• 한국IT서비스학회지
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• 제19권4호
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• pp.31-47
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• 2020

Recently, as the COVID-19 has spread and prolonged worldwide, the 'Untact' society is becoming routinized, and various smart technologies are leading to the spread of the 'Ontact' culture. This is because the desire of consumers to purchase a product and use the service has increased while minimizing the direct contact. In order to quickly respond to this circumstance, the percentage of the companies which are adopting Chatbot in various fields such as orders, delivery, and inquiries is increasing and they are getting a positive result. However as the demand for building Chatbot increases dramatically, there are many confusions among the companies which want to introduce Chatbot to their system, due to the lack of professional technicians and difficulties in understanding AI technologies and how to build them effectively. I believe that in the post COVID-19 era, much more companies will adopt Chatbot, and this will intensify the problem. The purpose of this study was to derive the needs for a guide on the method of buiilding a Chatbot through considering the prior research on Chatbot and analysis of the recent surge in the use of Chatbot services related to COVID-19. There are implications to presenting 5 phases of universal Chatbot implementation methodology using the platform to the stakeholders who want to introduce Chatbot to their customer so that they can understand and build Chatbot more easily and use AI Chatbot actively in response to the POST COVID-19 era.

• 디지털융복합연구
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• 제18권11호
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• pp.215-226
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• 2020

챗봇이 비즈니스의 중요한 인터페이스 창구로 떠오르고 있다. 이러한 변화는 챗봇 관련 연구가 자연어처리(Natural Language Processing)기법에서 자연어이해(Natural Language Understanding) 그리고 자연어생성(Natural Language Generation)으로 지속적으로 발전했기 때문이다. 하지만, 챗봇을 개발하는 과정에서 도메인 지식을 이끌어내고, 사용자 친화적인 대화형 인터페이스로 개발하는 방법론적 연구는 미약한 것이 현실이다. 본 논문에서는 챗봇 개발의 프로세스적 기준을 제시하기 위해 이전 논문에서 제시한 방법론을 바탕으로 실제 프로젝트에 적용하며 개발방법론을 개선하였다. 결론적으로 가장 핵심적인 단계인 테스트 단계의 생산성을 33.3% 향상하였으며, 그 반복횟수도 37.5%로 단축하였다. 이러한 결과를 바탕으로 "3 Phase and 17 Tasks 개발방법론"을 제시하였으며, 이것은 챗봇 개발의 시행착오를 획기적으로 개선할 것으로 기대한다.

• 산경연구논집
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• 제11권12호
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• pp.29-38
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• 2020

Purpose: The purpose of this study is to empirically analyze the effect of chatbot service quality, chatbot trust, and chatbot satisfaction on chatbot reuse intention and store reuse intention. Research design, data, and methodology: We reviewed the literature on domestic and international chatbots, established hypotheses, and analyzed them. We empirically analyzed the process model in which chatbot service quality (interaction quality, information quality) has a positive effect on chatbot trust and chatbot satisfaction, and that chatbot trust and satisfaction positively affect chatbot reuse intention and store reuse intention. A survey was conducted on 212 people who had used shopping mall chatbots and financial service chatbots after demonstrating the shopping mall chatbot video. Structural equation modeling was conducted by using AMOS 24.0 to test the proposed relationships. Results: As a result of the empirical analysis, the effects of interaction quality on chatbot trust and information quality on chatbot satisfaction were not supported, but the rest of the hypotheses were statistically significant. It was found that the information quality of chatbot service had a positive effect on chatbot trust, but did not significantly affect chatbot satisfaction. In addition, the interaction quality of the chatbot positively affects the satisfaction of the chatbot, but it does not significantly affect the trust of the chatbot. Chatbot trust was found to have a positive effect on chatbot satisfaction. Chatbot trust and chatbot satisfaction were found to have a positive influence on the intention to reuse the chatbot. And, chatbot trust and chatbot satisfaction were found to have a positive influence on store reuse intention. Conclusions: The findings of this study offer significant theoretical and managerial contributions in the context of chatbot. Chatbots should enhance customer contact quality management from the perspective of total customer experience management rather than partial function. When providing a chatbot service, it is more desirable to give priority to providing accurate information to increase trust, and at the same time to improve customer satisfaction by increasing the quality of interaction. And in order to increase the competitive advantage of companies, the purpose of introducing chatbots should be clarified and approached strategically.

• 한국정보시스템학회지:정보시스템연구
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• 제31권4호
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• pp.123-143
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• 2022

Purpose The purpose of this study was to investigate the experience cues of chatbot services provided to existing customers familiar with the e-commerce environment, and to examine the effect of chatbot service's experience cues on customer experience and chatbot trust. Design/methodology/approach This study was conducted on consumers who experienced chatbot services in an e-commerce environment, the final 299 copies of valid data were obtained, and the research hypothesis was verified using PLS as a structural equation model. Findings As a result of the analysis, it was found that functional cues that cause customer experiences using chatbot services had a positive effect on cognitive and emotional experiences, human cues had a positive effect on cognitive, emotional and relational experiences, and customer experiences had a positive effect on chatbot trust.

• 산경연구논집
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• 제13권8호
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• pp.29-50
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• 2022

Purpose - This study aims to investigate factors affecting Chatbot service acceptance attitude. For wide use of Chatbot service, firms need to find barriers or obstacles for customers, if any, not to use Chatbot service. Research design, data, and methodology - We apply value-based accept model to investigate the quality of Chatbot, to verify the meaning of service value of Chatbot and to find the relationship among variables. To test hypotheses, we conducted survey. We collected 300 questionnaires. SPSS version 2.0 is used. Regression analysis, moderating effect test is conducted. Results - 4 Qualities of Chatbot, Ease of use, Usefulness, Enjoyment, Interaction are affecting acceptance attitude, and 5 service values, only interaction does not affect emotion. Trust, Specialty, Necessity, Social, Emotion moderating Chatbot service to accepting attitude. Regarding moderating effects by personal characteristics and personal tendency, innovation resistance, innovativeness, and social effects are turned to have influence while regulatory focus, construal level does not have moderating force. Also, the auxiliary service like Chatbot service affects customers' evaluation on the main service quality. Conclusions - Service firms adopt Chatbot service for various purposes. The results imply that customers are generally recognize the merits of Chatbot, but there are some barriers such as innovation resistance characteristic especially uncomfortable.

• 지능정보연구
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• 제25권3호
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• pp.221-238
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• 2019

최근, 기업 및 공공기관에서는 고객 상담과 응대 분야에 챗봇(Chatbot)서비스를 적극적으로 도입하고 있다. 챗봇 서비스의 도입은 기업이나 기관에게 있어서 인건비 절감 효과를 가져올 뿐만 아니라 고객과의 빠른 커뮤니케이션 효과를 기대할 수 있다. 데이터 분석 기술의 발전과 인공지능 기술의 고도화는 이런 챗봇 서비스의 성장을 견인하고 있다. 하지만 기술중심으로 개발된 챗봇은 사용자가 내재적으로 원하는 바와 괴리가 있을 수 있으므로, 챗봇이 단순히 기술의 영역이 아닌 사용자 경험의 영역에서 다루어질 필요가 있다. 본 연구는 사용자 경험 분야의 대표적 방법론인 디자인 사고 접근법을 챗봇 개발에 적용하여, 사용자 니즈 기반의 챗봇 개발 프로세스를 제안하고자 한다. 사용자 관찰을 통해 팩트(Fact) 수집을 시작으로, 인사이트(Insight)를 도출하고 기회영역(Opportunity)을 발굴하는 추상화의 과정을 수행한다. 이어서 사용자의 멘탈모델에 맞는 기능을 제공하고 원하는 정보를 구조화하는 구체화의 과정을 통해, 사용자의 니즈에 부합하는 챗봇을 개발할 수 있을 것으로 기대한다. 본 연구에서는 제안한 프로세스의 실효성을 확인하기 위하여 국내 화장품 시장을 대상으로 실제 구축 사례를 함께 제시한다. 본 연구는 챗봇 개발 프로세스에 사용자 경험을 접목한 점에서 이론적 시사점을 가지며, 기업이나 기관이 바로 적용 가능한 현실적인 방법을 제안한다는 면에서 실무적 시사점을 가진다.

• 산경연구논집
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• 제10권3호
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• pp.45-58
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• 2019

Purpose - The purpose of this study was to investigate the effects of the chatbot's characteristics (ease of use, social presence, playfulness, usefulness) on service value, customer satisfaction and reuse intention when consumers purchased fashion products in the mobile shopping environments. Research design, data, and methodology - Data were collected from Korean consumers from ages 20 to 59 who have experienced using chatbot in a mobile shopping for fashion products. After a pilot survey to 53 customers, the preliminary questionnaire was revised for the final test, and the final questionnaire was administered to 1500 customers. Out of these, 300 were collected. After deleting 48 incomplete ones, 252 questionnaires were used in the statistical analysis. Frequency analysis and exploratory factor analysis using SPSS 23.0 and confirmatory factor analysis and structure equation analysis using AMOS 18.0 were employed for data analyses. Results - First, four factors were extracted for the chatbot's characteristics: ease of use, social presence, playfulness and usefulness. Second, regarding the effect of chatbot's characteristics on service value when purchasing fashion products in the mobile shopping environment, ease of use, playfulness and usefulness of chatbot significantly affected service value. Social presence did not have significant effects on service value. Third, in terms of the effect of the chatbot's characteristics on customer satisfaction when purchasing fashion products in the mobile shopping environment, social presence, playfulness and usefulness of chatbot significantly had an effect on customer satisfaction. Ease of use did not have a significant effect on customer satisfaction. Fourth, service value of chatbot when purchasing fashion products in mobile shopping environment was found to have an effect on customer satisfaction with chatbot. Fifth, service value of chatbot on reuse intention when purchasing fashion products in the mobile shopping environment was found to have an effect on reuse intention of chatbot. Sixth, customer satisfaction with chatbot had a significant impact on the reuse intention of the chatbot when purchasing fashion products in the mobile shopping environment. Conclusions - The present study provide dimensions on the chatbot's characteristics and these may provide helpful data for further studies in this area and for marketers as well.

• 패션비즈니스
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• 제27권3호
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• pp.50-62
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• 2023

The e-commerce fashion market has experienced a remarkable growth, leading to an overwhelming availability of shared information and numerous choices for users. In light of this, chatbots have emerged as a promising technological solution to enhance personalized services in this context. This study aimed to develop user-product attributes for a chatbot-based personalized fashion recommendation service using big data text mining techniques. To accomplish this, over one million consumer reviews from Coupang, an e-commerce platform, were collected and analyzed using frequency analyses to identify the upper-level attributes of users and products. Attribute terms were then assigned to each user-product attribute, including user body shape (body proportion, BMI), user needs (functional, expressive, aesthetic), user TPO (time, place, occasion), product design elements (fit, color, material, detail), product size (label, measurement), and product care (laundry, maintenance). The classification of user-product attributes was found to be applicable to the knowledge graph of the Conversational Path Reasoning model. A testing environment was established to evaluate the usefulness of attributes based on real e-commerce users and purchased product information. This study is significant in proposing a new research methodology in the field of Fashion Informatics for constructing the knowledge base of a chatbot based on text mining analysis. The proposed research methodology is expected to enhance fashion technology and improve personalized fashion recommendation service and user experience with a chatbot in the e-commerce market.

• 한국지진공학회논문집
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• 제27권6호
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• pp.331-337
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• 2023

Due to the aging of a building, 38.8% (about 2.82 million buildings) of the total buildings are old for more than 30 years after completion and are located in a blind spot for an inspection, except for buildings subject to regular legal inspection (about 3%). Such existing buildings require users to self-inspect themselves and make efforts to take preemptive risks. The scope of this study was defined as the general public's visual self-inspection of buildings and was limited to structural members that affect the structural stability of old buildings. This study categorized possible damage to reinforced concrete to check the structural safety of buildings and proposed a checklist to prevent the damage. A damage assessment methodology was presented during the inspection, and a self-inspection scenario was tested through a chatbot connection. It is believed that it can increase the accessibility and convenience of non-experts and induce equalized results when performing inspections, according to the chatbot guide.

• 한국빅데이터학회지
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• 제3권2호
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• pp.79-85
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• 2018

챗봇의 활용도가 점점 커지고 AI 시장이 커지면서, 많은 기업 들이 관심을 가지고 있다. 그리고 누구나 챗봇을 만들 수 있게, 기업들이 챗봇 빌드 서비스를 제공함으로써 성장에 더욱 박차를 가하고 있다. 이렇게 쉽게 챗봇을 만들어 메신저 플랫폼에서 서비스 할 수 있게 됨으로써 기존 애플리케이션 시장에 변화가 일어나고 있다. 본 논문에서는 기존 DB 기반 애플리케이션들을 메신저 플랫폼 기반 애플리케이션으로 설계 및 구현하는 방법론을 제시하고, 실제 구현 시 고려해야 할 사항을 정리하여, 최적의 시스템 구조를 제공한다. 이러한 방법론에 따라 교육 과정에서 수강생들에게 정보를 제공하는, 교육 Advisor의 역할을 하는 챗봇을 설계 및 구현하였다. 구현한 애플리케이션은 사용자들이 원하는 정보를 사용자의 관점에서 객관화하여 대화형 인터페이스를 통해 신속하고 직관적으로 전달한다. 이러한 서비스를 구현하고, 실제 서비스해봄으로써, 앞으로 DB 기반 정보제공 애플리케이션들이 챗봇으로 구현되어 대화형 인터페이스를 통해 양방향 소통하는 방향으로 바뀔 것을 예측한다. 이러한 서비스를 구현하고, 실제 서비스해봄으로써, 앞으로 DB 기반 정보제공 애플리케이션들이 챗봇으로 구현되어 대화형 인터페이스를 통해 양방향 소통하는 방향으로 바뀔 것이다. 기업의 Legacy 애플리케이션은 인터넷과 모바일 환경으로의 전환에 이어 대화형 기반의 의사결정을 지원하는 챗봇이 Digital Transformation의 중요한 역할을 할 것이다.