| fullrecord |
[{"key": "dc.contributor.advisor", "value": "Koskelainen, Tiina", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "H\u00e4m\u00e4l\u00e4inen, Julia", "language": "", "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2023-04-14T10:29:00Z", "language": null, "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2023-04-14T10:29:00Z", "language": null, "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2023", "language": "", "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/86349", "language": null, "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Asiakaspalveluchatbotit ovat yleistyneet niin yksityisell\u00e4 kuin julkisellakin sektorilla viime aikoina. Tehokkaasti toimiessaan chatbotit nopeuttavat ja helpottavat asiakaspalveluun p\u00e4\u00e4sy\u00e4 ja vapauttavat asiakaspalveluty\u00f6ntekij\u00f6it\u00e4 yksinkertaisista teht\u00e4vist\u00e4. Teko\u00e4lyn kehittyess\u00e4 on alettu puhumaan palvelualojen ty\u00f6paikkojen olevan uhattuna muun muassa ty\u00f6n automatisoinnin vuoksi. T\u00e4m\u00e4n tutkimuksen tavoitteena oli selvitt\u00e4\u00e4, miten asiakaspalveluty\u00f6ntekij\u00e4t kokevat suunnitteilla olevan chatbotin. Tutkimus alkaa kirjallisuuskatsauksella, joka keskittyy chatbotteihin ja teknologian hyv\u00e4ksymiseen liittyviin aiempiin tutkimuksiin. Tutkielman empiirinen osuus toteutettiin kvalitatiivisena tutkimuksena. Kahdeksan teemahaastattelun tavoitteena oli selvitt\u00e4\u00e4, millaisia ennakko-odotuksia asiakaspalvelun ty\u00f6ntekij\u00f6ill\u00e4 on suunnitteilla olevaa chatbottia kohtaan ja mit\u00e4 chatbotilta odotetaan. Haastatteluista saatu data analysoitiin teemoittelun ja SWOT-analyysin avulla. Tutkimustulokset tukevat aihepiirin aiempaa tutkimusta, sill\u00e4 tulosten pohjalta asiakaspalveluty\u00f6ntekij\u00f6iden t\u00e4rkeimm\u00e4t tekij\u00e4t chatbot-teknologian hyv\u00e4ksymiseen olivat koettu hy\u00f6dyllisyys ja suoritusodotukset. Tulosten mukaan asiakaspalveluty\u00f6ntekij\u00e4t kokevat chatbotin neutraalina lis\u00e4kanavana asiakaspalveluty\u00f6n tueksi niin kauan, kun sen ei koeta olevan uhka oman ty\u00f6nkuvan muuttumiselle. Tutkielman kirjallisuuskatsauksen sek\u00e4 empiirisen osuuden havaintojen mukaan toimeksiantajalle suositellaan chatbotin sek\u00e4 ihmisasiakaspalvelijan integraatiota tulevaisuudessa.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Customer service chatbots have become more common in private and public sectors over the past years. When working effectively, chatbots facilitate access to customer service and free customer service advisors from their unpretentious duties. With the development of artificial intelligence, it has started to be said that jobs in service sectors are threatened due to automation. The purpose of this study is to determine how customer service advisors perceive the planned chatbot. The study begins with a literature review focusing on chatbots and technology acceptance in previous studies. The literature review aimed to create a strong theoretical basis to support the empirical part of this master\u2019s thesis. The empirical part of the thesis was carried out as a qualitative study. The purpose of the eight themed interviews has been to discover what kind of preconceptions employees have about the planned chatbot in customer service. The data obtained from the interviews were analyzed with thematization and SWOT analysis. The research results support the literature review of the thesis because based on the results, the most important factors for employees to accept chatbot technology are perceived usefulness and performance expectancy. According to the results, customer service employees feel that the chatbot is a neutral additional channel to support customer service work if it is not perceived as a threat to changing their own job description. The integration of chatbots and humans is recommended according to the literature review and study results.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by Paivi Vuorio (paelvuor@jyu.fi) on 2023-04-14T10:29:00Z\nNo. of bitstreams: 0", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2023-04-14T10:29:00Z (GMT). No. of bitstreams: 0\n Previous issue date: 2023", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "62", "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": null, "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "teknologian hyv\u00e4ksyminen", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Chatbotin k\u00e4ytt\u00f6\u00f6nottoon liittyv\u00e4t ennakko-odotukset asiakaspalvelun ty\u00f6ntekij\u00f6ill\u00e4", "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-202304142475", "language": "", "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s thesis", "language": "en", "element": "type", "qualifier": "ontasot", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Pro gradu -tutkielma", "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.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.copyright", "value": "\u00a9 The Author(s)", "language": null, "element": "rights", "qualifier": "copyright", "schema": "dc"}, {"key": "dc.rights.accesslevel", "value": "restrictedAccess", "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": "muutosvastarinta", "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": "chattibotit", "language": null, "element": "subject", "qualifier": "yso", "schema": "dc"}, {"key": "dc.subject.yso", "value": "k\u00e4ytt\u00f6\u00f6notto", "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"}, {"key": "dc.rights.accessrights", "value": "The author has not given permission to make the work publicly available electronically. Therefore the material can be read only at the archival workstation at Jyv\u00e4skyl\u00e4 University Library (https://kirjasto.jyu.fi/collections/archival-workstation).", "language": "en", "element": "rights", "qualifier": "accessrights", "schema": "dc"}, {"key": "dc.rights.accessrights", "value": "Tekij\u00e4 ei ole antanut lupaa avoimeen julkaisuun, joten aineisto on luettavissa vain Jyv\u00e4skyl\u00e4n yliopiston kirjaston arkistoty\u00f6semalta. Ks. https://kirjasto.jyu.fi/kokoelmat/arkistotyoasema..", "language": "fi", "element": "rights", "qualifier": "accessrights", "schema": "dc"}]
|