Understanding the user experience of customer service chatbots: What can we learn from customer satisfaction surveys?

Understanding and improving user experience is key to strengthening uptake and realizing the potential of chatbots for customer service. In this paper, we investigate customer satisfaction surveys as a source of insight into such user experience. A total of 5,687 customer satisfaction reports on users’ interactions with a customer service chatbot, and the corresponding chatbot interactions, are analyzed. The findings demonstrate that customer satisfaction reports are closely associated with the degree to which the problems motivating users’ chatbot interactions are resolved. Furthermore, the findings show substantial variation in the performance of different chatbot intents in terms of customer satisfaction and problem resolution. This implies that user experience varies substantially depending on the problems motivating users to interact with the chatbot. Finally, we identify key characteristics of the intents associated with particularly high or low customer experience, suggesting paths towards efficient improvement of chatbot user experience. Based on the findings, we point to key implications for theory and practice and suggest directions for future research.acceptedVersio

Discrepancy between simulated and observed ethane and propane levels explained by underestimated fossil emissions

Ethane and propane are the most abundant non-methane hydrocarbons in the atmosphere. However, their emissions, atmospheric distribution, and trends in their atmospheric concentrations are insufficiently understood. Atmospheric model simulations using standard community emission inventories do not reproduce available measurements in the Northern Hemisphere. Here, we show that observations of pre-industrial and present-day ethane and propane can be reproduced in simulations with a detailed atmospheric chemistry transport model, provided that natural geologic emissions are taken into account and anthropogenic fossil fuel emissions are assumed to be two to three times higher than is indicated in current inventories. Accounting for these enhanced ethane and propane emissions results in simulated surface ozone concentrations that are 5–13% higher than previously assumed in some polluted regions in Asia. The improved correspondence with observed ethane and propane in model simulations with greater emissions suggests that the level of fossil (geologic + fossil fuel) methane emissions in current inventories may need re-evaluation

Understanding the user experience of customer service chatbots: What can we learn from customer satisfaction surveys?

Understanding and improving user experience is key to strengthening uptake and realizing the potential of chatbots for customer service. In this paper, we investigate customer satisfaction surveys as a source of insight into such user experience. A total of 5,687 customer satisfaction reports on users’ interactions with a customer service chatbot, and the corresponding chatbot interactions, are analyzed. The findings demonstrate that customer satisfaction reports are closely associated with the degree to which the problems motivating users’ chatbot interactions are resolved. Furthermore, the findings show substantial variation in the performance of different chatbot intents in terms of customer satisfaction and problem resolution. This implies that user experience varies substantially depending on the problems motivating users to interact with the chatbot. Finally, we identify key characteristics of the intents associated with particularly high or low customer experience, suggesting paths towards efficient improvement of chatbot user experience. Based on the findings, we point to key implications for theory and practice and suggest directions for future research

Understanding model diversity in future precipitation projections for South America

Precipitation patterns are expected to change in the future climate, affecting humans through a number of factors. Global climate models (GCM) are our best tools for projecting large-scale changes in climate, but they cannot make reliable projections locally. To abate this problem, we have downscaled three GCMs with the Weather Research and Forecasting (WRF) model to 50 km horizontal resolution over South America, and 10 km resolution for central Chile, Peru and southern Brazil. Historical simulations for years 1996–2005 generally compare well to precipitation observations and reanalyses. Future simulations for central Chile show reductions in annual precipitation and increases in the number of dry days at the end-of-the-century for a high greenhouse gas emission scenario, regardless of resolution and GCM boundary conditions used. However, future projections for Peru and southern Brazil are more uncertain, and simulations show that increasing the model resolution can switch the sign of precipitation projections. Differences in future precipitation changes between global/regional and high resolution (10 km) are only mildly influenced by the orography resolution, but linked to the convection parameterization, reflected in very different changes in dry static energy flux divergence, vertical velocity and boundary layer height. Our findings imply that using results directly from GCMs, and even from coarse-resolution (50 km) regional models, may give incorrect conclusions about regional-scale precipitation projections. While climate modelling at convection-permitting scales is computationally costly, we show that coarse-resolution regional simulations using a scale-aware convection parameterization, instead of a more conventional scheme, better mirror fine-resolution precipitation projections

Climate Penalty for Shifting Shipping to the Arctic

The changing climate in the Arctic opens new shipping routes. A shift to shorter Arctic transit will, however, incur a climate penalty over the first one and a half centuries. We investigate the net climate effect of diverting a segment of Europe–Asia container traffic from the Suez to an Arctic transit route. We find an initial net warming for the first one-and-a-half centuries, which gradually declines and transitions to net cooling as the effects of CO₂ reductions become dominant, resulting in climate mitigation only in the long term. Thus, the possibilities for shifting shipping to the Arctic confront policymakers with the question of how to weigh a century-scale warming with large uncertainties versus a long-term climate benefit from CO₂ reductions