Chatbot development : case study for Musicinfo
Wang, Ping (2023)
Wang, Ping
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202303173758
https://urn.fi/URN:NBN:fi:amk-202303173758
Tiivistelmä
This thesis used multi-method method development study to research why a business needs chatbots and
which types of chatbots are suitable for a company.
The research was commissioned by MusicInfo Oy, which wanted to implement a chatbot and find out what
kind of chatbot is best suited for Musicinfo. The study investigated the benefits or lack of a chatbot, which
affects different areas of the company's customer experience. Chatbots are designed to guide visitors to
basic information and reduce the workload of human service agents. In the research Musicinfo’s need for a
chatbot was mapped and a suitable chat system was built to support customer service.
The research utilized the Zobot platform and built a chatbot implementation for the company website to
connect customers to the company's websites. The needs for further development of the chatbot's user
experience were clarified with a quantitative survey using the chatbot implemented in the development
study. A chatbot questionnaire was created by analyzing and tracking chatbot operations for Musicinfo.
As a result of the research, information was generated on how the development and testing of the chatbot
on Musicinfo's website is implemented effectively. After launching the chatbot on Musicinfo's website and
undergoing a test, its operation is stable on the website. The results of the study will help the company to
continue developing the chatbot and improve the customer experience in the future.
which types of chatbots are suitable for a company.
The research was commissioned by MusicInfo Oy, which wanted to implement a chatbot and find out what
kind of chatbot is best suited for Musicinfo. The study investigated the benefits or lack of a chatbot, which
affects different areas of the company's customer experience. Chatbots are designed to guide visitors to
basic information and reduce the workload of human service agents. In the research Musicinfo’s need for a
chatbot was mapped and a suitable chat system was built to support customer service.
The research utilized the Zobot platform and built a chatbot implementation for the company website to
connect customers to the company's websites. The needs for further development of the chatbot's user
experience were clarified with a quantitative survey using the chatbot implemented in the development
study. A chatbot questionnaire was created by analyzing and tracking chatbot operations for Musicinfo.
As a result of the research, information was generated on how the development and testing of the chatbot
on Musicinfo's website is implemented effectively. After launching the chatbot on Musicinfo's website and
undergoing a test, its operation is stable on the website. The results of the study will help the company to
continue developing the chatbot and improve the customer experience in the future.