Peculiarities And Perspectives Of Client And Chatbot Interaction In The Counselling Sphere
Abstract
Interaction of individuals with chatbots of different levels in order to obtain information has received maximum application in the sphere of consulting services. These are counselling centres or specialised service organisations. The problem is that a part of clients' rejection of counselling through chatbots and even their loss has been discovered. On this basis, it seemed to the author especially important to identify the critical features of chatbot-human interaction. Accordingly, the task that determined the achievement of the goal was the analysis of the client's behaviour in the course of counselling. The results of the research conducted in 2022 were used as data. As a result of the analysis of the received data, among the clients who applied to the Company's consulting service, it was possible to identify two groups, which can be conditionally called "advanced" and "traditionalists". "Advanced" bravely study the Company's website, try to get maximum useful information in the process and only after that contact a chat-bot for missing information. Representatives of this group do not experience negative emotions because of communication with it and show interest in this form of communication. "Traditionalists" overwhelmingly prefer communication with the operator, as they expect detailed information from him. Besides, other factors influencing their further choice were also revealed: whether to remain a client of this Company or to prefer some other.
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About this article
Publication Date
31 October 2024
Article Doi
eBook ISBN
978-1-80296-133-1
Publisher
European Publisher
Volume
134
Print ISBN (optional)
-
Edition Number
1st Edition
Pages
1-658
Subjects
Sociolinguistics, linguistics, semantics, discourse analysis, translation, interpretation
Cite this article as:
Alexandrovna, R. T. (2024). Peculiarities And Perspectives Of Client And Chatbot Interaction In The Counselling Sphere. In D. K. Bataev, S. A. Gapurov, A. D. Osmaev, V. K. Akaev, L. M. Idigova, M. R. Ovhadov, A. R. Salgiriev, & M. M. Betilmerzaeva (Eds.), Social and Cultural Transformations in the Context of Modern Globalism (SCTCMG 2023), vol 134. European Proceedings of Social and Behavioural Sciences (pp. 631-636). European Publisher. https://doi.org/10.15405/epsbs.2024.10.80