"Forgot your password again?"

Abstract

Over the last few years, chatbots have become a common channel for customer service interactions. In contrast, their usage for in-company applications and respective scientific knowledge about so-called virtual enterprise assistants from a user perspective are still scarce. In this paper, we studied the acceptance and user experience of a chatbot for in-company IT support. In a user study, 12 employees of a bank and a hospital evaluated and assessed a respective chatbot prototype supporting three typical use cases. Our results indicate that such an in-company chatbot is well-suited for structured use cases, such as resetting a password and releasing an email attachment from quarantine. Participants appreciated the simplicity, the pro-active guidance and immediate feedback. The participants assessed a chatbot and the phone as preferred channels to the IT help desk.