00e4\u00e4 k\u00e4ytt\u00f6liittym\u00e4\u00e4, vaan voivat ilmaista itse\u00e4\u00e4n vapaammin luonnollisella kielell\u00e4.\n\nT\u00e4m\u00e4n tutkielman tarkoituksena on chatbotin ja asiakkaan v\u00e4liseen vuorovaikutukseen perehtym\u00e4ll\u00e4 selvitt\u00e4\u00e4 arvon yhteisluonnin ja \u2013 tuhoutumisen mekanismeja asiakkaan ja chatbotin v\u00e4lisiss\u00e4 asiakaspalvelutilanteissa. Tutkielman merkitt\u00e4v\u00e4n\u00e4 kontribuutiona on yhdist\u00e4\u00e4 toimijaverkostoteoria ja arvon yhteisluonnin ja \u2013 tuhoutumisen teoriat viitekehykseksi, jonka avulla ilmi\u00f6t\u00e4 voidaan kuvata tarkasti ilman ennakko-oletuksia eri toimijoiden vaikutuksesta arvonluontiin. Toimijaverkostoteoria mahdollistaa chatbot-keskustelun toimijaverkostoon vaikuttavien toimijoiden tunnistamisen tasavertaisesti asettamatta ihmis- tai teknologiatoimijaa etusijalle. T\u00e4m\u00e4n kuvauksen perusteella on mahdollista n\u00e4hd\u00e4 tarkemmin, mitk\u00e4 toimijat osallistuvat arvonmuodostukseen. Arvon yhteisluonnin ja \u2013 tuhoutumisen teoriat puolestaan tukevat verkoston toimijoiden v\u00e4listen arvonmuodostuksen mekanismien selitt\u00e4misess\u00e4.\n\nTutkielman empiirinen osio koostuu kvalitatiivisesta haastattelututkimuksesta, jossa tutkitaan haastateltavien kokemuksia chatbot-asiakaspalvelusta luotua teoreettista viitekehyst\u00e4 hy\u00f6dynt\u00e4en. Haastattelujen perusteella chatbot-keskustelun toimijaverkosto ja arvonmuodostus poikkeavat merkitt\u00e4v\u00e4sti sek\u00e4 ihmisasiakaspalvelusta ett\u00e4 itsepalvelusta verkkosivuilla erityisesti tarvittavien resurssien osalta. Chatbotin ja asiakkaan kielelliset kyvyt m\u00e4\u00e4rittelev\u00e4t pitk\u00e4lti arvonluonnin onnistumista: erityisesti asiakkaan kyky supistaa omaa ilmaisuaan ja chatbotin kyky avata omaa tietopohjaansa monipuolisesti ovat yhteydess\u00e4 arvon yhteisluontiin. Tutkimuksen perusteella toimijaverkostoteoria yhdistettyn\u00e4 arvonluonnin teoriaan tarjoaa toimivan k\u00e4sitteist\u00f6n ilmi\u00f6n kuvaamiseen.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Chatbots have gained popularity as an effective way to serve customers online, thus automating value creation. Still, the deployment of chatbots has not succeeded in many cases, as customers have not been able to derive value from chatbot conversations. Chatbots utilizing artificial intelligence differ from traditional information systems, especially because of their natural language -based user interface, and machine learning capabilities. Because of these characteristics, value creation is no longer managed solely by the company, as the authority is shifting to a technology actor. At the same time, the power of customers has increased: they are no longer bound to follow a predefined user interface but can express themselves more freely in natural language.\n\nThis thesis examines the mechanisms of value co-creation and co-destruction in customer service situations between a customer and a chatbot by studying the interactions between the actors in a customer service setting. A significant contribution of the thesis is to combine the Actor-Network Theory with the theories of value co-creation and co-destruction and form a single framework through which it is possible to describe this new phenomenon without preconceived notions about the role of different actors in value creation. The Actor -Network Theory enables the identification of the actors influencing the actor-network of a chatbot conversation without giving priority to the human or technology actor. Based on this description, it is possible to see in more detail which actors are involved in value creation. The theory of co-creation and co-destruction of value, in turn, guides explaining the mecha-nisms of value creation between the actors in the network.\n\nThe empirical part of the thesis consists of a qualitative interview study, which examines the interviewees' experiences with chatbot customer service utilizing the created theoretical framework. Based on the interviews, the actor-network of chatbot conversation appears to be different compared to both human-to-human customer service and online self-service, particularly in terms of resources required. The language skills of both customer and chatbot largely determine the success of value co-creation. Especially the customer\u2019s ability to reduce their expression, and the chatbot\u2019s ability to open up their knowledge base are requirements for successful value co-creation. Based on the research, the Actor-Network Theory combined with the theory of value co-creation provides viable concepts for describing the phenomenon.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Miia Hakanen (mihakane@jyu.fi) on 2022-06-16T09:56:12Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2022-06-16T09:56:12Z (GMT). No. of bitstreams: 0\n Previous issue date: 2022", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "77", "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": "palvelukeskeinen logiikka", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "arvon yhteisluonti", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "arvon yhteistuhoutuminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "toimijaverkostoteoria", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Arvon yhteisluonti ja \u2013 tuhoutuminen chatbot-asiakaspalvelun toimijaverkostossa", "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-202206163410", "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": "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_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": "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": "teko\u00e4ly", "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": "arvonluonti", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "vuorovaikutus", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.format.content", "value": "fulltext", "language": null, "element": "format", "qualifier": "content", "schema": "dc"}, {"key": "dc.rights.url", "value": "https://rightsstatements.org/page/InC/1.0/", "language": null, "element": "rights", "qualifier": "url", "schema": "dc"}, {"key": "dc.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
|