Daniel Schloß

Daniel Schloß
Karlsruhe Institute of Technology | KIT · Institute of Information Systems and Marketing

Master of Science
Working on the improvement of Customer Service Chatbots via Chatbot Analytics

About

3
Publications
316
Reads
How we measure 'reads'
A 'read' is counted each time someone views a publication summary (such as the title, abstract, and list of authors), clicks on a figure, or views or downloads the full-text. Learn more
1
Citation
Citations since 2017
3 Research Items
1 Citation
20172018201920202021202220230.00.51.01.52.02.53.0
20172018201920202021202220230.00.51.01.52.02.53.0
20172018201920202021202220230.00.51.01.52.02.53.0
20172018201920202021202220230.00.51.01.52.02.53.0
Education
April 2017 - September 2020
University of Wuerzburg
Field of study
  • Business Management

Publications

Publications (3)
Conference Paper
Full-text available
Chatbots are increasingly used to provide customer service. However, despite technological advances, customer service chatbots frequently reach their limits in customer interactions. This is not immediately apparent to both chatbot operators (e.g., customer service managers) and chatbot developers because analyzing conversational data is difficult...
Conference Paper
Full-text available
More and more companies are using chatbots in customer service. The large number of chatbots and their interactions with customers produce a huge amount of data, which is useful to track the usage and performance of the chatbot. However, many established performance metrics (e.g., intent scores, conversations per day) could be considered too intuit...
Conference Paper
Full-text available
Product configurators provide an interface for customizing complex products. However, large form-based configurators overwhelm many end users and are often considered expert tools. This paper therefore addresses the problem of the complexity of current product configurators. Since chatbots can respond flexibly to queries and offer a natural languag...

Network

Projects

Project (1)