Frank Teuteberg

How can I help you? Design principles for task-oriented speech dialog systems in customer service

2022 · Information Systems and e-Business Management

Abstract Organizations are increasingly delegating customer inquiries to speech dialog systems (SDSs) to save personnel resources. However, customers often report frustration when interacting with SDSs due to poorly designed solutions. Despite these issues, design knowledge …

AI-Based Chatbots in Customer Service

2025 · International Journal of Service Science Management Engineering and Technology

This article aims to answer the question of how artificial intelligence (AI)-based chatbots in customer service can be perceived more efficiently and effectively in terms of interaction with customers using ChatGPT. Based on a literature …