Hegde, P and Visveswar, I and Nagarkatti, V and Gupta, H and Kumar, T (2024) Enhancing Electronic Retail Experiences by Leveraging Conversational UX. In: International Conference on Business and Technology, ICBT 2024, 9 April 2024through 20 April 2024, Cambridge, pp. 44-53.
Full text not available from this repository. (Request a copy)Abstract
This study examines how customers experience shopping in electronic stores offering a wide range of products and addresses the challenges in getting assistance during peak hours. It was observed that stores were most crowded on weekends and weekday evenings, with limited staff availability to address customer needs adequately. Novice customers of different demographics had varying preferences for assistance, leading to difficulties in receiving timely support. Additionally, many customers preferred purchasing items in-store for a hands-on experience but faced challenges in finding available staff members. A conversational chatbot �Techie� has been developed to enhance the overall shopping experience and complement in-store human interaction when representatives are unavailable. © The Author(s), under exclusive license to Springer Nature Switzerland AG 2024.
| Item Type: | Conference Paper |
|---|---|
| Publication: | Lecture Notes in Networks and Systems |
| Publisher: | Springer Science and Business Media Deutschland GmbH |
| Additional Information: | The copyright for this article belongs to Publisher. |
| Keywords: | Chatbots; Conversational UX; Customer experience; Customer need; Electronic retail; Humaninteraction; Novice; Representative; Staff members, Sales |
| Department/Centre: | Division of Mechanical Sciences > Department of Design & Manufacturing (formerly Centre for Product Design & Manufacturing) |
| Date Deposited: | 14 Nov 2024 17:07 |
| Last Modified: | 14 Nov 2024 17:07 |
| URI: | http://eprints.iisc.ac.in/id/eprint/86690 |
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