Development process and evaluation of a customer service chat application

Abstract. This thesis presents a customer service chat application: Livezhat mobile application. Its purpose is to allow customer service representatives chat with website visitors in real time, independent of the location. We examine the functional requirements of such an application. The requirements are: interactivity, enhancing customer relationships and satisfaction, good quality and fulfilling a need. The application is communicating with two servers to provide notifications and enable information exchange. It was found to enhance customer relationships with its quality and interactivity. According to survey evaluation, the application was easy to use and appealing. Out of two customers who used the application during a test period, one used the application rather much. Other feedback from the evaluation provided us a chance to improve the application in the future. The thesis’ contributions are: the design, implementation and evaluation of a novel customer service chat application used in mobile devices.Asiakaspalvelun chat-sovelluksen kehitys ja arviointi. Tiivistelmä. Tämä diplomityö esittelee asiakaspalvelun chat-sovelluksen: Livezhat mobiilisovellus (Livezhat mobile application). Sen tarkoitus on antaa asiakaspalveluhenkilökunnalle mahdollisuus keskustella (chattailla) verkkosivuvierailijoiden kanssa reaaliajassa, sijainnista riippumatta. Työssä tutkimme tällaisen sovelluksen toiminnallisia vaatimuksia. Vaatimukset ovat: interaktiivisuus, asiakassuhteiden ja asiakastyytyväisyyden parantaminen, hyvä laatu ja tarpeen täyttäminen. Sovellus kommunikoi kahden serverin kanssa, jotka mahdollistavat ilmoituksien (notifications) kulkemisen ja tiedonsiirron. Se parantaa tutkimuksen mukaan asiakassuhteita laatunsa ja interaktiivisuutensa vuoksi. Arviointikyselyn mukaan sovellusta oli helppo käyttää ja se näyttää hyvältä. Testiperiodin aikana kaksi asiakasta käytti sovellusta, ja heistä toinen käytti sitä paljon. Arviointikyselystä saatu muu palaute antoi meille mahdollisuuden parantaa sovellusta tulevaisuudessa. Diplomityön työpanostus on: uuden mobiililaitteissa käytettävän asiakaspalvelun chat-sovelluksen suunnittelu, toteutus ja arviointi

Spartan Daily, February 5, 2015

Volume 144, Issue 6https://scholarworks.sjsu.edu/spartandaily/2093/thumbnail.jp

Do people want to message chatbots? Developing and comparing the usability of a conversational vs. menu-based chatbot in context of new hire onboarding.

How should people interact with chatbots? This question has become relevant as chatbots grow in recognition within the field of human-computer interaction. Should chatbots strive to have intelligent and realistic conversations with their users? Or, does a simplified, menu-based approach provide the better experience? To answer these questions, a human-centred design process was used to design, develop, and evaluate the usability of two chatbots in context of new hire onboarding. A conversational chatbot with natural language processing was built using Google Dialogflow, while a technology-limited, menu-based chatbot was built with Landbot. 17 participants were split into three groups to perform a qualitative user test, where group 1 tested both bots, group 2 tested only the conversational bot, and group 3 tested only the menu-based bot. Afterwards, all participants were given a quantitative, Likert-scale survey to measure the usability, intelligence, and satisfaction of the chatbots. The results indicate that users preferred a menu-based over a conversational chatbot experience due to its greater ease of use, less likelihood for errors, convenience of graphical user interface elements, and suitability for scenarios where information needs to be provided rather than requested. Conversational chatbot experiences were found to be more convenient when users had direct questions, although they are more complex to implement when compared to menu-based chatbots

Portable system for monitoring and controlling driver behavior and the use of a mobile phone while driving

There is an utmost requirement for technology to control a driver's phone while driving, which will prevent the driver from being distracted and thus saving the driver's and passenger;s lives. Information from recent studies has shown that 70% of the young and aware drivers are used to texting while driving. There are many different technologies used to control mobile phones while driving, including electronic device control, global positioning system (GPS), onboard diagnostics (OBD)-II-based devices, mobile phone applications or apps, etc. These devices acquire the vehicle information such as the car speed and use the information to control the driver's phone such as preventing them from making or receiving calls at specific speed limits. The information from the devices is interfaced via Bluetooth and can later be used to control mobile phone applications. The main aim of this paper is to propose the design of a portable system for monitoring the use of a mobile phone while driving and for controlling a driver's mobile phone, if necessary, when the vehicle reaches a specific speed limit (>10 km/h). A paperbased self-reported questionnaire survey was carried out among 600 teenage drivers from different nationalities to see the driving behavior of young drivers in Qatar. Finally, a mobile application was developed to monitor the mobile usage of a driver and an OBD-II module-based portable system was designed to acquire data from the vehicle to identify drivers' behavior with respect to phone usage, sudden lane changes, and abrupt breaking/sharp speeding. This information was used in a mobile application to control the driver's mobile usage as well as to report the driving behavior while driving. The application of such a system can significantly improve drivers' behavior all over the world.Author Contributions: Experiments were designed by A.K., M.C.; Experiments were performed by A.D.,M.M.; Results were analyzed by A.K.,M.C.,R.D.,N.E. and D.M.; All authors were involved in interpretation of data and paper writing. Funding: The publication of this article was funded by the Qatar National Library. Conflicts of Interest: The authors declare no conflict of interest. The funders had no role in the design of the study; in the collection, analyses, or interpretation of data; in the writing of the manuscript, or in the decision to publish the resultsScopu

Ideabook: Libraries for Families

The IDEABOOK is a research-based framework to guide and broaden family engagement in libraries.The framework helps libraries move beyond thinking of family engagement as random, individual activities or programs, but rather as a system where library leadership, activities, and resources that are linked to goals. The framework represents a theory of change that begins with a set of elements—leadership, engagement, and support services—that build a pathway for meaningful family engagement beginning in the early childhood years and extending through young adulthood.This IDEABOOK was developed for anyone who works in a library setting—from library directors and children's and youth librarians, to volunteers and support staff—and shares many innovative ways that libraries support and guide families in children's learning and development

The Development and Evaluation of a Smartphone Nutrition Intervention for Adolescents

A diet high in fruit and vegetables is associated with the prevention of many chronic diseases; however, only one in ten Canadian students in grades 6 to 12 consume the recommended daily intake of fruits and vegetables. Using smartphones to deliver nutrition interventions is an emerging area of research, although to-date these interventions typically limit their focus to weight loss. The overarching purpose of this research is to redevelop and evaluate an existing smartphone application for an adolescent population. This thesis used a mixed-methods approach to gain adolescent perspectives on how to redevelop the app and to evaluate its use as a nutrition intervention. Semi-structured focus groups were conducted to determine what content and functionality adolescents want in a nutrition smartphone app. A pilot intervention was conducted in a London, Ontario high school to evaluate recruitment and retention methods, performance of app features, suitability of study instruments, and overall feasibility. The pilot study provided methodological contributions and verified the feasibility of undertaking a full-scale intervention. Findings from a full-scale intervention with adolescents will determine if the app intervention is able to elicit a change in food literacy, food purchasing, and dietary behaviours

Empirical Analysis of the User Needs and the Business Models in the Norwegian Charging Infrastructure Ecosystem

Figenbaum, E.; Wangsness, P.B.; Amundsen, A.H.; Milch, V. Empirical Analysis of the User Needs and the Business Models in the Norwegian Charging Infrastructure Ecosystem. World Electr. Veh. J. 2022, 13, 185. https://doi.org/10.3390/wevj13100185The Norwegian charging infrastructure ecosystem was investigated from a user perspective by (1) developing knowledge of end-user experiences with public charging, (2) mapping BEV owners and future owner’s user-friendliness needs and the extent to which these needs are met, (3) pointing at potential user-friendliness improvements, (4) mapping the charging infrastructure ecosystem and business models, and (5) developing scenarios for the future system development and the impact on charging infrastructure user-friendliness. The article draws on the literature, a BEV (battery electric vehicle) and ICEV (internal combustion engine vehicle) owner survey, 15 BEV owner interviews, 21 charging infrastructure actor interviews, and open information sources on the charger actors. The unregulated charging system evolved into a complex web of actors that developed their own charging networks following their individually sensible business models, which in sum led to serious user-friendliness issues. To gain access to all chargers, users need to interact with up to 20–30 apps and 13 payment systems, which comes on top of different plug types, power levels, and charger interfaces. Some actors support roaming, while others oppose it. OEMs want users to interface with chargers through the navigation system. In the future, the system will become even more complex and less user friendly as more actors join unless, e.g., consolidation, regulation, or independent network orchestrators reduce the complexity.publishedVersio

FundRaiser

FundRaiser website is an online network that helps individuals and organizations to help the nonprofit technology sector grow. FundRaiser website used for personal fundraising to help cover medical, tuition expenses or any other worthy cause. The project will go through the whole phases of Software Development Life Cycle (SDLC), to create a website with high quality and low cost in the shortest time, the CDLC phases are Requirement analysis, Planning, Software design such as architectural design, Software development, Testing and Deployment. The website design will include 3 user roles: the users who start campaigns need to set up an account with the website. And donors who have access to the fund-raising page and administrator who manages users and campaigns. May earn a commission. The website will be created using ASP.NET framework using C#