Chatbotsasanapproachforafasterenquiryhandlingprocessin

theserviceindustryAcomparativestudyattheÖAMTC

BachelorThesisforObtainingtheDegree

BachelorofBusinessAdministrationin

TourismandHospitalityManagement

SubmittedtoDr.LyndonNixon

AlinaAnnaAlexandraWeißensteiner

1511041

Vienna,12thofApril,2018

2

Affidavit

IherebyaffirmthatthisBachelor’sThesisrepresentsmyownwrittenworkandthatI

haveusednosourcesandaidsotherthanthoseindicated.Allpassagesquotedfrom

publicationsorparaphrasedfromthesesourcesareproperlycitedandattributed.

Thethesiswasnotsubmittedinthesameorinasubstantiallysimilarversion,noteven

partially,toanotherexaminationboardandwasnotpublishedelsewhere.

12/04/2018

Date Signature

3

Abstract

Theintegrationofnewtechnologiesinserviceindustriesisillustratingan

increasinglyimportantfactorforcreatingawell-perceivedcustomer’sexperience.

Nowadays,itisthemaingoaloforganisationstocreateacustomerservice

experiencewhichcustomersaresatisfiedwithandtocreateloyaltyamongstthem.

Todoso,chatbotscanbeusedbecausetheyareavailablepermanently,providing

quickanswers,theycanpromoteoffersandincreasecross-andupselling(McCall,

2017),theycanmakeindividualrecommendationstothecustomer,increase

convenience,saveoverallcostsandmaximisecustomerengagementandoutreach

(Jain,2016).Likewise,incorporatingchatbotscanbringalonggreatpotentialtoopen

upnewopportunitiesconcerningcustomerservice.However,chatbotsalsocarry

alongmanylimitations,especiallybecausetheyhavebeenincommercialuseonly

forafewyears.(Fakhruddin,2017)AstheÖAMTCisthecentralfocusofthisthesis,

theprioritywastounveiltheadvantagesanddisadvantagesofGerman-operating

chatbotsinserviceindustries.Inaddition,acomparativeevaluationwasdonein

ordertobeabletogiveinsightsintotheusefulnessofchatbotsandtoprovide

recommendationsforincorporatingachatbot.Subsequently,thisdissertation

preparesalistofsomeoftheÖAMTC’senquiriesincludingwhichonescouldbe

standardisedandwhichonesrequirehumaninteraction.

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TableofContents

Affidavit.................................................................................................................2

Abstract.................................................................................................................3

TableofContents...................................................................................................4

1 Introduction....................................................................................................6

1.1 AimsoftheBachelorthesis..........................................................................6

1.2 Glossary........................................................................................................7

2 Literaturereview..........................................................................................10

2.1 Definition....................................................................................................10

2.2 Human-computerinteraction....................................................................11

2.3 Components...............................................................................................12

2.4 Opportunities.............................................................................................13

2.5 Challenges..................................................................................................14

2.6 Economicvalue..........................................................................................16

2.7 Capabilitiesandmetrics.............................................................................17

2.8 Usage..........................................................................................................18

2.8.1 Customerservice................................................................................18

2.8.2 Conferenceinformation.....................................................................18

2.8.3 Tourismandhospitality......................................................................20

2.9 History........................................................................................................21

2.9.1 ELIZA...................................................................................................21

2.9.2 Elizabeth.............................................................................................22

2.9.3 ALICE...................................................................................................25

3 TheÖAMTC...................................................................................................29

3.1 Facts...........................................................................................................29

3.2 Membershipsandnumbers.......................................................................30

3.3 History........................................................................................................31

3.3.1 TheÖsterreichischeTouring-Club......................................................31

3.3.2 TheÖsterreichischeAutomobil-Club..................................................32

3.3.3 1914-1946..........................................................................................32

3.3.4 Since1946..........................................................................................33

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3.4 TheÖAMTCasanemployer.......................................................................34

3.5 InnovationattheÖAMTC...........................................................................35

3.6 TheRMSdepartment.................................................................................36

4 Methodology................................................................................................39

5 Interviewresults...........................................................................................40

5.1 Summary....................................................................................................41

6 Thechatbotplatforms..................................................................................43

6.1 Chatfuel......................................................................................................44

6.2 Botsociety...................................................................................................48

6.3 ItsAlive........................................................................................................51

6.4 Onlim..........................................................................................................53

6.5 Summary....................................................................................................57

7 Analysis........................................................................................................60

7.1 Structure.....................................................................................................60

7.2 Chatbotplatformsandtheircapabilities....................................................62

7.2.1 Functionalitiesandmetrics................................................................62

7.2.2 Personalevaluation............................................................................63

8 Discussion.....................................................................................................69

8.1 Listofenquiries..........................................................................................71

9 Conclusion....................................................................................................73

10 Futureworkandlimitations......................................................................79

Bibliography.........................................................................................................81

Appendices..........................................................................................................88

Appendix1.............................................................................................................88

Appendix2.............................................................................................................91

Appendix3.............................................................................................................93

Appendix4...........................................................................................................107

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1 Introduction

Chatbotsappeartobealmostanywhere–whetherthatisKIA’sFacebookpage

(https://www.facebook.com/Kiamotorsworldwide/)interactingwiththecustomer

onFacebookMessengerorSnapTravel(https://www.facebook.com/snaptravel/)

tryingtofindtheperfecthotelviasimplyinteractingwiththecustomeron

messagingapps.(Sablich,2017)

Nowadays,chatbotshavegainedpopularityduetotheirpermanentavailabilityas

Software-as-a-Service,theirimprovedlinguisticfeaturesandtheimprovementof

intelligencethankstomachinelearningandAI.Asaresult,chatbotshave

contributedtoonethirdtohalfofallonlineconversationsfrom2007to2015.

(Tsvetkovaetal.,2016inBenton&Radziwill,2017)Interestingenough,chatbots

wereactuallyfirstdesignedtofindoutwhetheruserscouldbemisledintothinking

theywerehumanbeings.(AbuShawar&Atwell,2007a)

DmitriiDumik,theco-founderofChatfuel,believesthatchatbotswillturnintoa

moreengagingexperienceandfinallybecomejustasorevenmorepopularthanthe

mobileapplicationistoday,providingtheuserwithamoreconvenientexperience.

(Russell,2016)

Onemaynotconsiderchatbotsasbeingoneofthenewestandmostemerging

trendsintechnologyandSocialMedia,however,Schlicht(2016)arguesthatthefour

biggestmessagingapplicationshavealreadyovertakenthefourbiggestsocial

networkingappsinnumberofactiveusers,whichdemonstratestheincreasing

significanceofengagingwithcustomersviamessagingapplications.Furthermore,

thefactthatchatbotsarefasterthanmostotherapplicationsorwebsitesforusers

toreachtheirgoalsillustratethefurtherimportance.

1.1 AimsoftheBachelorthesis

The aim of this Bachelor thesis is to present the results of the literature review,

examiningtheimportanceandusefulnessofchatbotapplications.Furthermore,the

objective istoprovideacomparativestudybetweendifferentchatbotplatformsin

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order to be able to evaluate which one will be the most convenient and most

appropriatetousefortheenquiryhandlingprocessattheÖAMTC.

Withoutcontroversy,technologydevelopsallthetimeandchatbotshaveshapedpart

ofthemostrecentdevelopments.However,littleisknownwhetherthistechnological

trendisactuallyworkingwellinday-to-daylifeandisacceptedandusedbycustomers.

Consequently,anotherpurposeofthisresearchistodeterminewhetherchatbotsare

readytobeusedinprofessionalsetting.

Inansweringthesequestions,thethesisaimstoprovideanoverviewofthecurrent

state of chatbots, especially with regards to being exchanged with a human

infomediary.Thereupon,itisintendedtopreparesuggestionsforbusinesseswanting

to incorporate a chatbot application.Although thehistory and the components of

chatbotsbuildpartoftheliteraturereview,themainfocusisputontheprofessional

aspectsofthissubject.

It is to mention that the focus in this research lies on text-based chatbots only,

however, as proposedbyDurkin (n.d.), it is to acknowledge thatAI shifts towards

beingvoice-based,outofwhichbothhavethesametechnologybehindthem.(Knight,

2017)

1.2 Glossary

Chatbot

Theword chatbot originates from the twowords chat and robot and describes a

relativelynewcomputerapplicationdesignedtosimulateconversationswithusersvia

achat.(DefinitionofChatbotin,n.d.)

ArtificialIntelligence

ArtificialIntelligenceisbestdescribedasthedevelopmentofacomputersystem’s

abilitytoperformtasksnormally,requiringhumanintelligence,suchasvisual

perception,speechrecognition,decision-makingandtranslationbetweenlanguages.

(DefinitionofArtificialIntelligence,n.d.)

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NaturalLanguageProcessing

NLPcanbedefinedastheapplicationofcomputationaltechniquestotheanalysisand

synthesisofnaturallanguageandspeech.(DefinitionofNaturalLanguage,n.d.)

Algorithms

Algorithms are processes or sets of rules to be followed in calculations or other

problem-solvingoperations, especiallybya computer. (DefinitionofAlgorithms in,

n.d.)

AIML

AIMLisaXMLbasedprogramminglanguagewhichwasinitiallydesignedtohelpthe

developmentofA.L.I.C.E.,createdbyRichardWallace,andisatextfilewithaspecific

structurewhichmakesuptheknowledgebaseofachatbot.Nowadays, it iswidely

usedinthedevelopmentofsoftwareagentsthatcommunicatewiththeirusersusing

NaturalLanguage.(Burguilloetal.,2009)

Enquiry

Anenquirycanbeexplainedasanactofaskingforinformation.(Definitionof

Enquiryin,n.d.)InthecaseoftheÖAMTC,enquiriescanbesentviamailincase

questionsorproblemsarise.

JSON

JavaScript Object Notation is a lightweight data-interchange text format that is

independentofanyotherlanguage,butusesconventionswhicharesimilartoother

programminglanguages.(TheJSONDataInterchange,n.d.)

SQL

SQL, Structured Query Language, is an international standard for database

manipulation.(DefinitionofSQLin,n.d.)

Query

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Aquerycanbedefinedasaquestion,especiallyoneexpressingdoubtorrequesting

information.(DefinitionofQueryin,n.d.)

Personalisation

Personalisation includes using user specific information to individually shape the

interactionprocesswithcustomers.(Pinhanez,2011)

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2 Literaturereview

2.1 Definition

“Themostprofoundtechnologiesarethosethatdisappear.Theyweavethemselves

intothefabricofeverydaylifeuntiltheyareindistinguishablefromit.”(Weiser,1991)

What can be drawn from this quote is that any technology that is implemented,

acceptedandused frequentlyby thehuman species gets tobe taken for granted,

whileturningintoanessentialandbecominglabelledasanecessityofeverydaylife.

At one point, there will be no point of return, guaranteeing that the mentioned

technologywillstaypartofthelivesofeveryone.BentonandRadziwill(2017)suggest

thatthiscouldhappenwithchatbots.

BentonandRadziwill(2017)describeachatbotastheimpressionofinteractingwith

humansonline,whileactuallycommunicatingwithacomputersoftware,puttolife

by natural language input. Others simply define it as a computer program which

imitatesconversationswithusers,applyingartificialintelligence.(Wong,2016)

Scharl (2004) explains that a chatbot is a softwarewhich typically permits textual

communicationusingnaturallanguage.Itseemscrucialfortheuser’sacceptanceof

chatbots to simulate real humans, which in turn further highlights the critical

importance fora largeknowledgebase, i.e. theexistingsetof rulesachatbothas.

(Scharl,2004)

With more andmore advertising making it to and overwhelming customers both

online and in real life, thedifficultyof reaching them turnsmoreandmore into a

difficulttask.Chatbotscouldsoonbecomeoneofthebestwaysfororganisationsto

get in touch with the individual customer and will decide upon a company’s

competitiveness. (Moore, 2017) Furthermore, key developments concerning the

growthofmessagingservicesandtheadvancesinArtificialIntelligencehavelargely

attributedtotherecentinterestinchatbots.(Guzman&Pathania,2016)

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2.2 Human-computerinteraction

Human-computer interaction requires the accurate development of information

systemswhichserveasasupportforuserstoperformactivitiesinamoreproductive

andaccuratemanner.(Preece,1994)Thisisrelevantfororganisationsasitiscrucial

forthemtomakesurenewlyimplementedtechnologyislargelyacceptedbyusersin

reallife.

Newchanges in technologywillonlybeadaptedoncetheyarewelldesigned.This

doesnotnecessarilyapplytoeverysingleindividual,butitiscrucialtomakesureto

welcome the people to whom it was intended for, which in turn highlights the

importanceofusabilitytesting.(Preece,1994)AccordingtoNorman(1988,1992,in

Preece,1994),visibilityandaffordancecanbeclassifiedasthetwomainprinciplesto

ensure appropriate human-computer interaction, i.e. technologies should be clear

andfunctionaltoauser.Again,asmentionedabove,thisemphasizestherelevance

ofusability.(Preece,1994)

Usability refers to the easiness to learn and use systems. If a computer system is

poorly designed, users will come across obstacles and increasingly find it useless.

However,agoodusabilitydoesnotnecessarilyimplythatacomputersystemprovides

many different features. By ensuring good usability, a firm strives to understand

people’s characteristics andhow theyusea technology,establish tools todevelop

computer systems thatare suitable for theactivities theyare intended for,and to

achieve an efficient and effective human-technology interaction. Taking all these

aspects intoconsideration, thepriorityshouldalwaysbetheuserhimself. (Preece,

1994)

Makingsureacomputersystemworksaccordingtostandardslaiddownbeforehand

canbemeasuredbyusingmetrics.Simplyput,metricsarenumericalmeasures.Many

differentkindsofmetricscanbeused,varyingdependingonwhattheyareintended

tobeusedfor.Thefourmainallocatedclassesareasfollows(Preece,1994):

(1) Durationmeasuresareusedinordertobeabletomeasurehowmuchtimeis

spentdoingacertainactivity.

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(2) Count measures ensure to record the amount of times a specific action

happened.

(3) The proportion of the task completed is naturally not such an easy

measurement,however, themain thought is to, firstly, setgoalsand then,

secondly,counthowoftenthedesiredoutcomewasachieved.

(4) Similarly,thequalityofoutputisdifficulttomeasureasitismadeupofmany

components.Onecouldsimplyarguethatitissimpletodividebetweengood

andbadquality,however,whenitcomestohuman-computerinteraction,the

user’sperceptionplaysabigrole.

2.3 Components

Generally,onecanthinkofchatbotsasthecombinationofthreeparts,namelythe

interface,whichistheinterfacebetweenthechatbotandthehumanusersthrougha

messaging app or a chat session on a company’s website, the intelligence, which

allowsthechatbottounderstandandsolvecustomerqueriesandtolearnfromeach

interaction, and the integration, which mainly covers the integration with other

systemsandplatforms.(Guzman&Pathania,2016)

Furthermore,chatbotsconsistofinputsandoutputs.(Preece,1994)

According toPreece (1994), inputcanbebestdescribedas recordingandentering

dataintoasystemanddeliveringinstructionstothesystem.Inorderforachatbotto

work,theuser’sinputintothechathastomatchwithoneofthepre-definedinputs

inorderforthecomputersystemtobeabletointerpretitcorrectly.Consequently,

thethreekeyelementsincludethefollowing:Achatbothastobeabletoadhereto

thecharacteristicsofitsuser,beappropriateforthetasksitisintendedtoperform

andtheworkandenvironmentitisdesignedfor.Afterimplementing,makingsureto

acquireappropriate feedback inorder tobeable toevaluate thesystem itselfand

havethepossibilitytoadaptappropriatechanges.(Preece,1994)

Outputcanbedefinedastheconversionofinformationfromacomputersysteminto

a form which is recognisable to a human. (Preece, 1994) Similar to inputs, it is

importanttoknowwhomandwhatthesystemisintendedforsothatanappropriate

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input-output-structure can be set up. As proposed by Preece (1994), collecting

feedbackisimportantforthelong-runusabilityofacomputersystem.

2.4 Opportunities

Thetimeswheninteractingviatelephonecallsorface-to-facecontactweretheonly

possible solutions for communicating with customers are over. With chatbots

becomingmoreandmorepopular,theiradvantagesarealsocomingtoshow.(McCall,

2017)

Themainadvantageofchatbotsaretheirpermanentavailability.Chatbotsareonline

allthetime,handlingtheuser’squeries.Ascustomersexpectaccurate,individualand

quickanswerswhencontactingacompany,chatbotswilladheretothoseexpectations

duetotheirextensiveknowledgeandavailability.Additionally,theproblemofhaving

towaituntilonegetsthroughtoanemployeeissolvedaswellsincemostchatbots

offer the feature of handling unlimited queries at the same timewithout causing

problems. However, it is recommended to let users know that they are

communicatingwithacomputerupfront,ratherthantryingtohideitfromthemand

trickthem.(McCall,2017)

Chatbotshavethecapabilitytoincreasecross-andupsellingandtosupportcustomers

infindingtheperfectitemwhenshoppingonline.(McCall,2017)Bydoingso,chatbots

areabletomakerecommendationsbasedonpastinformation,preferencesandorder

histories. This will also enable one-click ordering the following time, increasing

convenienceforthecustomer.(Jain,2016)Furthermore,therewillnotanymorebea

needforansweringFAQsaschatbotsworkasasubstitutionforthem,automizingthe

process and at the same time providing customerswith appropriate answers and

increasingsatisfactionamongstthem.(McCall,2017)Deployingbotsone-commerce

platformsisbeneficialasitcanalsotakeoverthereturnprocess,reducingresources

spent on staff and maximising customer’s satisfaction and loyalty. (Jain, 2016)

According to Fakhruddin (2017), the estimated annual savings due to the use of

ArtificialIntelligencebotswillbeover8billiondollarsby2022.

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Nowadays,itispossibletofindanorganisation’stargetaudienceeasilyandmarketits

product well to it. Chatbots can function as a subscription tool and, for example,

providefitnesstips,whichoffersacompanytheopportunitytopromoteandsellan

appropriate itemorproduct,usingthissubscriptionchatbotforaffiliatemarketing.

(Jain,2016)

Thefourmainadvantagesofchatbots includeaddedconvenience,savedcosts,the

opportunitytomaximisecustomerengagementandoutreachandminimisecustomer

servicemanhours.(Jain,2016)

Thetravelindustrycouldspecificallybenefitfromusingchatbotsastheyserveas24-

hour customer care specialists and, if setupwell,without thenecessityofhuman

interaction.Furthermore,customerswillbeservedquicklyasthetimespentwaiting

for anenquiry tobe answered is reducedand chatbotsprovide answers instantly.

(White,n.d.)

AccordingtoastudyconductedbyRetale,asproposedbyWhite(n.d.),themajority

of humans is open towards using chatbots, which could mean that, if used by

customers regularly, a company will be able to profile customers and collect rich

qualitativedata,enablingtheidentificationoftrendsamongstthecompany’starget

group.Additionally,abusinesscouldsendout feedback formsor surveysafter the

conversation and collect even more information on how to improve the guest’s

experience.(White,n.d.)

2.5 Challenges

Like any other form of technology, chatbots also have a few disadvantages and

potentialrisks.(Fakhruddin,2017)

Heterogeneityissuesexertinfluenceandgreatimpactonanyservice.Customersare

individuals with their own identities and requirements, allowing the provision of

services to be highly unique and tailored to the specific individual. This is also

representedbytheneedofpersonalisation.Furthermore,itisnotonlyimportantto

focuson servicequality consistency inordernot tobeguided intoaviciouscircle,

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wherebadservicequalitycouldpotentiallyruinabusiness,butalsotoprovideservice

recovery for any unsuccessful services. (Pinhanez, 2011) All these aspects are not

solelyapplicabletochatbotsbutallotherinternetservices.

Generally,almostallserviceprocesseshavetodealwiththeissueofsimultaneityor

inseparability.Thisencouragesthefactthatmostofthetime,servicesareproduced

andconsumedatthesamemoment,meaningthatproductionwillnotstartaheadof

inputprovisionoftheuser.(Pinhanez,2011)Naturally,thiswillalsohaveaneffecton

any enquiry handling process. Demand is difficult to predict, so it can be that the

respectiveemployeeplanned less time thanhe shouldhave inorder toanswerall

enquiries on a correct and timely basis. Pinhanez (2011) further evaluates the

importanceofperformanceconsistencyandtheabilitytohandledifferentserviceson

anequallywell-perceivedlevel.However,alltheseprocessesareintangible,makingit

evenmoredifficulttomeasuretheeffectivenessofserviceprovision.

As chatbots are programmed by developers, they exist of pre-programmed

knowledgeandwillonlyrecogniseaninputifitaccordstoanexpectedpath.Assoon

assomethingthatdoesnotfittheexpectedpathisputintothechatbot,theoutput

willbegreatlyaffected.Theoutputwillthereforeeitherberepetitiveorirritatingfor

the customer, not providing the correct answer and leaving users unsatisfied.

(Fakhruddin,2017)Onemajorproblemaligning inputprovision formssarcasmand

irony,aschatbotsseemtobeunabletointerpretsarcasmintherightway,thinkingof

itasgenuine.(Thapa,2016)

Asmentioned in2.4, an advantageof chatbots is the conveniencewhen shopping

onlineandfindingproductsforacustomerviathechat.(McCall,2017)However,this

could also lead to possible confusions, changing the customer’s buying decisions.

Havingtonarrowdowneachfiltercharacteristic,forexamplesize,colour,typeand

material, could become a time-consuming task, reducing the convenience for the

customerandeliminatingtheadvantageofthisaspect.(Fakhruddin,2017)

Due to the decrease of customer serviceman hours, as proposed by Jain (2016),

chatbotscouldpossiblycontributetoadecreasingdemandforworkers.Themainjobs

thatwillbeaffectedareoneswithlow-levelandrepetitivetasks,becomingreplaced

by a chatbot as a standardised process. In the long run, the threat of decreasing

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demandfor low-level jobswillparticularlybecomeserious indevelopingcountries,

wherealargeshareofthepopulationworksinsuchajob.(Fakhruddin,2017)

Sincetheworld-wideuseofchatbotshasonlybeenboomingforthelastfewyears,

thethreatofsocialengineeringattackshasbeenveryhigh.TheexampleofMicrosoft

Tay,whichstartedto tweetracist tweets justdayswithin its launch,demonstrates

thathackerstriedtoabusechatbotstospreadracist,sexistorotheroffensivenews.

Furthermore, some user’swillingness to use a chatbot could be held back for the

reasonthatchatbotdatahandlingseemstobeanissuewhichwasnotyetproperly

solved. Users should be able to trust the chatbot and any data, but especially

confidentialinformationmustbetreatedsecurely.(Fakhruddin,2017)

Althoughthetravelindustrycouldbenefitfromincorporatingchatbots(White,n.d.),

theKayakMobileTravelReport(2017)indicatesthatthemajorityofBritishcitizensis

stillunsureabouttheusageofchatbots.34%areconcernedaboutdatasecurityand

almostathirdisworriedthatthechatbotwillnotbeabletounderstandtheenquiry

sent.Additionally,33%believethatachatbotwouldgivethemanincorrectanswer.

(KayakMobileTravelReport,2017)Theseaspectscouldpotentiallylimitthedegree

towhichchatbotsareacceptedandusedamongstcustomers.

2.6 Economicvalue

Measuringtheeconomicvalueofachatbotisdifficultandvariesdependingonthe

industryandtheindividualorganisation.Onewaytodosowouldincludemeasuring

theincreaseinsalesforashoporthechangeinwebsitevisitorswhobookedaroom

forahotel.Thedatacollectedshouldbecomparedtotheyearinwhichthechatbot

hasnotyetbeenimplemented.Thedatacollectionprocesstakestimeandneedsalot

ofresources.(Jessa&Lasek,2013)

Whatcouldbefoundlikelytoimproveisthatahotel’schatbotimplementationmay

leadtoanincreaseinrevenue.However,Jessa&Lasek(2013)suggestthatachatbot

cansupportahotel’scustomerserviceasitprovidesinformationandcanalsohelp

owners todetecta customer’sopinionandexpectationof thehotel. Furthermore,

hotelownerswillget thechance todetectcertaingapson theirwebsite.Even ifa

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conversationdoesnotleadtoanimmediatepurchase,achatbotwillstorevaluable

informationaboutpotentialcustomersandistherefore,economicallyseen,priceless.

However,accordingtoFarrerasetal.(2015),themeanaveragewordspermessage

lengthisshorterwhenhumanscommunicatewithachatbotratherthanwhenthey

do sowithanotherhuman,while theaveragemessages sentper conversationare

higher. Furthermore, there is also a difference in use of profanity and use of foul

words:bothofthosevariableswerehigherduringthehuman-chatbotconversation

comparedtothehuman-humanone,allindicatingthathumansactuallycommunicate

differentlywithchatbotsthanwithrealhumansandfeelmoreuncomfortabletalking

toachatbot.Thiscouldpossiblyleadtoanegativeeffectonacustomer’swillingness

touseachatbot.

2.7 Capabilitiesandmetrics

Therearesomechatbotcapabilities,functionalitiesandmetricswhichareusedinthis

research to determine the effectiveness and usefulness of the different chatbot

platforms.

Firstly,somemetricsthatcouldbeusedtodeterminetheusefulnessofachatbotare

numberofmatchesperquestion,whichisthenumberofevaluatorswhomanagedto

findanswersfromthechatbotperquestionasked,andnumberofmatchesfoundper

userorintotal.(AbuShawar&Atwell,2007b)

Additionally, efficient chatbots offer the possibility to schedule the posts and

messages.Bydoingso,theywillprovidehelpinplanningthemarketingactivitiesofa

company and will remind the users of changes or news such as special offers,

promotions,discountsornewinventories.(Singh,2017)

Inorderforcompaniestobeabletomeasuretheresultsofthechatbotsandwhether

the conversations were successful, a chatbot should provide the company with

summariesoftheconversationsandstatisticaldata.Organisationscanusechatbots

toconductdatacomparisonandadditionaldataanalytics.(Singh,2017)

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Furthermore,achatbotcanbedescribedasadvancedincaseitiscapableofanalysing

unstructured data, which represents roughly 80% of all digital data. Organising

unstructureddatawill potentially lead to abetterunderstandingof theusersof a

companyandmakesitpossibletoadaptandchangethechatbot.(Hald,2017)

2.8 Usage

2.8.1 Customerservice

Chatbots form a new development of customer service, changing the way a

customer’s after-sale experience is shaped. Guzman & Pathania (2016) find three

mainreasonswhychatbotsareimportantforcustomerservice.

Firstly,althoughachatbotisnotabletosolveallqueries,routinequeries,whichmake

upmostofallservicerequests,canbestandardisedwithachatbotandwilldelivera

high levelofperformance.To reach thishigh-qualityoutput, roughly fiveweeksof

trainingthechatbotarenecessary.Furthermore,chatbotsmakeiteasyandfastfor

customerstoreachcustomerserviceviamessagingservicestheyalreadyuseonaday-

to-day basis. Many users will therefore be familiar with this type of interaction,

turningitintoaconvenientexperience.Lastly,chatbotswillprovidecompanieswith

an insight into the digital customer and will keep them up-to-date with new

technology.(Guzman&Pathania,2016)

2.8.2 Conferenceinformation

Besidesthegeneraluseofchatbots,therehasbeenonevirtualagentthatwasused

solely for a touristic use: CLARA. CLARA has been developed to serve as both, a

conference information systemanda local tourguide,bothofwhichwould surely

provideusefulinformationandhelpforfirsttimevisitors.(D’Haroetal.,2015)

Thearchitectureofthesystemismadeoutofthreecomponents,namelytheclient

system,awebsocketserveranddifferentresourcesforprovidinginformation.Auser

entersaqueryusingthegraphicalinterface,theapplication,andthesystemwillthen

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createaJSONmessageconsistingofthequeryitself,thedomain,decidingbetween

conferenceortouristicinformation,andGPScoordinates,incasetheuserallowsthe

system to retrieve them. Firstly, the system looks for generic questions, similar to

Elizabeth,andwillretrievethemostsimilarexamplesintheindexascomparedtothe

user’sinput.Incasenoanswercanbefoundintheindex,thesystemwillstartlooking

for possible answers either on the conference search engine or the tourist search

engine.Thiscycleisverysimilarforallkindsofinputs.Toprovideafinalanswer,the

systemsendsbackthefoundanswertothemobileapplicationbygeneratingaJSON

message,containinginformationaboutthefeedback,thetype,asananswercouldbe

amap,anexternalwebsiteetc.,andtheURLtobedisplayed.Incaseofretrievalof

conferenceinformation,thesystemallowstheusertolookafterauthors,affiliations,

countries, titles, conference sessions and events and general questions about the

conference facilities. The system will recognise the input by using fuzzy search

algorithms, which are robust to misspellings. Afterwards, the entities extract

knowledgefromtheknowledgebasesandtheSQLquery isgeneratedandusedto

lookforpapers,authorsorsessioninformationinthedatabase.(D’Haroetal.,2015)

Duringthe15thconferenceoftheInternationalSpeechCommunicationAssociationin

2014,D’Haroetal.(2015)launchedCLARA,makinguseofthe1200attendeesfrom

46differentcountries.Todoso,afreemobileapplicationforboth,theGooglePlay

StoreandtheAppleAppStore,wascreatedandwasabletodisplayinformationabout

authors, the conference schedule, a conference venuemap, provide access to the

conference’swebsiteandevengivethepossibilitytoaddtheconferencescheduleto

thepersonalcalendar.Additionally,theagentscreenwasavailableviatheapplication.

(D’Haroetal.,2015)

Itwas foundthat,generally,userswouldusetheagentscreen lookingfor touristic

information more than they would be willing to retrieve conference information.

However,itwasalsodiscoveredthattherewasahighpercentageofqueries,about

50%,whichthesystemcouldnotanswer,butmostofthese,75%,wereconcerning

out-of-domainqueriesduringchatinteractions,whichthesystemhadproblemswith

detectingananswerforfromtheindexorexternalwebsitesandwasthereforeunable

toprocessthemcorrectly.(D’Haroetal.,2015)

20

2.8.3 Tourismandhospitality

Withdigitalisation,moreandmoreindustriesarerelocatingtheirmainfocustoweb

applications and the internet. The hotel industry has an estimated 75% of all its

bookings done online, resulting in an increasing demand for online information

provision.(Jessa&Lasek,2013)

Incorporatingahotelchatbotcandecideuponthecompetitivenessofanindividual

hotelonthemarket.Ahotelchatbotissolelycreatedforaimingtowardsatargeted

marketinggoal,forexampleincreasingsales.Therefore,itsknowledgebaseislimited

to hotel information and touristic topics, providing users with information on the

hotelitself,thesurroundingsofthehotelandanswerstothemostimportantkindsof

touristicqueries.(Jessa&Lasek,2013)

JessaandLasek (2013)have implementedachatbot toahotel’swebsiteandhave

found some important results. The average conversation length of a chatbot

conversation was 4.2 seconds, with amaximum of 118 seconds, while 36% of all

conversationsconsistedonlyofoneuser inputand60%ofnomorethantwouser

inputs. In comparison tomore general chatbots, hotel chatbots’ conversations are

relativelyshort,whichcouldpossiblybeexplainedbythelimitedknowledgebaseof

ahotelchatbotandthenon-existenceofsmalltalk.Furthermore,anothersuggestion

foranexplanationisthatahotelchatbotisinthiscasesimplyanadditiontoahotel’s

website,notanindividualtoolforbookingaroom.(Jessa&Lasek,2013)

Theresultsshowedthat56%ofallconversationscontainedqueriesaboutthehotel

or itsoffers,while12%oftheconversationsreflectedquestionsaboutthechatbot

itself.Asmentionedin2.8.1.,themajorityofusersperceivedthehotelchatbotasa

person,supportingtheELIZAeffect.(Jessa&Lasek,2013)

According to White (n.d.), Expedia has been a paragon in terms of customer

engagementthroughtheuseofachatbot.ItsFacebookMessengerallowscustomers

tobookahotelwithinthechatbot,onlybeingredirectedtothewebsiteforentering

paymentdetails.

Kayak,atravelsearchengineprovidinginformationonflights,hotels,rentalcarsand

packageholidays,(https://www.facebook.com/kayak/)isanothersuccessstoryofthe

21

implementationofachatbot.Kayak’schatbotdoesnotonlyprovidefullinformation

on these categories, but also proposes different destinations based on the user’s

preference and offers future updates for the customer via Facebook Messenger.

(White,n.d.)

Othercompaniesoperatinginthefieldoftourismandhospitalityandmakinguseof

chatbots include the two airlines KLM (https://www.facebook.com/KLM/) and

Icelandair(https://www.facebook.com/Icelandair/),Bebotofferingchatbotconcierge

fortravellersinJapan(https://www.bebot.io/hotels)andAlofthotelsusingachatbot

togiveguestsanadditionalwaytomakeservicerequests.(Acosta,2017)

2.9 History

2.9.1 ELIZA

Theveryfirstchatbotwhichwascreatedwasintendedonlytoentertainandengage

users.JosephWeizenbaumwasfirsttodesignsuchachatbotinthe1960scalledELIZA

inordertobeasubstituteforapsychotherapistinclinicaltreatment.(Weizenbaum,

1966,1967,inAbuShawar&Atwell,2007a)Thankstoitsuseasapsychotherapist,

the users often set up a highly emotional relationshipwith the program,which is

described by the ELIZA-effect, assigning chatbots characteristics of human

intelligence.(Jessa&Lasek,2013)ELIZAuseskeywordmatching,whichmeansthat

after a certain input, the program will look for matching keywords. If matching

keywordsarefound,thesystemwillconstructanansweraccordingtotherulesnoted

forthisspecifickeyword,andifnot,alinkedremarkisrecalled.Therefore,ELIZAdoes

notnecessarilyunderstandtheproblemsof theusers, sheonlymatchestheusers’

answerswithherstandardresponses.Inordernottoabruptlyendtheconversation

and to stay as human-like as possible, ELIZA tries to keep the chat going by using

certain phraseswhen no keywordmatch can be found, such as “Very interesting.

Pleasegoon.”,or“Canyouelaborateonthat?”andothers.(AbuShawar&Atwell,

2007a)

22

Figure1.ScreenshotofaconversationwithELIZA

Figure1wellportraysthefunctionofELIZA.Asdescribedabove,inthisconversation,

ELIZAusestheinput,re-phrasesitandsimplyexchangesthepersonalpronounsfor

matchingones.

2.9.2 Elizabeth

AnadaptionofELIZAistheso-calledElizabeth,whichhasbeenenhancedtocreate

higherflexibilityandhasthereforecreatedahigherchanceofprovidinganaccurate

andappropriateanswer.(AbuShawar&Atwell,2002)

Elizabethstoresknowledgeinascriptfileformat,whereeachlinestartswithascript

commandnotation inorder todistinguish the individual typesof knowledges. The

notationsareasfollows(AbuShawar&Atwell,2002):

• W,awelcomemessage

• Q,aquittingmessage

• V,avoidinput

• I,aninputtransformation

• K,akeywordpattern

23

• N,akeywordresponsepattern

• O,anoutputtransformation

• M,amemorisedphrase

• &,anaction

• /,acomment

Ascriptfilemaybecomposedofamaximumof4parts(AbuShawar&Atwell,2002):

Partoneincludesallresponsesconcerningwelcome,voidandnokeywordmessages.

Example:

W:HELLO,IAMElizabeth.HOWMAYIHELPYOU?

V:DOYOUHAVEANYTHINGELSETOSAY?

N:TELLMEWHATYOULIKEDOING?(AbuShawar&Atwell,2002)

Parttwoincludesinputtransformationrules,transformingagiveninput.

Example:

I:Granny>grandmother

I:Grandpa>grandfather

If a user inserts “granny” into the system, it will be automatically changed to

“grandmother”.Inputtransformationruleshavetobewritteninlowercase.

Partthreeincludesoutputtransformationrules,whichchangepersonalpronounsto

giveanappropriateresponse.

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Example

O:weare>youare

O:we>you

O:our>your

Partfourincludeskeywordpatterns,matchingalinestartingwith“K”withananswer

startingwith“R”.

Simpleexample

K:MOTHER

R:TELLMESOMETHINGABOUTYOURFAMILY

Compositeexample

K:IBELIEVE[phrase]

R:WHYDOYOUBELIEVE[phrase]?

Patternmatchingisdoneinfivephases:

Step1:Inputtransformationmatching

Step2:Keywordpatternmatching

Step3:Outputtransformationmatching

Step4:VoidorNokeywordmessagesmatching

Step5:DynamicProcesses,referringtoperformingactionswhichchangethescript

whiletheconversationisinprogress.(AbuShawar&Atwell,2002)

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2.9.3 ALICE

TheArtificialLinguisticInternetComputerEntity,ALICE,wascreatedandfirstused

byRichardWallacein1995.DifferenttothesimplekeywordmatchingELIZAuses,

ALICEstoresitsknowledgeaboutEnglishconversationpatternsinAIMLfiles,

ArtificialIntelligenceMark-upLanguage.(ArtificialIntelligenceFoundation,2007;

AbuShawar&Atwell2003;Wallace,2003inAbuShawar&Atwell,2007a)

TheseAIMLfilesarecomprisedofdataobjectscalledAIMLobjects,whichagain,

consistofunitscalledtopicsandcategories.Thetopicshaveanameattributeanda

setofcategoriesrelatedtothisspecifictopic,whilecategoriesrefertothebasicunit

ofknowledgeinAIML.Eachsinglecategoryservesasaruleforaligningtheuser’s

inputtothedesiredoutput,whilealsoconsistingofapatternandatemplate.

<aiml version="1.0"> <topic name="the topic"> <category> <pattern>PATTERN</pattern> <that>THAT</that> <template>Template</template> </category> </topic> </aiml> The<that>tagisnotrequired,yetimportant,asitmeansthatthecurrentoutput

isdependentonthepreviousin-andoutput.(AbuShawar&Atwell,2007a)Each

elementhasanopenandclosetag.(AbuShawar&Atwell,2002)TheAIMLpatternis

rathersimpleandismadeupofonlywords,spacesandthewildcardsymbols_and

*.Thebasicconceptofthepatternmatchingtechniqueistomatchtheinputwith

thelongestpatternmatch.(AbuShawar&Atwell,2007a)

ThereexistthreedifferenttypesofALICE/AIMLcategories.(AbuShawar&Atwell,

2002)

a. Atomiccategoriesarethosewherethepatterndoesnothaveanywildcardsymbol.<category>

<pattern>5 Pounds</pattern> <template>That seems like a fair price</template>

26

</category> Asdisplayedabove,iftheuser’sinputis“5Pounds”,ALICEreplieswith“Thatseemslikeafairprice”.

b. Defaultcategoriesrefertoanycategoriesthatdohaveapatternwithawildcardsymbol.Assumingtheinputis“5Pounds”again,butthesystemdoesnotfindthematchingcategory(asshownina.),thenitwilllookforacategorywithadefaultpatternlikethefollowingone.<category> <pattern>5 *</pattern> <template> This is five</template> </category> Inthiscase,ALICEreplies“Thisisfive”.

c. Recursivecategoriesarecategorieswhichinclude<srai>and<sr>tags,referringtorecursivereductionrules.Recursivecategorieseitherreducegrammaticalcomplexitytosimplerforms,divideinputsintotwoormorepartsandcombiningtheresponseforeachindividualoneandlookforsynonymsinordertofindanappropriateanswer.

c1.Symbolicreduction<category>

<pattern>DO YOU KNOW WHAT THE * IS<(pattern>

<template> <srai>What is<star/></srai> </template> </category> Above,<srai>isinuseinordertosimplifytheinputto“Whatis*”.c2.Divideandconquer<category> <pattern>YES*</pattern> <template> <srai>YES</srai> <sr/> </template> </category> Asshownabove,theinputisdividedintotwopartsandthe“*”ismatchedwiththe<sr>tag.<sr/>=<srai><star/></srai>

c3.Synonyms <category<> <pattern>HEY</pattern> <template>

27

<srai>Hello</srai> </template> </category>

Above,theinputismappedtoadifferentwordwiththesamemeaning.(AbuShawar&Atwell,2007a)

Inotherwords,ifachatbotshouldanswer“HelloMarcus,howcanIhelpyou?”to

“Hello”,theAIMLcategoryshouldlooklikethefollowing:

<category> <pattern>HELLO</pattern> <template>Hello Marcus, how can I help you?</template> </category> Assumethefollowingcategories:

a. <category> <pattern>_HOW ARE YOU</pattern> <template> <sr/> <srai> HOW ARE YOU</srai> </template> </category>

b. <category> <pattern>HELO</pattern> <template> <srai>HELLO</srai> </template> </category>

c. <category> <pattern>HELLO</pattern> <template> <random> <li>Heya!</li> <li>Hey there!</li> <li>Hello there!</li> <li>Hello, fancying a talk?</li> </random> </template> </category>

d. <category> <pattern>HOW ARE YOU</pattern>

28

<template> <random> <li>Everything is great.</li> <li>I am absolutely fine, what about you?</li> <li>Good, thanks.</li> </random> </template> </category>

Iftheuser’sinputis“Helo,howareyou?”,thesystemwillpossiblyreplywith“Heya!

Good,thanks.”.(AbuShawar&Atwell,2002)

Thematchingprocessisdoneasfollows(AbuShawar&Atwell,2002):

Step1:Theinputisdividedintotwoparts.Thefirstsentence,“HELO”,ismade

distinctivewiththe<sr/>tag,whilethesecondone,“HOWAREYOU”,isareduction

oftheoriginaloutput,donebyusingthe<srai>tag.Thesystemlooksforpattern

matchingthosetwosentences.

Step2:“HELO”willbesubstitutedby“HELLO”incategorybandmatchedwith

categoryc,wheretheanswerwillbeselectedrandomlyfromthelistprovided.

Step3:Similartothesecondpartofstep2,thesecondsentencewillbematched

withcategorydandoneoftheanswerswillbeselectedrandomlyagain.

Step4:Acombinationofthetwoappropriateanswerswillbedoneanddisplayedby

theAIMLinterpreter.(AbuShawar&Atwell,2002)

29

3 TheÖAMTC

3.1 Facts

TheÖsterreichischeAutomobil,MotorradundTouringclub,theÖAMTC,theAustrian

Automobile,MotorcyclingandTouringAssociation,is,accordingtotheirwebsite,the

largestautomotiveclubinAustriaandtheseventhbiggestworldwideandworksasan

independent and international association. Its offers include breakdown and

emergency assistance, both inAustria and abroad, legal advice, technical services,

insurance services, travel information, preferred partners and much more.

(LeistungendesÖAMTC,n.d.)

According to its statutes, theÖAMTCunderstands itselfasa referencepersonand

promoter of all interests of itsmembers concerning the topic ofmobility. It is an

economicallyandpoliticallyindependentandnon-profitorganisation.Theaimofthe

ÖAMTCistoencouragemobilitywithrespecttosocialresponsibility,conservationof

resources, balance of opposing interests between individual mobility and

environment protection, and development of respect of all traffic participants for

each other. Additionally, one of the major goals of the ÖAMTC is to support

emergency services and the assistance in cases of need. Another desire is to

encouragejuvenilesinleisure,sport,recreationandeducationinaccordancewiththe

ÖAMTC’sothergoals.TheÖAMTCisamemberoftheFédérationInternationalede

l’Automobile FIA, the Alliance Internationale de Tourisme AIT and the Fédération

InternationaleMotocyclisteFIM.

The headquarter of the ÖAMTC was built and opened in 2016, located in the

Baumgasse129inVienna’s3rddistrictandaccommodates,accordingtothearchitect’s

partnerFCP,anofficearea,supportfunctions,membershipservicesandaheliport.

30

Figure2.TheÖAMTC’sServicestations,Drivingcentres,helicopterbasesandborderstations(ÖAMTC

AnnualReport,2016)

3.2 Membershipsandnumbers

TheÖAMTCoffersafewdifferenttypesofmemberships.

The car membership includes all services, car, motorcycle and touring (bike, bus,

train),themotorcycleoneexcludescarservicesandthetouringmembershipincludes

onlytouringservices.Childrenofmembersagedupto14yearswillhavethepossibility

to get a free touringmembership, while all teenagers aged between 15 – 19 can

receiveafreecarmembership.

Inadditiontothestandardmemberships,theÖAMTCofferstheassistancebooklet,

whichcoversvehiclerecovery,towingservice,repatriationofsickorinjuredpersons,

helicopterrescueandmedicalservicesinAustriaandabroad.Theassistancebooklet

isapplicableinAustria,allEuropeancountriesandsomemore,includingtheRussian

Federation, the Mediterranean islands and the Canary Islands. (ÖAMTC Annual

Report,2016)

AsstatedintheAnnualReportoftheyearof2016,theÖAMTChadapproximately2.1

million members in the respective year, excluding the ones owning a free

membership.

31

In2016,theÖAMTCregistered686,802roadsideassistancesand51,128emergency

roadservicesabroad.Theso-called“Christophorus”,therescuehelicopters,started

17,814 times and 118,300 participants attended safe driving trainings. (ÖAMTC

AnnualReport,2016)

AsthemaindutyoftheÖAMTCistheemergencyroadsideassistance,ithasseveral

callcentresinallofAustria,handlingcallsfromitsmembers.Thebiggestoneisthe

callcentre inVienna,theso-calledNISEast,whichhandledover1.7millioncalls in

2016, which comes up to 4,600 calls daily for the 266 call centre employees. It

organised over 300,000 roadside assistances in Vienna, Lower Austria and the

Burgenlandin2016andnearly250,000otherservices.(MeinClub,2017)

3.3 History

The two forerunners, the “Österreichische Touring-Club”, ÖTC, and the

“ÖsterreichischeAutomobilclub”,ÖAC,wereoriginallyfoundedin1896,butabolished

in1938duetotheAnnexationofAustriaandre-setupafterthe2ndWorldWarand

unifiedinDecember1946.(ÖAMTCGeschichte,n.d.)

3.3.1 TheÖsterreichischeTouring-Club

Accordingtoitsintranet,onOctober24,1896,anappealwasmadeinthemagazine

forcyclingandathleticstoestablishtheÖTC.Aroundthattime,approximately11,000

cyclistsalreadyexistedsolelyinVienna,however,onlyfewpeoplehadcars.

ThefirstconstitutedgeneralassemblywasheldonMarch30,1897,whentheÖTC

had650members,fivemonthslaterhowever,italreadyhadaround2,000.Thegoal

was tosupportcyclists thatused theirbikesapart fromthealreadywell-organised

professionalracesforindividualuse.Somefirstimplementationswerethecreationof

bikeways, the building of help stations and the improvement of boarder traffic.

Furthermore,someachievementsweremadelikethepossibilitytotransportbikesvia

train,theissuanceoftouringcardsandmaps,andthearrangementofstreetsigns.

32

Also, the firstpremiums for accident and indemnity insurancesweremade. (Baaz-

Eichhorn,2016)

3.3.2 TheÖsterreichischeAutomobil-Club

TheÖACwasfoundedonFebruary6,1898,whentherewereonly15gas-operated

automobiles in Vienna. The majority of its 206 members were aristocrats, Grand

Burghers andmanufacturers,whomwould all see the early potential of individual

transport. Back then, the main aim was to support automobiles and ensure the

necessaryregulationofroadtrafficthroughtheÖAC’scarrental,thecreationofgas

stationsanddrivingcourses,theorganisationofracesandtheissuanceoftouringsets.

(Baaz-Eichhorn,2016)

3.3.3 1914-1946

Therewerearound6,000carsinViennabeforethe1stworldwar,outofwhicharound

onefourthweretaxis.

The1stworldwarturnedouttobeamajorsetbackfortheautomotiveindustry,which

wasalsostronglynoticeablefortheÖTCandtheÖAC.Itwasnotuntilthe1920s,when

theautomotiveindustrystartedgettingbacktothepre-warperiodandwhenmotor

vehiclesbegantoplayabigroleindaily life. Itwasaroundthattime,thattheÖTC

startedtoturntowardsmotorcyclistsandcardrivers.At theendof the1920s, the

Austrianautomotiveindustrywasbooming:20,000carsand40,000motorcycleswere

registered.

The ÖTC and the ÖAC separately implemented new achievements, such as the

improvementofroads,thesaleoffirstaidpackages,comprehensivetouristicservices

formembersandfirstplansfortheintroductionofemergencyrescue.

In1935,thetwoclubsdecideuponitsfirststeptowardsafuturecooperation.The

consortium, theÖATC,was set up in order to achieve higher efficiency and faster

outcomes,whilebothclubsstayedindependent.

33

AfewdaysaftertheNationalSocialisttakeoverinMarch1938,theÖTCandtheÖAC

wereforcedtobeclosed.Atthatpointoftime,theÖTChadaround30,000members

andtheÖAC18,000.(Baaz-Eichhorn,2016)

3.3.4 Since1946

Aftertheendofthe2ndworldwar,bothclubswerereorganisedandweremergedon

December 17, 1946, to become the ÖAMTC. Since then, the following events

happened(Baaz-Eichhorn,2016):

1947.ThefirstissueofthemagazineAuto-touringwaspublished.

1951.Thefirsttechnicalcheckingservicewasstartedatagarageinthe5thdistrictof

Vienna.

1954.Thisyearcountsasthebirthofthemobilebreakdownserviceandthemilestone

of100,000memberswasachieved.

1959.Theassistancebookletwasintroduced.

1968.The24-hourbreakdownservicewasestablished.

1971.TheÖAMTCreached500,000members.

1973. Thepermissionof conducting the§57amotorwaypermit sticker checkwas

awardedtotheÖAMTC.

1981.TheÖAMTCintroduceditsclubcard.

1983.ThefirstemergencyrescuehelicoptersstarteditsoperationinInnsbruckand

Krems.

1990.Thisyearmarkstheachievementof1millionmembers.

1995.TheÖAMTCbecomesthefirstEuropeanmobilityclubtoberepresentedinthe

web.

2001.Theemergencyrescuehelicoptersarenowoperatingnationwide.

34

2007.1millionmembersarenowalsoinpossessionoftheassistancebooklet.

2015.Thisyear,theÖAMTCpassesthe2millionmembersmarkandintroducesthee-

bikebreakdownassistanceinVienna.

2016.TheÖAMTCcelebratesits120thanniversary.

3.4 TheÖAMTCasanemployer

Mag.ChristophMondl,theformerCFOanddeputyCEOatÖAMTCstatedthe

following:

“TheÖAMTCisanassociationfrompeopleforpeople.Motivatedandwell-

educatedemployeesareourkeytooutstandingservice.HencetheÖAMTC

iswillingtoprovideitsemployeesanattractiveworkenvironmentatany

time.Wewanttosupportthemduringimportantstagesoflifelikeduring

parentalleaveandmakesure,theyreturntoprofessionallifewiththeir

knowledgeandexperiencesslowlybutsurely.”(UnserePartner,n.d.)

AccordingtotheAnnualReport(2016),theÖAMTChad3,741employeesin2016,all

ofwhichadheretotheemployeeguidelinesasfollows:

• Reliability

• Rapidresponse

• Competence

• Accessibility

• Courtesy

• Comprehensibility

• Credibility

• Understanding

• Externalimpact

35

3.5 InnovationattheÖAMTC

Over 120 years ago, there were two associations which had the common goal to

supporttheirmembersconcerningmobility.Eversincethen,manyyearshavepassed

andtheÖAMTChasevolvedtobecomeahighlyinnovativeassociationwhichtriesto

focusonthefutureofmobilityonaday-to-daybasis.(Fischer,2018)

ThefactthattheÖAMTCisfocusingonthefuturedevelopmentofmobilitycanalso

beapprovedwhenlookingattheinnovationandmobilitydepartment.Thisexecutive

department forms part of the general secretariat and analyses current and future

trends and accompanies developments at the ÖAMTC across all departments.

(Moosbeckhofer,n.d.)

However,changesinmobilitydonotonlyconcerntheinnovationdepartment,butall

departments at theÖAMTC. Therefore,many changeshavebeenmade towards a

moreinnovativedevelopmentofmobility,someofwhichincludetheonespresented

below.(Fischer,2018)

OneofthemajordevelopmentsoftheÖAMTChasbeentheintroductionofa24-hour

helicopter emergency rescue service, which has been in use for the C2 in Krems.

Furthermore, the roadside assistance was revolutionised by introducing e-bike

roadside assistance in Vienna. This idea has been adopted in several countries,

includingGermany,theNetherlands,SwitzerlandandtheUSA.Anotherstepwasthe

creation of “Connected Car” andwith that, the development of anOBDon-board

diagnosisplugwhichallowsthereductionofroadsideassistancesbydetectingissues

early,makinguseofpredictiveservice,e.g.ifthecarbattery’svoltageistoolow.This

ideahasalreadybeenadjustedandintroducedinAustralia,theUnitedKingdomand

theNetherlands.TheÖAMTChasalsoseendronesasoneofthemajordevelopments

of the last years and has therefore introduced a drone security package, which

includes amobile application, a drone training and indemnity insurance. (Fischer,

2018)

ThemostrecentandmostsuccessfulprojectwastheÖAMTCStartupChallenge,which

startedinAugust2017andsuppliesthewinnerswithanofficespaceattheÖAMTC

36

headquarterandthehelpandlargenetworkofthecompany.(Kumnig,2017)Three

start-upswonthecompetition,asfollows:

(1) ProjektVolaredevelopedahighly-automatedaircraftwhichcanbeusedfor

individualtransportationofpassengers.

(2) Roomchooserisastart-upfocusingonprovidingabookingportalforbarrier-

freehotelrooms.

(3) BikerSOS is a mobile application which is able to identify accidents of

motorbikes and can automatically call emergency help – either a private

contactpersonoraninstitutionliketheÖAMTC.(Kumnig,2017)

Allthreestart-upsbuildpartofthehighlyinnovativecorporatecultureattheÖAMTC

andfitperfectlywiththeideaofdevelopingandchangingmobility.(Kumnig,2017)

This is where a chatbot could form part of the innovative aspect of the ÖAMTC.

AccordingtoMarkusMatzak-Precht,ExecutivePartnerAutomotiveatIBMGermany,

topchallengesforallindustriesincludethegrowthofhealthdata,outofwhich88%

is unstructured, insurance data, 84% unstructured, automotive data, 84%

unstructured, and the growth of manufacturing data, 82% unstructured.

Developments concerning the automotive industry include the connected car,

connectedretail,electriccar,intelligentcarandautonomousdriving.Intelligentdata

evaluationisandwillbekeyforsuccess,particularlyconcerningunstructureddata.

Cognitivesystemsprovidemoreintelligentbusinessinsightsthantraditionalsystems,

being characterised by an understanding of unstructured data, including Natural

LanguageProcessingofwrittenword,vocalandvisualdata,reasoningandlearning.

(Matzak-Precht,2017)

3.6 TheRMSdepartment

TheRMSdepartment, short forReise- undMobilitätsservice, translated travel and

mobility services, was former called Touristisches Informations- und

Produktmanagement TIP, touristic information and productmanagement, and is a

departmentattheÖAMTC,responsibleforthetouristiccontentoftheÖAMTC.

37

Itsfunctionsandoffersinclude:

(1) Onlinerouteplanner:Therouteplannerofferstrans-Europeanroutingfora

vehicleof individualchoice.Whiledoingso, it isabletocalculateuptoten

stopoversandwillprovidefulldetailaboutthecurrenttollcharges,theexact

numberofkilometresandthe itinerary.Thisservice isavailabletoanyone,

not just logged-inmembers,and isoffered for free. (Sunjic,2012) In2017,

approximately 1.45Million users used the route planner and around 3.95

Millionrouteswerecalculated.(LeistungsberichtÖAMTC,2017)

(2) Countrydatabase:Thecountrydatabaseoffersdetailedinformationaboutall

countries of the world. These include information about breakdown and

emergency services, climate and best time for travelling, health and

vaccinations, accommodation and suggestions for excursions, necessary

documents, security, tolls, traffic rules, public holidays and much more.

(Dworak, 2015) In 2017, the country database had around 930,000 users.

(LeistungsberichtÖAMTC,2017)

(3) CityGuide:TheCityGuideisaserviceofferedbytheÖAMTCwhichprovides

information and tips for many European cities. These tips include sights,

journeyorarrival,publictransport,citycards,parkingandmanymore.The

CityGuideisavailableonlineorviatheCityGuideAppforiOSandAndroid.

(Sunjic,2012)AsofDecember2017,30citiesareavailable.TheCityGuideapp

was downloaded nearly 130,000 times betweenMay 2012 and December

2016.(Teuschl,2016)In2017,theCityGuidewebsiteandtheapphadover

162,000users.(LeistungsberichtÖAMTC,2017)

(4) Travelchecklist:Thetravelchecklistisapackinglistthatgivesuserstheability

tomakeindividualadjustments.Theseincludetypeandlengthofstay,fellow

passengersandthemeanoftransportation.Furthermore,somepre-defined

packinglistsareavailable,e.g.foraholidayattheseaside.(Sunjic,2012)The

travel checklist had more than 41,000 users in 2017. (Leistungsbericht

ÖAMTC,2017)

(5) Travel info set: The travel info set is a usually yearly-revised country- or

region-specificbrochurewhichincludesdetailedinformationaboutcitiesand

countries,touringplans,travelmaps,cityplansandmuchmore.(Sunjic,2012)

ItisavailableformostregionsofEurope,theUSA,Canada,AustraliaandNew

38

Zealand,isofferedatallÖAMTCoffices,andservesasamember-onlyservice,

whichisforfree.(Dworak,2015)In2017,over138,000travelinfosetswere

handedout.(LeistungsberichtÖAMTC,2017)

(6) Travel information papers, touristic brochures, training documents,

workshops, cooperationwith tourist boards and handling enquiries: These

dutiesincludelettersofauthorisationforchildrentravellingalone,documents

aboutrightsbefore,duringandafteratrip,informationaboutlow-emission

zones inGermanyanddrivingbans in Italy,dictionaries forallergies in ten

differentlanguagesandmuchmore.Furthermore,manypressreleasesand

interviewswereheldconcerningtourismissues.(Dworak,2015)

TheRMSdepartmentistryingtoachievehigherperformanceonadailybasis.Asof

2017,thedepartment’sgoalswerethefollowing(Dworak,2017):

Generally,theaimistoreachahighernumberofusers,shifttheproportionsofnew

usersandreturningusers,toincreasethenumberofnewregistrationsandusersof

touristic services at “Mein ÖAMTC” and to increase the number of conversions

achievedthroughtouristicservices.

(1) Travelapplication:TheRMSdepartmentwillsoonlaunchthetravelappand

would liketoachieveahighnumberofdownloadsandtoofferemergency

reliefviatheapp.Untilthetravelappwillbelaunched,allgoalsaboveapply

totheCityGuideapp.

(2) Routeplanner:Someambitionswithregardstotherouteplannerincludethe

ability to be able to differentiate between internal and external users and

between anonymous and registered users, and to increase the number of

registeredusers’useoftherouteplanner.

(3) Travel checklist: Similar to the route planner, the desire is to be able to

differentiatebetweenanonymousandregisteredusers.

(4) Countrydatabase:ConcerningtheÖAMTC’scountrydatabase,theaimisto

beabletodirectlyoffernewslettersubscriptionsofthecountrynews.

39

4 Methodology

Themostpopularandknownchatbotsareonesthatrequireprogrammingandare

able to process natural language in order to reach an accuracy of understanding

queriesof90%.However,asthesekindsofchatbotsrequirea lotofresourcesand

extensive knowledge, the chatbots used for this analysis are suchwith no coding

requirements,i.e.whereeachpossibleinputandtheassociatedoutcomeareputinto

thesystemmanually.AnotherreasonisthatastheÖAMTCislocatedinAustriaand

its operational language is German andmany chatbots do not support a German

version,sofindingamatchingchatbotcouldbecomeadifficulttask,especiallywitha

certainbudgetinmind.

To find out which inputs and outputs are needed and important, interviews with

employees of the travel andmobility department at theÖAMTCwere conducted.

Those interviews covered topics related to the enquiries received and are held in

German and later translated to English, seeAppendix. Themain focus is to find a

schemeforalltypesofenquiries,providealistwiththetopicsthatcanbehandledby

thesystemandtheonesthatrequireanexpertandpossiblyreducethetimeinvested

intohandlingthoseenquiriesortryingtofindthebestcontactperson.

Todoso,afterconductingtheinterviews,theresultswereconvertedintoinputsand

outputsandthechatbotsweresetupwiththose.Anexplanationofeachindividual

chatbot program is provided, alongside with its individual features and pricing, if

relevant.TheusedchatbotsareonesthataretobeincorporatedonFacebookpages

only.

Afterwards, apersonalexaminationof the chatbotswill bedoneandpresented in

termsofeasinesstoset-up,thegenerallayoutandusefulnessandalistofeachofthe

chatbots’ capabilities and functionalitieswill be prepared. By evaluating both, the

usabilitytoset-upofthechatbotandtheusabilityofthechatbotitself,anappropriate

decisionismadeasforwhichofthechatbotprogramsshouldbeusedbytheÖAMTC’s

travelandmobilitydepartment.

40

5 Interviewresults

TwointerviewswiththeheadoftheRMSdepartment,MsMag.Dworak,andMs.

Mag.Tauer,anemployee,wereconductedandtheoutcomeshaveshapedthe

decision-makingprocessconcerningchatbots.

Thetravelandmobilitydepartmentreceivesmainlycomplexenquirieswhichare

mostlyhardtobestandardisedandputintoachatbot.AccordingtoTauer,some

enquiriesconcerningtherouteplannercouldpossiblybestandardisedasthey

requirenoresearch.However,thesesimpleenquiriesareaminorityattheRMS

department.Thisaspect,nonetheless,isonlyapplicabletothisspecificdepartment,

asotherdepartmentsreceivedifferentenquiries,outofwhichsomearetouristic

relatedaswell.

AlthoughthemajorityofenquiriesreceivedattheRMSdepartmentarecomplex,

thetimeinvestedismanageableasthenumberofenquiriesisratherlow.However,

thereisaseasonalpeakbetweentheEasterholidaysandSeptemberwhenmore

enquiriesaresent.

Dworakhasbeenthinkingaboutimplementingachatbotand,togetherwiththe

projectteam,hasdecidedtoabandonachatbotandintroduceachatservice,i.e.an

interfaceforcustomerstocommunicatewiththeÖAMTCviachat.

Theprojectiscurrentlyatthebeginningphaseandistobeimplementedasapilot

projectforthecountrydatabasebytheendofFebruary2018.Afterwards,thechat

servicewillbetestedforsixmonthsandlatereitherbeadaptedorabandoned,

dependingontheoutcomesandsatisfactionofboth,thecustomersandthe

employees.However,itistonotifythatasofApril2018,thechatservicewasnotyet

implementedduetolaunchofthetravelapp.

Thereasonstheprojectteamdecidedagainstachatbotarequitestraightforward.

Firstly,theyhavetriedoutseveralplayersonthemarketandhavefoundtheresults

tobeinsufficient,especiallybecausethedesiredlanguageisGermanandmany

chatbotsareEnglish-only.Furthermore,Austriahasmanydifferentdialectsandthe

chatbotwassimplyunabletoidentifyanydialectwordsused.Additionally,the

41

ÖAMTChasfourcallcentresalloverAustriaandhassufficientpersonalresourcesto

handleallcomplexenquiries.Thisimposesthequestionwhytheyshouldriskusinga

chatbotthatiscurrentlystillinsufficientofsolvingtheproblemsasgoodasan

employeecan.Lastly,itisatthispointdifficulttoknowwhichenquirieswillbesent

concerningthecountrydatabase,socreatingasufficientinput-output-structureis

challenging.Additionally,thetime-savingargumentisratherweakasanestimated

15-25%ofallenquiriesarestandardisableandrelevanttobeansweredbyachatbot.

AttheÖAMTC,thehumanbeingisalwaysinthespotlight,both,onthecustomer’s

side,aswellasontheemployee’sside,whichwouldbeareasonagainstachatbot

andforachatservice.However,Dworakrealisestheimportanceofgoingalongwith

thezeitgeistandenablingcustomerstoreceiveaquickanswerwithouthavingtocall

someoneorwriteaformalemail.

Usingachatservicewillshapethefuturebecauseemailswillgetlessovertimeand

theÖAMTCseesaneedforenablingtheirmemberstoaskquestionsquicklyand

openanewchannelofcommunication.Eventhoughthiscouldpossiblyimplymore

workfortheemployeesasthecustomersexpectaquickanswer,Dworakbelieves

thoseaspectswillbeoffsetbyahighersatisfactionamongstcustomers.

5.1 Summary

SomeprinciplereasonsfortheÖAMTC’sdecisionagainstachatbotcanbe

summarisedasfollows:

• ThemajorityofenquiriesreceivedbytheRMSdepartmentarecomplexand

difficulttostandardise.

• Dworakbelievesatoohighpercentageofenquirieswouldnotbe

understood.

• AccordingtoDworak,thetestedchatbotprovidersproducedinsufficient

results.Furthermore,sheassumesthisisalsoduetothefactthatchatbots

arenotasadvancedinGermanastheyareinEnglish.

42

• Dworakiscertainthatachatbotwouldbeunabletounderstandthe

differentAustriandialects.

• Tauerpresumesthatasthenumberofenquiriesreceivedareratherfew

comparedtootherserviceindustries,theoveralltimesavingof

implementingachatbotwouldbenegligible.

• Creatingaflawlessinput-output-structurewouldtakeupalotoftime.

• TheÖAMTChasenoughstafftohandleallenquiriesonatimelybasis.

Therefore,introducingachatbotwillbeunnecessary.

Basedonthefindingsfromtheinterviewsconducted,highimportancewasdrawnto

addressingifanyoralloftheseperceivedproblemsmayberesolvedbycurrent

chatbotimplementationsduringtheevaluationofthechatbots.

43

6 Thechatbotplatforms

Chatbotshavebeenoriginallymadeforwebsitesonly,buthavenowspreadacross

differentmessagingappslikeTelegram,KikandFacebook,thelatterofwhichthe

chatbotsusedinthisanalysiswillbeappliedto.Thoseadoptedbotsareautomated

accountsfromorganisationstryingtoprovidetheiruserswithnews,entertainment

orinformationthroughthechat.(Russell,2016)

Generally,chatbotsaredescribedasacomputerapplicationdesignedtoconducta

dialoguewiththeuser,usingNaturalLanguageProcessing.(Jessa&Lasek,2013)This

meansthatthosechatbotsareprogrammedinawaythattheywillsavethenewly

learnedinputandlaterderivepossiblesolutionsforsolvinginputthatwasyet

unknown.Therefore,itwillkeeponlearningfromthenaturallanguageinputand

willbecomemorepreciseovertime.However,asthesechatbotsrequireextensive

knowledgeandmanyotherresources,threeofthefourchatbotplatformsusedhere

areonesthatofferaso-calledself-serviceplatform,meaningthattheinputsand

outputshavetobecreatedmanually.Thisisapopularversionofcreatingachatbot

sincemanyofthoseareforfreeandrequirenocoding.(Russell,2016)

Typically,suchchatbotapplicationshavefivecommoninterfaces,aslistedbelow

(Iurchenko,2013):

Onboarding.Whenstartingaconversationwithachatbot,thereisaWelcome

message.Thisfeatureisusuallyrestrainedtoacertainnumberofcharactersonly,

limitingtheintroductorypartofthebot.Itshouldbeusedtoexplainwhatthe

chatbotisforandwhatitcanhelptheuserwith.AsexplainedbyMcCall(2017),

companiesshouldstayhonestandnottrytohidefromtheuserthattheyaretalking

toachatbot.Additionalbuttonscanbeusedforabettermessagestructureanda

fasterenquiryhandlingprocess.Thankstotheamountofpersonaldataon

Facebook,theonboardingmessagecanbepersonalisedeasily.Therealsoexistsa

defaultmessagefortheoccurrenceofthechatbot’sfailuretofindthecorrect

answerwhichisstructuredsimilarly.

44

Messaging.Themessagingpartcoversallthepossibleanswersthatwillbeputinto

thesystemandtheirrespectiveresponse.Thoseresponsescanincludenotonlytext,

butalsoimages,videos,audiosandgeneralfiles.Emoji,smileysandemoticonscan

beaddedaswellandhave,accordingtoOndrisek(2016),provedtoaddpersonality

anddepthtoachatbotandthereforeimprovedauser’sexperiencewhengeneral

misconceptionsandculturaldifferencesaretakenintoconsideration.Toeliminate

theproblemofanon-matchingresult,structuredmessagescanbesent.Inresult,

userswillbeaskedtochooseafittingbuttonandwillbeprovidedwithan

appropriateanswer.

Navigation.Thenavigation,alsocalledthepersistentmenu,willappear

automaticallyiftheuserreturnsaftersomeminutesawayfromthechatbot.The

goalofthepersistentmenuistotrytokeepusersengagedandkeepthemfrom

gettinglost.

Templates.Facebookoffersseveraltemplates,includingreceiptsorlistsforane-

commerceactivityandmanymore.

Buttons.Dependingonthechathistoryandoutputs,companiescanprovideusersof

thechatbotwithseveralbuttonstochoosefrom,includingaURLbutton,abuy

buttonandasharebutton.Asthefirstthreeseemclear,therearealsotwobuttons

thatmightleadtoconfusion.Thewebviewbuttonwillmakeitpossibletoshowthe

chatbot’sinformationinadifferentformatthanonFacebookMessenger,supporting

HTML,CSSandJavaScript.Whenthechatbotrequiresparticularinformationfrom

theuser,itwillmakeuseofthequickreplybutton,havingthepossibilitytoloadit

withamaximumoffiveanswerstochoosefrom.Oncetheuserhaschosenhis

answer,thechatbotwillremembertheinformationandtheanswerwillnotbe

changeable.

6.1 Chatfuel

Chatfuelisafreeself-serviceplatform,offeringadditionalfeaturesforamonthlyfee

of30USD.Foundedinsummer2015,ithasexpresseditsgoalasmakingbot-building

easyforanyone.TheirfirstmessengerusedwasTelegramandtheylater,afteragrand

45

success thanks to millions of users, added their chatbot service to the Facebook

Messenger.(WhatWeDo,n.d.)

Chatfuel’swebsiteissimple,yetappealing.Itisveryeasyandquicktofindwhatyou

are looking for thanks to their compromised tabs. Inorder tobuild a chatbot, the

creatorofthebothastologin.ChatfuelwillaskandredirectthecreatortoFacebook

ifhewasalreadyregisteredbefore,handlingthetaskinarapidmanner,justasquick

andeasyasthenavigationthroughthewebsite.Aftercontinuingandacceptingthe

log in via Facebook, the creator will be led to a similar lookingwebsite, butwith

differentnavigationtabs.ThisisthestagewherethefirstproblemforMacusersmay

occur. As a Safari user, the creator is facing some troubleswith the compatibility,

whichasasuggestion,shouldbesubstitutedwithGoogleChromeinordertowork

perfectlywithChatfuel.

Figure3.ScreenshotofChatfuel

Oncethedashboardisopened,itgetsrathereasy.Naturally,itisrequiredtoowna

Facebookpage,asitisnotpossibletobuildachatbotwithoutone.However,onecan

for now simply create a blank chatbot,meaning that it will get connected to the

Facebookpageatalaterpointoftime.Chatfuelevenofferssometutorialstemplates

ofwhichcreatorscanmakeuseof.

46

Figure4.ScreenshotofChatfuel

OnceaFacebookpageorablankbotischosen,creatorswillbefacedwithsettingup

theoutputsandinputs,asseenabove.Ontheleft,therearedifferentactionsonecan

take.TheyhelpcreatorsbuildthechatbotandsetupAIandoffermanyfeatures.For

example,onecouldasktounsubscribefromanewsletterandthechatbotwillbeable

todosofortheuser.Furthermore,themenuofferstoolsinordertohelpcreatorsto

analysethechatbotandtomakeitgrow.

Themostimportantpartistobuildthechatbotandtodoso,thefirstpartistocreate

awelcomemessage, that ismessages shown to theuserwhen they first start the

conversation,andadefaultanswer,meaningananswerforwhenthechatbotdoes

notunderstandtheuser.

Figure5.Defaultanswer

47

Creators can connect thewelcomemessage to a quick reply, which is linked to a

certainblock,providingthecorrectanswer.Theuserwillthereforefindsuggestions

insteadof typinghis answerbyhimself anderrorswill be eliminated.Whenusing

blocks,creatorshavethepossibilitytoaddatext,images,galleriesandmanymore

andtoconnectthoseoneswithaURLorevenabuybutton.

However,somesetsofenquiriesrequiretheset-upofArtificialIntelligence,meaning

tocreateinputsandmatchthemwithoutputs.Certaininputscanbematchedwitha

textasanoutputorablock,asdescribedabove.AnaddedAIrulewillthereforeconsist

of the inputs in green and the outputs, e.g. blocks in grey. This has to be done

individuallyforallpossibleoutputs.

Figure6.ScreenshotofChatfuel

AnotherfeatureofChatfuelisbroadcasting,sendinginformationtotheusers.Those

userscan,ifdesired,befilteredandthemessagestobedeliveredcanbescheduled

foracertaindateandtime.Thisprovidesagoodwayforacompanytoreachallusers

andtherefore,potentialcustomers.

48

Figure7.StepstoassociateinputwithoutputforChatfuel

Figure7depictsthestepsrequiredtocreatearuleandassociateinputwithoutputon

Chatfuel.

Step1.AnAIrulehastobeadded.

Step2.Phrases,sentencesorsetsofkeywordsausercouldputintotheconversation

can be added. Thereby, Chatfuel offers the possibility to make use of keyword-

matching,ensuringthattheinputprovisiondoesnothavetobeexactandproviding

moreflexibilitytointerprettext.

Step3.Oneormoreoutputpossibilitiescanbeadded.

6.2 Botsociety

ThestructureofBotsociety’swebsiteisquitesimilartoChatfuel’s.Itisfairlyeasyto

handleandworkwith.BotsocietysupportsFacebookMessenger,SlackandGoogle

Home,andoffersmanydifferentfeaturestoallowindividualdesignforeachchatbot

created.(BotsocietyFeatures,n.d.)

49

First,onechoosestheFacebookpagetowhichthechatbotshouldbeappliedto,after

whichthemainmenuwillopen.OtherthanChatfuel,Botsociety’swebsiteconsistsof

asimpleone-pagedesign,whichdoesnotrequiretheswitchingofsiteswhilesetting

upthechatbot,whichinturnmakesthecreationrathereasy.

Figure8.ScreenshotofthemenuofBotsociety

Botsocietyisstructuredintotwomajorparts:thebotsays,oroutputs,andtheuser

says,theinputs.

The“botsays”sectionisthepartwherethecreatorcanenterallinputsrequiredand

structurethedata.Standardtextmessages,images,buttonsandquickrepliesmake

thecreationofthechatbot’soutputsimple.

50

Figure9.Botsays

The“usersays”sectionenablesthecreatorstoentertheinputintothechatbot.Text

messages,imagesandlocationscanbeshared;voicemessageswillbeenabledsoon

aswell.

Figure10.Usersays

Onceinputsandoutputsareputintothesystem,theycanbematched.Thefactthat

thecreatorcanseetheoutlook immediatelywhilesettingupthechatbotmakes it

easytoimaginewhatthefutureconversationswilllooklike.

51

Figure11.StepstoassociateinputwithoutputforBotsociety

Figure11depictsthestepsrequiredtoassociate inputwithoutputonBotsociety’s

chatbot.

Step1.Aninputhastobeprovided,towhichtheuser’srealinputhastocorrespond

exactlyinordertobematched.Naturally,thislimitstheaccuracyoftheprovisionof

resultsbecauseitisalmostimpossibletoprovideallpotentialinputsexactly.

Step2.Alinkhastobesettothecorrespondingoutput.

Step3.Thecorrespondingoutputhastobecreated.

6.3 ItsAlive

ItsAlive isa lessknownchatbot creationplatform,whichoffersa free self-building

chatbot and solutions for organisations which prefer not to build the chatbot

themselves. It can be used for helping to handle frequently asked questions by

detectingkeywords inFacebookMessenger, forenablingusers to subscribe to the

chatbotandreceiveupdates,andnotifyingusersbysendingoutmessages.However,

52

the free version only offers 1000 messages per month, which could become a

constraintformanycompanies.(It’sAliveFacebookChatbot,n.d.)

Figure12.ScreenshotofthemenuofItsalive

The ItsAlive chatbot will consist of such-called recipes, which are composed of

triggers,theconditionthatwilltriggerthecontent,andanswers,thecontentwhich

thechatbotwillsendtotheusers.Thecreatorcanchoosewhetherhewantstouse

buttonanswersonlyorallowmessagesaswell.Creatingthepersistentmenumakes

iteasierforuserstoberedirectedtootherrecipesorexternalwebsites.

53

Figure13.StepstoassociateinputwithoutputforItsAlive

Figure13depictsthestepsrequiredtocreatearecipeandassociateinputwithoutput

onChatfuel.

Step1.Arecipehastobecreated.

Step2.Phrases,sentencesorsetsofkeywordsausercouldputintotheconversation

can be added. Thereby, ItsAlive offers the possibility to make use of keyword-

matching,ensuringthattheinputprovisiondoesnothavetobeexactandproviding

moreflexibilitytointerprettext.

Step3.Anoutputhastobeadded.

6.4 Onlim

Differenttotheabove-mentionedself-servicechatbotapplications,therearemany

channels,especiallyonesconsistingofmainlycomplexenquiries,whichrequirethe

acquisitionofcustomisedchatbotsofferedbycompanies likeOnlim. Incontrast to

self-set-upchatbots,themajorityofthesechatbotapplicationsisbasedonamonthly

oryearlyfee,whichagain,wouldmeanhighercosts.Quitetypically,therealsoexist

54

free versions of these chatbots, which only offer limited resources and do not

maximiseutilityforthecustomerinthelongrun.However,suchchatbotsofferthe

bigadvantagethattheystartarule-basedconversation,ensuringthatthechatbotwill

memorisetheinputandlearnfromit,i.e.theapplicationofNLP.Furthermore,these

chatbotsaregenerallymoretechnicallyadvancedandthereforeoffermoredynamic

conversations,whichmeansthattheywillbelesslikelytoprovideanunsatisfyingor

incorrectanswertotheuser.(ChatbotsandSocialMedia,n.d.)

As marketing technology evolves, companies like Onlim will ensure that content

marketingisbroughttoahigherlevel,providingdifferenttypesofsearchingandwith

that,anewsetofchallenges.Onlim’soffersincludethedevelopmentofcustomised

chatbotsinordertobeabletoenterintoamorepersonalisedandautomatedwayof

customercommunication.(ChatbotsandSocialMedia,n.d.)

Todoso,threestepsseemimportant:

Thefirststepistoanalyse.Thisincludesdevelopingthechatbot’smainrequirements

andtodefinethedetailsoftheproject.Thisisfollowedbytheimplementationphase,

which covers the application of the chatbot framework and the static dialogues,

followedby thedevelopmentofdynamic rule-based reasoning.Furthermore,once

implemented, ongoing testing procedures will ensure the appropriateness and

functionalityofthechatbot.Thelaststepistheoperatingpart.Thisphaseincludes

hostingthechatbotandensuringsupport.Onlim’scustomerswillhavethepossibility

tousetheprovidedbackendinterfaceinordertochangeandadjustthecontentof

thechatbot.(ChatbotsandSocialMedia,n.d.)

Therefore, one can say thatOnlimoptimises the task of socialmedia and content

marketingforallkindsofbusinessesthroughtheuseofonlyoneplatform.According

totheirwebsite,thesimpleinterfaceensureshighusabilityforeveryone.Currently,

Onlim’s products can be published on Facebook, Twitter, LinkedIn, YouTube, Xing,

FlickrandSlack.(OnlimCompanyandTeam,n.d.)

Onlim offers three different pricing plans, which differ in offers available. The

“professional”planisforfreebutincludesonlytheeditorialcalendar,socialnetworks,

contentsourcesandstatistics.The“business”plancosts49€monthlyand,inaddition

55

tothefeaturesfromthefreeversion,offersamultiuseraccount.Themostexpensive

plan is the “enterprise” plan which is the only pricing plan including content

distribution tochatbotsandartificialassistantsandacustomisedchatbot. (Pricing,

n.d.)

Figure14.ThedashboardofOnlim

TouseOnlim,onewouldneedaccess.Once logged in, thehomepage looks likean

appealinginterfacewherethecreatorhasthepossibilitytolookatthecalendar,the

newsfeed,thestatisticsandthechannelsallatonce.Thesefeaturescanbeclicked

ontoontheleftsideofthepage.Thereisalsothepossibilitytowatchsometutorials

incasehelpisneededandtocreateandmanagethechatbot.

56

Figure15.Thechatbotinterface

Managinga chatbot is easywithOnlim,as it evenallows creators toaddaprofile

pictureortochangetheservicehourstoensureapleasantprocedurefortheuser.

Each chatbot is provided with some common small talk intents from Onlim

beforehand,whichmakesiteasierforanycompanytoincorporateachatbotbecause

thisrelatestolessworkneededtobeinvested.Thecompanycanseeallconversations

atanytimeand interruptthechatbot inordertocontinuetheconversationwitha

human.

The actual provision of intents is to be done on Dialogflow, which an additional

accountisnecessaryfor.Furtherinformationontheeasiness-to-workwithDialogflow

tobefollowedintheanalysissection.

57

Figure16.StepstoassociateinputwithoutputforOnlim

Figure 16 depicts the steps required to create an intent and associate input with

outputusingDialogflowforOnlim.

Step1.Anintenthastobecreated.

Step 2. Phrases, sentences or sets of keywords, so-called training phrases, can be

added.Thereby,Onlimoffersthepossibilitytoentermorekeywordsforthesameset

ofoutputs,increasingflexibilitytointerprettext.Furthermore,Onlim’schatbotisthe

only one offering rule-based matching and ensuring a dynamic and ever-learning

enginebehindtheconversation.(ChatbotsandSocialMedia,n.d.)

Step3.Oneormoreoutputpossibilitiescanbecreated.

6.5 Summary

Thetablepresentedbelowprovidesasummaryofthemajordifferencesbetweenthe

consideredchatbotplatforms.

58

Chatfuel Botsociety ItsAlive Onlim

Is simple to

use?

Yes No Yes Not at the

beginning

Is the

interface

appealing?

Yes No No Yes

Canbeapplied

on?

Facebook

Messenger,

Telegram

Facebook

Messenger,

Slack, Google

Home

Facebook

Messenger

Facebook

Messenger,

Website

Isitforfree? Yes Yes Yes No

Needs to be

connected to

a Facebook

page?

No Yes No No

Are tutorials

available?

Yes No No Yes

IssettingupAI

possible?

Yes No Yes Yes

Are analytical

tools

available?

Yes No No Yes

Are other

marketing

offersor tools

available?

Yes No Yes Yes

59

Is the chatbot

flexible to

interpret

inputtext?

Yes, keyword

detection

No,onlyexact

match

Yes, keyword

detection

Yes, NLP-

based

60

7 Analysis

7.1 Structure

InordertoanalysethefourchatbotsindividualFacebookpageswerecreatedforeach

respective chatbot. In the interest of not damaging or changing the image of the

ÖAMTC,thechosennamesoftheFacebookpagesdonotimplyanyrelationwiththe

ÖAMTC.Similarly,nospecificproductnameswillbeusedinthechatbotsandnolinks

will be forwarding anyone to the ÖAMTC website. Any product names were

substitutedwiththeinitialsandmailaddresseswithexampleletters.Typically,every

answerwould be linked to awebsite, however, nowebsiteswere included in the

outputsprovidedinthisresearch.Thisistoensurethatthetestingofthechatbotsis

touristic-related,yetnottoestablishalinkbetweenthechatbotsandtheÖAMTC.

ThefourFacebookpagesdonotdifferintermsofcategoryofbusiness,butonlyin

termsofnameandfontcolourofthepicture.Thecreatedpagenamesareasfollows:

(1) Chatfuel:Oama_3277(bluefont)

(2) Botsociety:Oama_3287(greenfont)

(3) ItsAlive:Oama_3297(redfont)

(4) Onlim:Oama_4277(pinkfont)

Inordertocreatea fairbasis,all fourchatbotapplicationswereprovidedwiththe

sameinput-output-structure,asenclosedintheAppendix.However,thislistisvery

limitedandcreatingamoredetailedstructurewill taketimeas it isnotyetknown

whichquestionswillbeaskedtothechatbot.Itwastheaimtocreateasmanyquick

answers as possible in order tominimise errors and wrong answers and, in turn,

unsatisfiedcustomers.AstheÖAMTCisanAustrianorganisation,itsworkinglanguage

isGermanandtherefore,thechatbotsweresetupinGerman.Allchatbotsreceived

thesamefivequestions,asfollows:

(1) Wo finde ich Informationen zu Estland? Information Estland, Estland

Information,InformationenEstland,EstlandInformationen

WheredoIfindinformationaboutEstonia?

61

(2) Wo finde ich Informationen zu London? Information London, London

Information,InformationenLondon,LondonInformationen

WheredoIfindinformationaboutLondon?

(3) Wofinde ich InformationenzurSicherheitslage inÄgypten?Sicherheitslage

Ägypten,ÄgyptenSicherheitslage

WheredoIfindinformationaboutsecurityinEgypt?

(4) WieteueristdieMautinSlowenien?MautSlowenien,SlowenienMaut

HowmuchdoestollcostinSlovenia?

(5) WieerreicheichdasKonsulatinSpanien?KonsulatSpanien,SpanienKonsulat

HowdoIreachtheconsulateinSpain?

Furthermore,thechatbots’quickreplieswerefollowedinordertofindinformation

aboutthefollowingfivecategories:

(1) PassagierrechtebeimKonkurseinerAirline

Passengerrightsincaseofbankruptcyofanairline

(2) CarnetdePassages

(3) VersicherungenimAusland

Insurancesabroad

(4) TempolimitsinEuropa

SpeedlimitsinEurope

(5) VollmachtfüralleinreisendeKinder

Authorizationforchildrentravellingontheirown

Eachchatbotapplicationreceivedtwowelcomemessages,whichareconnectedto

the phone number in case of urgency and to quick replies. Similarly, the default

answerwaspopulatedandcompromisesaphonenumber.Onlim’schatbotincluded

asmalltalkintent,however,allothersdidnotbecauseitissimplynottheaimofthis

research, but it could be taken into consideration for further usage and

implementation.

62

Besides setting up quick replies, the chatbots should be able to understand the

expression of one’s thanks, greetings, wellbeing, existence and questions about

categoriesofthecountrydatabase.

7.2 Chatbotplatformsandtheircapabilities

Asdiscussedintheliteraturereview,chatbotshavetofulfilsomecapabilitiesinorder

tobefunctionalforacompany.Inadditiontothemetricsandfunctionalitiesproposed

above, some personal evaluationwas done to be able to differ between the four

chatbotapplications.

Tonotify,allevaluationbelowwasdonebasedontheversionsavailabletotheauthor

ofthisresearch.Therefore,usingpremiumchatbotsandpayingforthemcouldhave

resultedinadifferentoutcomeoftheanalysis.

7.2.1 Functionalitiesandmetrics

Capabilities a)Chatfuel b)Botsociety c)ItsAlive d)Onlim

Total

percentage

numberof

matches

found*

25%

Quickreplies:

100%

Thiscouldnot

beevaluated.

15,79%

Quickreplies:

80%

100%

Quickreplies:

100%

Scheduling Possible Notpossible Notpossible Possible

Summaries

andstatistical

data

Notavailable Notavailable Notavailable Available

63

Analysisof

unstructured

data

Notavailable Notavailable Notavailable Available

Quick

answers

Available Available Available Availableto

addoptions

tothemenu

Onlybuttons,

orbuttons

andopen

replies

Available Notavailable Available Notavailable

*ThechatbotshavebeensetupwiththeintentstructureasprovidedinAppendix3.

Thecalculationsforpercentagenumberofmatchesfoundisbasedontheaccuracyof

theprovisionofresultsbythechatbotsascanbefoundinAppendix4.

7.2.2 Personalevaluation

Admininterface:

a) Chatfuel

Chatfueloffersahighlyappealinginterfaceanditsfeaturesareeasytodetect. It is

possibletostartsettingupachatbotandonlyconnectittoaFacebookpageatalater

point of time, i.e. the chatbot will only be ready once it is completely finished.

Furthermore, Chatfuel provides the possibility to send out messages to the user

certainhoursordaysaftertheconversationhasendedinordertobeabletopromote

customer loyalty. However, some features are only available after upgrading, like

changing the language of the small talk provided. Additionally, the quick answer

buttons have a limited word count, likely making it difficult to deliver a certain

message.

64

b) Botsociety

The admin interface of Botsociety is functional as it displays an iPhone and

demonstrates changes of the chatbot immediately on it. This way, admins can

instantlyviewhowadjustmentsaffecttheuser’sperspective.However,thisinterface

makesitquitedifficulttofindcertainfeatures,suchasconnectingthechatbottoa

Facebookpage.Unfortunately,thereonlyexiststhepossibilitytosharethechatbot

mock-upandthepreviewasavideoonFacebook.Obviously,thiswilllimittheextent

towhichBotsociety’schatbotcanbetakenintoconsiderationforthisresearchand

analysis.

Furthermore,therewasnopossibilitytoenteradefaultmessagefound,whichlimits

theconveniencefortheuser incaseoferror.Althoughit ispossibletoenterquick

replies,theyarelimitedtosevenanswersonlyandnolinkscanbeadded.Botsociety

doesnotofferanArtificialIntelligencefunction,i.e.notmorethanoneinputcanbe

relatedtoacertainoutputandtheuser’sinputhastobetheexactsameasdefined

bytheadmin.Lastly,thewebsiteisnotresponsiveandonlyworkssmoothlywithlarge

screens.

c) ItsAlive

ThefirstinconvenienceissuewillencountertheadminwhenfirstloggingintoItsAlive

as there is no social login available andonehas to register from scratch. The free

optionislimitedtoonechatbotonlywithamaximumof1000messagesamonth,has

anItsAlivewatermarkanddoesnotreceiveanysupportfromthecompany.

Theadmininterfaceisnotresponsiveandworksonlyonrelativelylargescreens.Itis

notpossibletoaddmorethanonewelcomemessageanditcanbeassociatedwith

onlysixquickreplies.Addingmorethanoneanswertoquickrepliesisnotpossible

andinstead,cardshavetobeused.Thesecardshaveaverylimitedwordcountand

only tencards canbedisplayedonFacebookatonce.Therefore,noteverything is

visibleatonceandthereisapotentialtolosecustomerslookingforaspecificquestion

asittakestimetoscrollthroughthecards.Whenenteringagroupofkeywordstoset

upAI,onealwayshastoclickontheplusanditisnotpossibletosaveakeywordwith

simplypressingenter,consumingmoretime.

65

d) Onlim

Onlim’sinterfaceiseasytoworkwith.Thefeaturesarekeptsimplebutefficientand

are quick to be understood. However, the intents are not provided into Onlim’s

interface,butintoDialogflow,whichlooksverydifferenttoOnlim’swebsite.Ittakes

time to find out everything about the various features offered on Dialogflow,

nonetheless, it iswell-structuredandmakeseverythingyouwishpossible.Working

withDialogflowcouldbeanobstacleforsomeonewhohasneverworkedwithsetting

upchatbotsbeforeassomeoftheelementscanbeunclearatthebeginning.

TheintentsthemselvesarecreatedonDialogflowandhavetobeunlockedbyOnlim.

Afterdoingso,theadmincanenterthedifferentanswersusingOnlim’sinterface.One

can choosebetweena textmessage, apicture, aquickanswer, cardsor abutton.

Thereby,itisalsopossibletoenteralinkoraphonenumberincasedirectcontactis

needed.

AnadvantageofOnlimisthatonecansetupthechatbotwithouthavingtointegrate

itontoaFacebookpageimmediately.Thismakesoptimisingthechatboteasierand

willreducethepercentagenumberoferrors.Furthermore,Dialogflowletsadminssee

allconversationsatonceanditispossibletodirectlylinkanintenttoacertainuser

inputandthereby,trainthechatbotbasedonrealconversations.

Figure17.DialogflowusedforOnlim

66

One issue which the author was encountered with is that it is only possible to

associatethepersistentmenuwith3menuentries.Thisisoneissuewhichcouldbe

solvedbyOnlimintroducingmoremenuoptions.However,itdoesnotmeanthatthe

chatbotisnotusefulsinceadminscouldsimplyredefinethestructureofthechatbot

and setup less categories, possibly introducingmore submenus.Alternatively, the

intentsusedforthemenuscouldbeprovidedwithananswerwhichconsistsofcards,

sothatallpossiblecategoriesaredisplayed.

Although it took some time to become familiar with Dialogflow, it is to say that

amongstall fourchatbotapplications,Onlim’schatbot istheadmin-friendliestone,

providedthattheadminhasenoughtimetogettoknowthedifferentcomponentsof

Dialogflow.

Graphicaluserinterface:

a) Chatfuel

ThecommunicationwithChatfuelissimple.Atanytime,theuserhasthechoiceto

startalloveragainwithasmallbuttoninthecorner.Thisisespeciallyusefulifauser

hasmorethanonequestionorwantstostartagainbecauseofawrongoutputofthe

chatbot.Thechatbothasbeenabletoreplycorrectlytoonefourthofallconversations

whichisabadresultconcerninghighqualityserviceprovision,butisthebestresult

of the self-set-upchatbots.Althoughnothingwas changed,Chatfuel’s chatbothad

problemsunderstandingthesameintentprovidedondifferentdays,whichobviously

limits user satisfaction. Furthermore, after choosing a quick reply, it was highly

irritatingthatallpossiblerepliesopenedaftereachotherasthistakestimeandmakes

itinconvenientfortheusertoreadthrougheveryreply.

67

Figure18.ScreenshotofChatfuel’schatbot

c) ItsAlive

ItsAlivewasprovidedwiththesameintentsasChatfuelandscoredlowconcerning

the provision of correct results. This is also due to the reason that this chatbot

provided the same output for all user inputs, although it was defined differently.

There isnopossibility to restart thechat, so itbecomes troublesomewhenauser

would liketoaskthechatbotforadviceagain.Furthermore,thechatbotshoweda

secondWelcomemessage,whichwasnotputintotheapplication.

Figure19.WelcomemessageoftheItsAlivechatbot

68

d) Onlim

Onlimprovidedthecorrectresultsforeachinputandhastherefore,scoredhighest

outof all four chatbotplatforms.At any time, theuser can restart the chatwhen

pressing thepersistentmenuon the left,whichmakes theexperienceconvenient.

However,Onlim’s chatbotwould certainly – like the other chatbots – score lower

resultswhenusedwithcomplexenquiriesanditisthereforeonlyadvisabletobeused

withstandardisableenquiries.

As mentioned above, the persistent menu can only be associated with three

categoriesandtheevaluationoftheanswersofthequickrepliescouldbecomeless

reliableifnotchangedandarrangedaccordingly.Thiscouldincreasethepercentage

numberofincorrectresultsinthelongrunsincequickrepliesaresaidtoincreasethe

provisionofaccurateresultsandcanstructureaconversation.

Tosummarize,thetablebelowprovidesapersonalrankingwithscoresfrom1-4(1

representsthebest,4thelowestscore)forboth,thechatbots’admininterfacesand

graphicaluserinterfaces.

a)Chatfuel b)Botsociety c)ItsAlive d)Onlim

Admin

interface

2 3 4 1

Graphical

userinterface

3 4(couldnotbe

usedfor

evaluation)

2 1

69

8 Discussion

Thechatbotsusedinthisanalysishavebeenevaluatedfrommanyperspectivesand

therefore,thedecisiontowardsoragainstacertainapplicationisalwaysamatterof

individuality.Theauthorhasbeeninfluencednotonlybytheresultsoftheanalysis,

butalsobytheinterviewsconductedattheÖAMTCandtherebytheopinionsofthe

employees.

Generally,itistosaythatthreeoutofthefourchatbotsusedwerefarbelowthe

desiredmetricsresults,however,somefeaturesmadecertainchatbotsstandout.

Chatbotswhichallowtodisabletheuser’sinputandonlysupportthe

communicationviabuttonscanreducethedissatisfactionamongstusersbecause

theywillalwaysbedeliveredwiththecorrectresult.However,itisimportantto

ensurethattheuserhasthepossibilitytocontacttheorganisationviamailorphone

callincasehehasaspecificquestionnotlistedinthebuttonsavailable.

Furthermore,somefeatureshavealimitedworkcountonlywhichcanmakeit

problematicfortheorganisationtodeliveranappropriatemessage.Therefore,

applicationswhichoffernolimitedwordcountcouldbepreferredbycertain

companies.Additionally,theuser’sexperiencecanbedisruptedduetothe

numerousanswerswhichappearafterchoosingaquickreplybutton.Incontrast,It’s

aliveofferscards,wheretheuserhasthepossibilitytosimplyswipeandfindall

messagesnexttoeachother,ratherthanlistedunderneath.However,Facebook

allowsamaximumoftencardsperquickreply,whichsuggeststhattheanalysisof

thechosencardsshouldbedoneprecisely.

Botsocietyhasfailedtodelivertheresultsneededandwasnotevaluated.Notonly

wasitdifficulttosetupthechatbotitself,buttheauthorwasalsounabletoconnect

ittoaFacebookpageandtherefore,therewasnodecentanalysis.Whenachatbot

applicationisusedinareal-lifesetting,theadminwouldcertainlyhavegotten

desperatewhentryingtofindaconnectiontoFacebookafterinvestingalotoftime

intoproperlysettingupthechatbot.Accordingly,itistheauthor’sadvicenottouse

Botsocietyforcreatingachatbot.

ChatfuelandItsAlivereceivedsimilarscoresinthemetrics,however,Chatfuel

seemedtobebetteroffbyasmallpercentage.Chatfuel’schatbotwaseasytosetup

70

andtherewerenoproblemsencountered.Itsadmininterfaceismoreappealing

thanItsAlive’s,nonetheless,thechatbotofItsAliveismoreappealingduetothe

availabilityofcards.Therefore,companieswithshortandonlyfewanswer

possibilitiesareadvisedtouseItsAlive,allothersshouldtakeadvantageofusing

Chatfuel.

Althoughcreatingthechatbotwassimpleforboth,ChatfuelandItsAlive,itisstillto

beconsideredthatcreatingalargepoolofArtificialIntelligencewilltakeupalotof

timeandtesting.Onlyaftertestingatechnology,asadvisedbyDworak,onewill

knowexactlywhichenquirieswillbesenttoachatbot.Creatingchatbotsfrom

scratchcanbecomehighlytime-consumingastheadminhastoensuretocoverall

possibleinputsandmatchthemwithcorrectandsatisfyingoutputs,which,inturn,

willcostalotoflabourresources.

Inexplicably,both,ChatfuelandItsAlive,hadissueswithmatchingtheinputtothe

correctoutput.Ontheoneside,Chatfuelmatchedacertaininputwiththecorrect

outputononedayandthedayafteritwasunabletomatchthesameinput.

Furthermore,itishighlyreliantonthecorrectuseofcapitalandsmallinitialletters.

Ontheotherside,ItsAliveprovidedthesameandthereforemostlyincorrectoutput

foreachindividualinput,whichminimisestheaccurateprovisionofsatisfying

answers.

Inadepartmentwhereonecanaskthesamequestionconcerningmanydifferent

categories,settingupachatbotcanbecomeadifficulttask.AttheÖAMTC,

informationaboutallcountriesoftheworldandmanyEuropeancitiesisprovided.

Settingupaninput-output-structurewillbecomechallengingbecauseitisnot

possibletosimplyprovidealistofallcountriesandmatchthemtoeachindividual

input.Theadminhastosetupallpossiblequestionsforeachavailablecountry

individually.Again,thiswillincreasethetimeinvestedandtherebylabourcosts.

ThetaskdescribedaboveisnotneededwhenusingachatbotlikeOnlimasthe

companytypicallyinstallsthechatbotforthecustomer.Onlim’schatbotmakesuse

ofArtificialIntelligenceandisnotasboundtothespecificwordingoftheinputas

theotherchatbots.Differenttotheotherapplications,Onlim’schatbotisnot

availableasafreeversionandwillthereforeresultinhigherfixedcostsforthe

71

organisation,however,itcarriesfewerlabourcostsasnoset-uphastobedoneby

thecustomeritself.Onlimscoredthebestresultsconcerningthemetricsandisthe

mostefficientapplicationoutoftheoneschosenforthisresearchasnomajor

problems,neitherconcerningtheadmininterfacenorthegraphicaluserinterface,

wereencountered.AnotheradvantageofusingOnlim’schatbotcomparedtothe

otheronesisthatanorganisationwillreceivesupportfromtheteambehindOnlim

atanypossibletimeandfeedbackandstatisticsfromtheinterface.

8.1 Listofenquiries

ItistheaimoftheÖAMTCtofindoutwhichenquiriescouldbestandardisedand

handledbyachatbot,whichonescanbeansweredbyanemployeeofthecall

centresandwhichonesrequireexpertise.Thetablebelowshouldserveasabasis

forfulfillingthisdesire.Itistoacknowledgethatsomecategoriescouldbe

standardisedtosomedegree,however,theenquirycouldbedetailedandcould

needtobetailoredindividuallytothecustomer.

Enquiry Chatbot Callcentres Expert

Informationaboutcities X

Informationaboutcountries X

Rentedcar X

Contactinformation X

Tollandcongestioncharge X X

Emergencyabroad X X

Trafficregulations X X

Legalinformation X X

Passport X X

72

Mandatoryrequirementsforvehiclesand

motorbikes

X

Personaldocuments X

Vehicledocuments X

Driverslicences X

Trafficregulations X

Certificateofauthorityforchildrentravelling

alone

X

Otherenquiries,individuallytailoredtothe

customer’sneed

X

73

9 Conclusion

Thecentralaimofthisthesiswastofindoutwhetherchatbotsareusefulforthe

serviceindustryandwhyanorganisationshouldorshouldnotusechatbots.Forthis

purpose,aliteraturereviewandinterviewswereconductedandthefindingswere

translatedtotheanalysisafterwards.Thisexaminationenabledtheauthortogain

knowledgeabouttheusefulnessandappropriatenessofchatbotapplications

nowadaysandtoprovidearecommendationfororganisationsoperatinginthe

serviceindustry.Moreprecisely,thefindingsofthesecondpartarebasedupon

firstlyidentifyingthefirstandcentralresearchquestionconcerningthepracticality

ofchatbots.Forthisreason,itisnecessarytoaddressthefindingscorrespondingto

thefirstresearchquestionand,subsequently,providerecommendations.

Althoughchatbotshavealreadybeeninuseforsomedecades,itcouldbesaidthat

mostofthemstillfacesomemajorproblemsconcerningday-to-daybusiness.One

issueincludesthatusersarealwaysheterogeneouswhichimpliesthattheyare

individualsandneedanswerstobepersonalised.Thisstatementisespeciallytrue

forserviceindustries,wherehighqualityconsistencyiscrucial.(Pinhanez,2011)The

chatbotsusedinthisresearchhavebeensetupforsolvingthesimplestqueriesand

forwardcustomerswhichhaveaspecificenquiry,andtherebyminimisinglabour

resourcesinthelongrun.However,insuchahigh-qualityserviceorganisationlike

theÖAMTCitislikelythatthetimeneededtoinvestintocorrectingwronganswers

providedbythechatbotandexplainingtocustomerswhytheirenquirywas

interpretedinaccuratelyexceedsthetimeinvestedintoansweringallenquiriesby

themselves.

Chatbotsareusuallyprogrammedbydevelopersandanyinputprovidedintothe

conversationhastoadheretoanexpectedpathinorderforthechatbottobeable

toprovidethecorrectanswer.This,inturn,couldmeanthattheuserfacesamore

complicatedconversation,tryingtofindthecorrectresult.(Fakhruddin,2017)As

mentionedabove,usingchatbotswhicharenotperfectlyimplementedandtested

couldresultindissatisfactionamongstusersandemployeeshavingtoapologiseand

correcttheinaccurateresults.Thapa(2016)mentionsthatchatbotsaretypically

unabletounderstandformsofsarcasmandirony,whichcorrespondstothefactthat

Dworakbelievesdialectswillnotbeunderstoodwell.

74

Despitethefactthatitcanbeassumedthatapplyingchatbotstoserviceindustriesis

difficultbecauseofthehighlevelofqualityandindividuality,usingchatbotsfor

simpletaskscanreducetheoveralltimeinvestedandthereby,reducecostsforthe

organisation.

However,besidesthedownsidesofchatbots,theyalsocarryalongmanyadvantages

outofwhichthefourmainonesincludeaddedconvenience,savedcosts,the

opportunitytomaximisecustomerengagementandoutreachandminimise

customerservicemanhours.(Jain,2016)Althoughchatbotsarestilllimited,theywill

surelyimproveefficiencydaybydayandtheadvantageswillcometoshowand

shouldnotbeneglectedbecausethosecanaffectthebusiness’sperformance

drastically.

Manyaspectshavebeenincludedintheresearchofthisthesis.Therefore,providing

recommendationsbasedonanexaminationisalwayshighlyindividual,depending

onanauthor’stendency.However,somegeneralrecommendationscanbemade

andarelistedbelow.

Tostartwith,chatbotswillnotbeabletosolveallqueries,especiallyinservice

industries,however,routinequeriescanbestandardisedandshoulddeliverahigh

levelofperformance.(Guzman&Pathania,2016)Althoughthechatbotplatforms

usedherehavenotbeenabletoprovidethecorrespondingoutputforthespecific

input,withenoughtrainingandtimeinvested,theyshouldbeableto.Guzman&

Pathania(2016)suggestthatatleastfiveweeksoftrainingarenecessary,whereas

DworakputforwardthatsixmonthsarerequiredattheÖAMTC.

AsmentionedbyTauer,thedemandofenquiriesvariesdependingontheseason,

whichwasalsopredictedbyPinhanez(2011).However,whenmonitoringenquiries

overthelongrun,onecanidentifypeaksandpredictdemandandlabourresources

neededdependingonthat.Itishighlyadvisabletomakesurethatthepre-setgoals

areachievedandotherwisetoabandonthechatbot.

Furthermore,chatbotshavetobewelldesignedinordertobeacceptedbythe

users,whichhighlightstheimportanceofusabilitytestingtoassurethatachatbotis

75

useful.(Preece,1994)Theusershouldalwaysbethefirstpriority(Preece,1994)

becauseanorganisationcantakeawayasmanyadvantagesaspossible,butifthe

userisunwillingtointeractwiththechatbot,thereisnoutility.Dworakmentions

thatitiscrucialtobeabletoacceptthatatestedapplicationdoesnotworkandnot

tobeafraidtodecideagainstit.

Chatbotshaveonlybeenusedcommerciallyforthelastfewyears.Consequently,

therehavealreadybeenissueswithsocialengineeringattacks,which,inturn,makes

ithighlyimportantforacompanyincorporatingachatbottoassurethatthechatbot

ishighlysecure.Someuser’swillingnesscouldbeheldbackwhentheuserisafraid

ofdatasecurity.(Fakhruddin,2017)

Theevaluationofthefourchatbotplatformsusedinthisanalysishasproventhe

majorityoffindingsfromtheliteraturereview.

Ontheonehand,allthreeself-servicechatbotplatformshavescoredinsufficient

resultsascomparedtothemetrics.Althoughsomeofthechatbots’set-upwaseasy,

eachindividualplatformhad–partlyevensignificant–weaknesses.Thesechatbots

havenofixedcoststhemselves,however,theauthorbelievesincorporatinga

chatbotthatisnotcapableofunderstandingusers’phrases–evenonesthat

correspondexactlytotheintentsprovided–willresultinmoretimeneededto

correcttheresultsofthechatbot.This,inturn,couldleadtomoremanworking

hoursandhighervariablecosts,alsodecreasingloyaltyandsatisfactionamongst

customers.

Ontheotherhand,Onlim’schatbotsatisfiedwithahighnumberofenquiriessolved

duringthisresearch.Therefore,achatbotlikeOnlim’scouldbeusedforsimple

enquiries,requiringnoindividualtailoringtotheindividualuser.Whetheraservice

offeredbyacompanycouldbestandardisedistobedeterminedbythepercentage

numberofcomplexenquiries.Thehigherthenumberofcomplexenquiries,the

lowertheresultsachievedbyachatbotwillbe.

76

Comingbacktotheproblemsidentifiedduringtheinterviews,somecouldpossibly

besolved.

Naturally,theRMSdepartmentattheÖAMTCcouldreceivelowscoresconcerning

theprovisionofcorrectresultsbychatbotsifintroducingachatbotforallenquiries.

However,asanexample,therecouldbeadecisiontointroduceachatbotforonly

therouteplanner,thecountrydatabaseoradifferent,moresimple-to-standardise

departmentoftheÖAMTC.Tauer’sapprehensioncouldturnintorealityastheRMS

departmentreceivesfewenquiriescomparedtootherdepartments,whichcould,in

turn,decreasetheoveralltimesavingwhenimplementingachatbot.

Theproblemthattoofewenquirieswouldbeunderstoodbythechatbot,as

mentionedbyDworak,couldbesolvedbyonlypartiallyintroducingachatbotorby

trainingthechatbotextensively.Asanexample,Onlim’schatbotcanbetrained

baseduponearlierconversationsanduserinputs,usingDialogflow.Additionally,

enoughtimeshouldbeinvestedintosettinguptheintents,whichwillpayoffinthe

longrun.

DworakcommentedthatshebelievedthechatbotproviderstestedattheÖAMTC

scoredinsufficientresultsbecausechatbotsarenotasadvancedinGermanasthey

areinEnglish.Thisargumentcouldbecontradicted,sinceOnlim’schatbotprovided

sufficientresultsandwasusedinGermanonly.Incontrast,theproblemofthe

misunderstandingconcerningAustriandialectsisstillanissue.Advancedchatbots

arebeginningtoofferapossibilitytoentersynonymsforspecificwords,whichcould

alsoenhancetheexperienceofuserswritingaconversationinadifferentdialect.It

wouldalsobeimportanttoknowwhetherthepercentagenumberofusers

communicatinginadialectishighastheauthorexpectsonlyfewuserstowritea

formalenquiryinaninformalway,i.e.inadialect.

AsproposedbyDworak,theÖAMTChasenoughemployeestohandleallenquiries

onatimelybasis.However,introducingachatbotatthisorganisationisnot

unnecessarysincethechatbotis,incontrasttothemajorityofstaff,alwaysavailable

andwillensurehighconsumersatisfactionandloyaltywhenusedinanappropriate

settingandsetupandtestedwell.

77

Takingthefindingsfromthisresearchinmind,theauthorhassomepersonal

recommendationstogive.

Firstly,itistoacknowledgethatcompaniesoperatingintheserviceindustryshould

findtheindividualdegreetowhichtheirenquiriesarestandardisableandbasetheir

decisiontowardsoragainstachatbotonthisresult.Whetherachatbotisusefulfor

acertaincompanyordepartmentisalwaysasubjectivematterandcannotbe

generalisedeasily,notevenforsimilardepartments,becausetypically,theenquiries

receivedvaryheavily.

Secondly,nomatterwhichchatbotisusedforwhicheverdomain,achatbotwill

requireaproperset-upandlongtestingphase.Anyorganisationseekingto

incorporateachatbotshouldhaveinmindthatthetimeinvestedintopreparingthe

chatbotshouldneverexceedthetimesavedbyimplementingachatbot.For

ensuringthattheprojectofsettingupachatbotworksasexpected,adetailedplan

isrequired.Thisplanshouldnotonlyincludetheexpectedtimespenttosetupthe

chatbotandsavedbyusingthechatbotinday-to-daybusiness,butalsotherequired

cashsavedinthelongrun.Iftheconfigurationdoesnotworkasplannedorifthe

expectationsarenotmet,thecompanyshouldconsiderrelinquishingoradapting

theplan.

Throughthecarefulstudyofthefindingsofthisresearch,theauthorhascometo

theconclusionthat,althoughsomescoredbetterthanothers,allthreeself-service

chatbotapplicationsarenotreadytobeusedinaprofessionalsettingyet.Those

chatbotscouldbeusedforverysimpleenquiriesonFacebook,however,somedid

notunderstandtheenquiryalthoughitwasprovidedtothechatintheexactsame

wayasintheintents.However,OnlimhasstoodoutwithitsMetricsscoreandhas

convincedtheauthortorecommendusingOnlim’schatbotwhenlookingfora

chatbottobeusedinday-to-daylife.Onlimdoesnotonlyofferanefficientinterface

andanoperativechatbot,butalsosupportwheneveracompanyisinneedofhelp

orassistance.

78

Lastly,theanalysisofthechatbotapplicationsandtheinterviewshasledtheauthor

torecommendthattheRMSdepartmentreceivestoocomplexandindividual

enquiriesinordertoprofitfromincorporatingachatbot.However,itcouldbe

advisabletouseachatbotincaseacustomerdoesnotfindthematterheislooking

fororforgivingrecommendationsorreportingerrorsinthecountrydatabaseand

therouteplanner.Apop-upchatbotcouldbeusedwhenensuringthatthechatbot

mentionswhatitisabletosolveandhelpwithandprovidingaphonenumberor

emailaddressincaseadifferentquestionistobesent.Thiswouldhelpinreducing

thetotalnumberofenquiriesreceivedbyemail.

Additionally,itcouldbeadvisedtoincorporateachatbotinotherdepartmentsat

theÖAMTC.AsmentionedbyDworak,theonlineformtoconcludeamembershipis

usedfrequently,butmanyusersbackoutatacertainpoint.IftheÖAMTCwouldbe

abletofindoutatwhichexactpointofdatainputthosepeoplestopputtingintheir

details,achatbotcouldbeusedtopop-upandtoprovidethehelpandassistance

thatisneeded.Nonetheless,thisrepresentsonlyofthemanyusesachatbotcould

havewithintheÖAMTC.

79

10 Futureworkandlimitations

Althoughallresearchhasbeendoneinacarefulmanner,somelimitationsmustbe

takenintoconsiderationbeforegeneralisinganyresults.

Firstly,thechatbotswerenottestedwithrealusersandadifferentevaluationcould

thereforeleadtoadifferentresult.Onlyanalysingachatbotfromthecompany’s

perspectiveanddecidingonthebestonemightcauseadifferentresultastowhen

thechatbotsaretestedamongstpotentialorrealcustomers.

Furthermore,thechatbotsusedwereonlyappliedtoFacebook,asocialmedia

platform,andnotontoawebsite.Thiscouldnaturallyleadtofewerpeopleusingthe

chatbotandtodifferentresultsascomparedtochatbotsusedonwebsites.

Sincetheresultsarefoundspecificallyforthetouristicenquiryprocessatthe

ÖAMTC,anAustriancompany,outcomesofotherdepartments,otherprocessesor

evenothercompaniesinadifferentlocationcouldvarystrongly.Therefore,the

generalisationofthoseresultsislimited.

ThetravelandmobilitydepartmentattheÖAMTCreceivesalotenquiriesofhigh

complexityandindividualresearch.Thismeansthatthedifficultyofenquiriesofa

respectivedepartmentdrasticallyshapethedecisiontowardsoragainstacertain

chatbotapplicationortechnologicaldevelopmentgenerally.Thesefindingsmay

havebeendifferentinanotherdepartmentattheÖAMTCwhichreceiveseasilyto

standardiseenquiries.

Thedecisionandevaluationwasdonewithrespecttotheinterviewsconductedwith

employeesandtheheadofdepartmentbeforehand.Thisimpliesthatsomeparts

couldhavebeeninfluencedbyexpressionsandstatementsmadeduringthose

interviews.

Additionally,threeoutoffourchatbotplatformsusedaresetupbycompanies

themselvesandfreeversions,whichnaturallyleadstoadifferentoutcomethan

whenusingonlyprogrammedandhigh-professionalchatbotapplications.Onecould

arguethatcomparingafreeversiontoaprofessionalandpaidchatbotisnot

necessarilyafairprocedure.

80

Furthermore,itistoacknowledgethatallquestionsposedtothechatbotswerein

standardGermanandnodialectswereusedinthisanalysis.Therefore,analysingthe

chatbotsinareal-lifesettingwillleadtodifferentresultsandmayshiftthedecision

towardsadifferentchatbotapplication.

Giventhestudylimitationspresentedabove,generalisationofanyresultsfromthis

thesishavetobedonecarefully.Furtherresearchmostlikelyneedstobedonein

thisfieldinordertoproducemorerobustandcompleteresults.

Itwouldmakeupanappropriatefutureworktoproperlytestthechatbotsamongst

possibleusersandfindoutwhichchatbotworksthebestinareal-worldsimulation.

Anotherpossibilityistotryandfindsimilarresultsandtheobstaclesforemployees

concerning time and resources investment for a different department or a similar

departmentinadifferentcompany.

81

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88

Appendices

Appendix1

ThisinterviewwasheldwithMrsMag.ErikaDworakonJanuary23rd,2018.

Interviewer:Onwhichdomaindidyouplanonintroducingachatservice?Doyouplan

onfurtherexpandingthedomainatalaterpointoftime?

Dworak:WeverymuchliketoworkwithpilotprojectsattheÖAMTC,whichmeans

wetrysomethingonamanageablefieldanditwillgetexpandedtoalargerdomain

incaseitworkswell.Thecurrentconsiderationistoofferachatserviceintwoareas.

Firstly,wewould like to try itwith thecountrydatabasebecausewewant togive

customersthepossibilitytocommunicateandworkwithusviachatandnotonlyvia

emailandtelephone.Secondly,theÖAMTCoffersajoinformforthemembershipand

theassistancebookletonitswebsiteandwhenusingGoogleAnalytics,wenoticethat

somepeoplebackoffatacertainpoint.Webelievethatiftheyhavethepossibilityto

quicklyask something that isunclear,especially for thosewhodonotwant tocall

someoneorwriteanemail,thenachatservicewouldbehelpful.

Interviewer: Why did you think about introducing a chat service for the RMS

department?

Dworak:Ijustrealisethatmoreandmoreorganisationsintroduceachatserviceand

itsimplycorrespondswiththezeitgeist,thatpeopleexpecttoreceiveaquickanswer

even if offices are closed and emails will not be answered before the next day. I

personallyexperienced thisverypositivelyoncewith thecompany JackWolfskin. I

alwaysdomybillsintheeveningsandoneday,aquestionregardingonepoppedup

andIwasabletosolvemyquestionwithin5minutesalthoughitwasnearly10pm.

ThisisaverypositiveexperienceformeasacustomerandIbelievetheÖAMTCcould

offerthisattractiveserviceaswell.However,wearecurrentlyjustatthebeginning.

Wehavecreatedtheideaswewouldliketoimplementandhaveforwardedittothe

corresponding departmental heads. The whole chat service should operate via a

telephone systemwhichwe just acquired andwe are currently in the conception

phase.

89

Interviewer:Whatareyourmotivesbehindintroducingachatservice?

Dworak:IamverythankfultobeinawonderfulpositionwhereIamwelcometobring

innewideasactivelyandIaddressedthetopicofchatbotsandachatserviceatthe

“Landesverein” touristic meeting, where we report our colleagues and introduce

themtoourplansfortheupcoming12months.Theresultfromthismeetingwasthat

wewereaskedtotry itoutasapilotproject.However, it isnotadvisablethatour

colleaguesfacealargeramountofworkandthisiswhywewouldliketotryitonlyon

asmallfield.Thedifferenceforusconcerningachatbotisthatwehaveclearlydecided

thatprincipallythehumanbeinghastobeattheendofthelinebecausefirstly,we

have to collect empirical values and secondly, we do not yet know which exact

questionswillpopupconcerningthecountrydatabase.Wemightbeabletoconsider

implementingachatbotofIBMWatsonorotherbigplayersonthemarketatalater

point of time, which we have already started to try. However, the results were

insufficient as the chatbot was not able to understand any dialects and this is

importantfortheÖAMTCasitsresponsibilityisforalloverAustria.Wehavefourcall

centresinVienna,Innsbruck,LinzandGrazandtheÖAMTCwouldbeabletomanage

achatservicepersonnel-wise.

Interviewer:Youdecidedforachatserviceandagainstachatbot.Whatwouldhave

beenreasonswhereyouwouldhavedecidedtoabandonachatserviceaswell?Which

goalshaveyouset?

Dworak:Theplanistohavetheconceptofhowthenewtelephonesystemwillwork

bytheendofFebruary2018andwewouldtheninstallthechatserviceattheRMS

departmentforsixmonths.Wealwayscounthowmanycontactsthereareperweek

andhowmuchtimeisinvestedandbythis,Icandeterminemypersonnelresources

needed–italwaysworkslikethat.Afterthesesixmonths,thesteeringcommittee,a

boardofdepartmentheads,will receive informationand reportsabout the results

and discussions will follow. Decisions about the future of pilot projects aremade

together.Ibelieveitisimportanttotrynewthingsbutitisjustasimportanttohave

thecouragetocutoffatacertainpointifsomethingdoesnotworkoutasplanned.

Thereisnothingworsethantoconstantlytakealongprojectsthatonlycostresources

butarenotsuccessful.AndIdefinesuccessfulthattheyaddvalueforthemembers–

that is always our approach. Everything that contributes to the satisfaction of

90

members, either maintenance or acquisition, should be covered with resources.

Everythingthatonlycostsresourcesandtimeshouldberationalised.

Interviewer:Whatdoyouexpectfromintroducingachatservice?

Dworak:Ipersonallyexpectanewchannelofcommunication.Wenoticedsomething

interestinglastyearwhenweintroducedanassistantforemergencyservicesinour

app.Oncesomeonehadabreakdownhecouldcommunicateviadifferentbuttons

with us, but the users did not accept this and started using the assistant like a

traditionalchat.Theystartedwritingusmessagesthattheye.g.managedtofixitby

themselves, but the system was not prepared for this and did not appear like

communicationmessagesinoursystem.Wethendrovethereandwereunabletofind

the customer and these are experiences wherewe notice that those services are

acceptedandthatpeoplewanttocommunicatewithusinlivechats.Especiallywhen

oneisinanemergencysituationhewillnotbewillingtosendanemailandcoming

throughtoourcallcentreswhenthereisalotofworktodoisdifficultattimes.Those

arethemomentswhereonewantstoquicklytalktosomeoneandthatiswhyIam

convincedthatthesechatserviceswillopenanewtargetgroup.

Interviewer: Do you think chatbots will be accepted by the target group of the

ÖAMTC?

Dworak:IbelievechatbotswillbeacceptedbecausetheÖAMTChasthereputation

ofbeingacompetentcontactpartnerandIbelievethatpeoplewillcomeuptouswith

detailed questions. Our partner association, the ADAC, has launched aWhatsApp

service called “Frag Julia” and although it was notmajorly advertised, it waswell

acceptedamongstmembers.People startedaskingquestionsabout traffic jamsor

askedforhelpfromalawyer.Ibelieveaswehavethereputationtobeboth,objective

andcompetent,theimplementationofthischannelwillallowustonoticeacceptance.

Interviewer:Whatareyourpersonalthoughtsconcerningthistopic?

Dworak:Ithinkitisabouttimethatwejumponthistrain.Iamafraidwearenotquite

as progressed concerning some technological changes as other organisations,

however,weshouldstartcatchingupinordertosignalisetotheoutsidethatwewant

tobereachedviasuchacommunicationchannel.AndIpersonallybelievethisisalso

91

thefuturebecauseuseofemailswillstarttodeclineanditisdifficultformetocome

throughtothecallcentresifthereishighdemand.WhatIamhappyaboutisthatwe

avoidedatelephonevoiceassistantattheÖAMTC. Ibelieveoursloganhasalways

beenthatthehumanbeingisinthecentreatalltimes,both,onthecustomerside

andtheemployeeside.Thehumanbeingisinthecentreandtwopeopleinteractwith

eachotherinadialogue–thisiswhyIpersonallypreferachatserviceoverchatbots.

Appendix2

ThisinterviewwasheldwithMrsMag.KristinaTaueronJanuary30th,2018.

Tauer:AsIsaid,itcanbedifficulttoanswerthequestionsyousentmeatsomeparts

because we do not handle themajority of enquiries, this is done by the counter

workersortheLandestouristiker,whichwouldbeSusanneNeuwirthandDorisKunc.

Theyreceivealotofenquiriesandtheoneswereceivearerelativelyfewanditcan

bedifficulttoansweryourquestions,butlet’sjuststartandtry.

Interviewer:Howmuchtimedoyouinvestonansweringtheenquirieseachweek?

Tauer:Thisistotallydifferenteachweek.Itheavilydependsonwhichtimeoftheyear

itis.Therearedrasticallymoreduringpeakseasonbecauseitsimplyisthetimewhen

theregenerallyaremoreenquiriesattheÖAMTCthancomparedtowinter.Onecan

saythetimeinvesteddecreasesheavilyonceholidayseasonisoverinSeptemberand

itincreasesagainataroundEasterholidaytime,whenpeoplestartgoingabroadto

ItalyorCroatiaforexample.Tofixitbynumberofhoursspentissimplytoodifficult

andimpossibletodeterminebecauseitalsodependswhethertheenquiryishighly

time-consumingornot.Thereareenquires–andwewillgettothisinaminuteasI

canseefromthequestions–whichrequirelittletimeinvestmentandsomerequirea

longerresearch.

Interviewer:Whatdoesthetypicalprofileoftheuserlooklike?

Tauer:Thisisdifficulttoanswerbecauseitispartofthedataprotectionandwedo

notlookatourmembers.Thismeansthatwhenwereceiveanenquiryviaemail,we

typicallyonlyseethename,thephonenumberandtheclubcardnumber.Wecould

92

obviouslytaketheclubcardnumberandenteritintoourOTSandseewhoitis,but

ofcoursewedonotdothat.Sometimesonecanseetheacademicdegreesowecan

concludeheorshe isanacademicbutwecannotsayanythingpreciselyaboutthe

member.However,Ipersonallybelieveourusersaremainlyolderpeople,butitvaries

hardlybecauseweevengetsomeenquiriesviaFacebook,whichprobablymeansthey

are younger than the typical user. However, asmentioned before,we cannot say

anythingpreciselybecausewedonotentertheclubcardnumberintotheOTS.

Interviewer: Do you think theÖAMTC can reach its target groupwith a Facebook

chatbot?Ordoyouthinkawebsitechatbotwouldworkbetter?Ordoyoubelievea

chatservicewouldbethebestalternative?

Tauer:Eventhough I justsaidwereceivesomeenquiriesviaFacebook,wereceive

onlyrelativelyfewquestionsviaFacebook. IpersonallybelieveaFacebookchatbot

wouldnotnecessarilybeusefulforus,ourdomainandourtargetgroup.Astandard

websitechatbotmightbeusefultosomeextent,forexamplefortherouteplanner

whenwereceivesimplytobestandardisedquestions.However,mostenquirieswe

receive are heavily time consuming and require a lot of research. This does not

necessarily apply to the counter workers or the Landestouristiker, but to our

enquiries.ThatiswhyIbelieveachatservicewouldmakealotmoresense.

Interviewer:Whatdocomplexenquiries require?A fast reply?Are thoseenquiries

alwaystailoredtotheindividualperson?

Tauer:Both.AsIsaid,therearesomeenquirieswhichcanbeansweredquicklyand

whichthemembercouldanswerbyitselfifitwoulddosomeresearchonthewebsite

andthecountrydatabase.However,themajorityofenquiriesarecomplex.Someof

theenquiriesareaskedaheadof time, forexamplewhensomeonedrives through

SiberiaandcrossesmanyboardersorthroughChinaandtheseenquiriesrequirealot

ofresearchandtimeandtheyarespecificallytailoredtotheindividual.Thesecomplex

enquiriestakeupalmostallspaceascomparedtoeasilyansweredones.

Interviewer: Users of a chat service usually expect a quick answer. Do you think

employeeswillfacemoreworkbecausetheyhavetoreactmorequickly?

93

Tauer:Ibelievesoanyhow.Ofcourse,wealreadymakesuretoanswereveryenquiry

asfastaspossible,butwhenyoureceiveanemailyoucaneasilysayIwillanswerthat

inanhour.Wealreadyestablishedtherulethateveryenquiryshouldbeansweredin

undertwohours,evenifitisjusttosaythattheresearchwilltakeupsomemoretime.

Whenanenquiryissentinachat,thereplywillbedeliveredfasterandmoreeasily

andyoucanaskforamoreprecisequestion.Ofcourse,youcanalsoanswerstating

thatyouwillrequiresomemoretime,butthereisjustalowerwillingnesstowaitfrom

thecustomer’ssidewhenitcomestoachat.Soyes,Ibelievetherewillbemorework

facingtheemployees.

Appendix3

Thisistheinput-output-structure,whichwasprovidedtoallfourchatbotapplications.

However,fortestingpurposesonly,thecountryandcitylistwaslimitedtothedesired

destinations.

Intentname Questions Answer

type

text

Welcome Text ["GutenTag,habenSieeinetouristischeFrageanuns?Gerne

versuche ich Ihnen weiterzuhelfen. Sollte ich Ihnen keine

sofortige Auskunft geben können, meldet sich innerhalb

wenigerWerktageeinExpertebeiIhnen."]

Text ["IchbineinChatbotundversucheIhnenmitdengängigsten

Fragen weiterzuhelfen. Für individuelle Fragen melden Sie

sich per Mail oder Telefon. Gerne können Sie über die

VorschlägeuntenschnelleAntwortenerhalten."]

Default Text ["LeiderkonntenwirIhreAnfragenichtsofortbearbeitenund

einExpertewirdsichinkurzerZeitbeiIhnenmelden.Sollten

Sie uns inzwischen telefonisch oder per Email kontaktieren

94

möchten,sokönnenSiedasgernunter+43123456789oder

xy@xy.attun."]

Information_

error

Ich möchte einen

Fehlermelden.

Text ["VielenDank, dass Sie uns bei der Fehlerbehebung helfen

möchten-wirfreuenunsüberjedekonstruktiveKritik.Gerne

könnenSieIhreFehlermeldunganxy@xy.atsenden."]

Ich habe einen

Fehlerzumelden.

Text ["VielenDank, dass Sie uns bei der Fehlerbehebung helfen

möchten-wirfreuenunsüberjedekonstruktiveKritik.Gerne

könnenSieIhreFehlermeldunganxy@xy.atsenden."]

Ich habe einen

Fehlergefunden.

Text ["VielenDank, dass Sie uns bei der Fehlerbehebung helfen

möchten-wirfreuenunsüberjedekonstruktiveKritik.Gerne

könnenSieIhreFehlermeldunganxy@xy.atsenden."]

Es funktioniert

etwasnicht.

Text ["VielenDank, dass Sie uns bei der Fehlerbehebung helfen

möchten-wirfreuenunsüberjedekonstruktiveKritik.Gerne

könnenSieIhreFehlermeldunganxy@xy.atsenden."]

Mir ist etwas

aufgefallen.

Text ["VielenDank, dass Sie uns bei der Fehlerbehebung helfen

möchten-wirfreuenunsüberjedekonstruktiveKritik.Gerne

könnenSieIhreFehlermeldunganxy@xy.atsenden."]

Information_

city

Ich brauche

Information zu

einerStadt.

Text ["BeiFragenzuStädtenfindenSieAuskunft inunseremCG.

ZahlreicheeuropäischeStädtestehenzurAuswahl."]

Ich hätte gerne

Informationen zu

einerStadt.

Text ["BeiFragenzuStädtenfindenSieAuskunft inunseremCG.

ZahlreicheeuropäischeStädtestehenzurAuswahl."]

Ich möchte

Informationen zu

*city*.

Text ["BeiFragenzuStädtenfindenSieAuskunft inunseremCG.

ZahlreicheeuropäischeStädtestehenzurAuswahl."]

95

Information_

country

Ich brauche

Informationen zu

einemLand.

Text ["Bei Fragen zu einem spezifischem Land erhalten Sie

Auskunft inunsererLF.ZurAuswahl stehenalleLänderder

Welt."]

Ich hätte gerne

Informationen zu

einemLand.

Text ["Bei Fragen zu einem spezifischem Land erhalten Sie

Auskunft inunsererLF.ZurAuswahl stehenalleLänderder

Welt."]

Ich möchte

Informationen zu

*country*.

Text ["Bei Fragen zu einem spezifischem Land erhalten Sie

Auskunft inunsererLF.ZurAuswahl stehenalleLänderder

Welt."]

Information_

enquiry

Ich habe eine

Anfrage.

Text ["Spezielle Anfragen können Sie uns gerne per E-Mail an

xy@xy.at zukommen lassen. Wir kümmern uns um eine

schnelleAbwicklung."]

IchbenötigeHilfe. Text ["Spezielle Anfragen können Sie uns gerne per E-Mail an

xy@xy.at zukommen lassen. Wir kümmern uns um eine

schnelleAbwicklung."]

Information_

documents

Ich brauche

Informationen zu

Personaldokumen

tenin*country*.

Text ["Informationen zu Personaldokumenten zu allen Ländern

derWeltfindenSieonlineinunsererLF."]

Welche

Personaldokumen

te benötige ich in

*country*?

Text ["Informationen zu Personaldokumenten zu allen Ländern

derWeltfindenSieonlineinunsererLF."]

Welche

Dokumente

benötige ich in

*country*?

Text ["Informationen zu Personaldokumenten zu allen Ländern

derWeltfindenSieonlineinunsererLF."]

96

Information_

vehicle

Welche KFZ-

Dokumente

brauche ich in

*country*?

Text ["Informationen zu Kraftfahrzeugdokumenten zu allen

LändernderWeltfindenSieonlineinunsererLF."]

Ich brauche

Informationen zu

KFZ-Dokumenten.

Text ["Informationen zu Kraftfahrzeugdokumenten zu allen

LändernderWeltfindenSieonlineinunsererLF."]

Ich hätte gerne

Informationen zu

KFZ-Dokumentein

*country*.

Text ["Informationen zu Kraftfahrzeugdokumenten zu allen

LändernderWeltfindenSieonlineinunsererLF."]

Information_

luggage

Ich brauche

Informationen

zumReisegepäck.

Text ["Informationen zu Reisegepäck zu allen Ländern derWelt

findenSieonlineinunsererLF."]

Wasdarf ichnach

*country*

einführen?

Text ["Informationen zu Reisegepäck zu allen Ländern derWelt

findenSieonlineinunsererLF."]

Was darf ich aus

*country*

ausführen?

Text ["Informationen zu Reisegepäck zu allen Ländern derWelt

findenSieonlineinunsererLF."]

Welche Souvenirs

sind in *country*

verboten?

Text ["Informationen zu Reisegepäck zu allen Ländern derWelt

findenSieonlineinunsererLF."]

Was darf ich aus

*country*

mitnehmen?

Text ["Informationen zu Reisegepäck zu allen Ländern derWelt

findenSieonlineinunsererLF."]

97

Information_

safety

Wiesicheristesin

*country*?

Text ["InformationenzuSicherheitslagezuallenLändernderWelt

findenSieonlineinunsererLF."]

Wie ist die

Sicherheitslage in

*country*?

Text ["InformationenzuSicherheitslagezuallenLändernderWelt

findenSieonlineinunsererLF."]

Gibt es eine

Reisewarnung für

*country*?

Text ["InformationenzuSicherheitslagezuallenLändernderWelt

findenSieonlineinunsererLF."]

Ist reisen nach

*country*sicher?

Text ["InformationenzuSicherheitslagezuallenLändernderWelt

findenSieonlineinunsererLF."]

Information_

carrental

Was muss ich bei

einem Mietwagen

beachten?

Text ["Informationen zu Mietwägen zu allen Ländern der Welt

findenSieonlineinunsererLF."]

Was muss ich bei

Mietwägen in

*country*

beachten?

Text ["Informationen zu Mietwägen zu allen Ländern der Welt

findenSieonlineinunsererLF."]

Was benötige ich,

um ein Auto in

*country*

auszuleihen?

Text ["Informationen zu Mietwägen zu allen Ländern der Welt

findenSieonlineinunsererLF."]

Information_

border

Ich brauche

Informationen zu

Grenzübergängen

nach*country*.

Text ["Informationen zu Grenzübergängen zu allen Ländern der

WeltfindenSieonlineinunsererLF."]

Was muss ich bei

einem

Text ["Informationen zu Grenzübergängen zu allen Ländern der

WeltfindenSieonlineinunsererLF."]

98

Grenzübergang

beachten?

Information_

toll

Wieviel kostet die

Vignette in

*country*?

Text ["InformationenzuMautundVignettenzuallenLändernder

WeltfindenSieonlineinunsererLF."]

Wie teuer ist die

Vignette in

*country*?

Text ["InformationenzuMautundVignettenzuallenLändernder

WeltfindenSieonlineinunsererLF."]

WelcheArten von

Vignettegibtes in

*country*?

Text ["InformationenzuMautundVignettenzuallenLändernder

WeltfindenSieonlineinunsererLF."]

Ich brauche

Informationen zur

Maut in

*country*.

Text ["InformationenzuMautundVignettenzuallenLändernder

WeltfindenSieonlineinunsererLF."]

Information_

traffic

Wie schnell darf

ich in*country*

fahren?

Text ["InformationenzuVerkehrsbestimmungenzuallenLändern

derWeltfindenSieonlineinunsererLF."]

Muss ich in

*country* das

Licht am Tag

einschalten?

Text ["InformationenzuVerkehrsbestimmungenzuallenLändern

derWeltfindenSieonlineinunsererLF."]

Was muss ich in

*country*

mitführen?

Text ["InformationenzuVerkehrsbestimmungenzuallenLändern

derWeltfindenSieonlineinunsererLF."]

Welche

Promillegrenzen

Text ["InformationenzuVerkehrsbestimmungenzuallenLändern

derWeltfindenSieonlineinunsererLF."]

99

gelten in

*country*?

Gibt es

Bestimmungen

zur

Kindersicherungin

*country*?

Text ["InformationenzuVerkehrsbestimmungenzuallenLändern

derWeltfindenSieonlineinunsererLF."]

Information_

emergency

Wenmuss ich bei

einer Panne in

*country*

anrufen?

Text ["InformationenzuPannenhilfeundNotfallzuallenLändern

derWeltfindenSieonlineinunsererLF."]

Wie lauten die

Notrufnummern

in*country*?

Text ["InformationenzuPannenhilfeundNotfallzuallenLändern

derWeltfindenSieonlineinunsererLF."]

Ist der ÖAMTC

international

erreichbar?

Text ["InformationenzuPannenhilfeundNotfallzuallenLändern

derWeltfindenSieonlineinunsererLF."]

Wie erreiche ich

die Polizei in

*country*?

Text ["InformationenzuPannenhilfeundNotfallzuallenLändern

derWeltfindenSieonlineinunsererLF."]

Information_

contact

Wie erreiche ich

das Konsulat in

*country*?

Text ["InformationenzuwichtigenAdressenzuallenLändernder

WeltfindenSieonlineinunsererLF."]

Wie erreiche ich

einen Partnerclub

des ÖAMTCs in

*country*?

Text ["InformationenzuwichtigenAdressenzuallenLändernder

WeltfindenSieonlineinunsererLF."]

100

Information_

semesterabr

oad

Ich hätte gerne

Informationen zu

Auslandssemester

.

Text ["AlleInformationenrundumdasThemaAuslandssemester

findenSieinderRP."]

Ich benötige

Information zum

Auslandssemester

.

Text ["AlleInformationenrundumdasThemaAuslandssemester

findenSieinderRP."]

Information_

legal

Welche Rechte

habe ich beim

Konkurs einer

Airline?

Text ["Alle Informationen rund um das Thema Passagier-Rechte

beimKonkurseinerAirlinefindenSieinderRP."]

Bekomme ich

beim Konkurs der

Airline Geld

zurück?

Text ["Alle Informationen rund um das Thema Passagier-Rechte

beimKonkurseinerAirlinefindenSieinderRP."]

Gilt meine

Versicherung im

Ausland?

Text ["Alle Informationen rund um das Thema Versicherung im

AuslandfindenSieinderRP."]

Brauche ich eine

Versicherung im

Ausland?

Text ["Alle Informationen rund um das Thema Versicherung im

AuslandfindenSieinderRP."]

Was tun wenn

meine Airline

streikt?

Text ["AlleInformationenrundumdasThemaTippsfürBetroffene

vonStreiksbeiFluglinienfindenSieinderRP."]

Brauche ich eine

Reisestornoversic

herung?

Text ["Alle Informationen rund um das Thema

ReisestornoversicherungfindenSieinderRP."]

101

Was bringt eine

Reisestornoversic

herung?

Text ["Alle Informationen rund um das Thema

ReisestornoversicherungfindenSieinderRP."]

Was sind die

Vorteile einer

Reisestornoversic

herung?

Text ["Alle Informationen rund um das Thema

ReisestornoversicherungfindenSieinderRP."]

Mängel imUrlaub

reklamieren

Text ["AlleInformationenrundumdasThemaRichtigreklamieren

beiMängelnimUrlaubfindenSieinderRP."]

Deckt eine

Reisestornoversic

herung auch

Umweltkatastrop

henab?

Text ["Alle Informationen rund um das Thema Reisestorno bei

UmweltkatastrophenundUnruhenfindenSieinderRP."]

Wozubenötigeich

eineGrüneKarte?

Text ["Alle Informationen rund um das Thema Grüne Karte bei

AutoreisenfindenSieinderRP."]

Rechte bei

Pauschalreisen

Insolvenz

Text ["Alle Informationen rund um das Thema Pauschalreisen:

Anzahlung&InsolvenzfindenSieinderRP."]

Fehler vermeiden

beiMietauto

Text ["Alle Informationen rund um das Thema Mietautofallen

findenSieinderRP."]

Ich benötige eine

Vollmacht für ein

Kind.

Text ["Alle Informationen rund um das Thema Vollmacht für

alleinreisendeKinderfindenSieinderRP."]

Woher bekomme

icheineVollmacht

füreinKind?

Text ["Alle Informationen rund um das Thema Vollmacht für

alleinreisendeKinderfindenSieinderRP."]

102

Wann benötigt

mein Kind eine

Vollmacht?

Text ["Alle Informationen rund um das Thema Vollmacht für

alleinreisendeKinderfindenSieinderRP."]

Was tun wenn

mein Gepäck

verlorengeht?

Text ["Alle Informationen rund um das Thema Gepäckverlust

findenSieinderRP."]

Information_

trafficabroad

Welche

Promillegrenzen

gelten im

Ausland?

Text ["AlleInformationenrundumdasThemaPromillegrenzenin

denNachbarländernfindenSieinderRP."]

Was muss ich im

Ausland als

Motorradfahrer

mitführen?

Text ["AlleInformationenrundumdasThemaMitführpflichtenfür

MotorradfahrerinEuropafindenSieinderRP."]

Was muss ich im

Ausland

mitführen?

Text ["AlleInformationenrundumdasThemaMitführpflichtenfür

AutofahrerinEuropafindenSieinderRP."]

Gilt Licht am Tag

auchimAusland?

Text ["Alle Informationen rund um das Thema Licht am Tag in

EuropafindenSieinderRP."]

Informationen

zum

Internationalen

Zulassungsschein

Text ["Alle Informationen rund um das Thema Internationaler

ZulassungsscheinfindenSieinderRP."]

Gilt meine E-Card

imAusland?

Text ["AlleInformationenrundumdasThemaE-CardEuropäische

KrankenversicherungskartefindenSieinderRP."]

103

Informationen

zum Carnet de

Passages

Text ["AlleInformationenrundumdasThemaCarnetdePassages

findenSieinderRP."]

WieteueristMaut

inEuropa?

Text ["Alle InformationenrundumdasThemaMaut-Regelungen

inEuropafindenSieinderRP."]

Wie teuer sind

Verkehrsstrafen

imAusland?

Text ["AlleInformationenrundumdasThemaVerkehrsstrafenim

AuslandfindenSieinderRP."]

Informationen zu

Umweltzonen in

Deutschland

Text ["Alle Informationen rund um das Thema Umweltzonen in

DeutschlandfindenSieinderRP."]

Wie schnell darf

ich im Ausland

fahren?

Text ["Alle Informationen rund um das Thema Tempolimits auf

EuropasStraßenfindenSieinderRP."]

Welche

Tempolimits

gelten im

Ausland?

Text ["Alle Informationen rund um das Thema Tempolimits auf

EuropasStraßenfindenSieinderRP."]

Welche

Geschwindigkeits

begrenzungen

gelten im

Ausland?

Text ["Alle Informationen rund um das Thema Tempolimits auf

EuropasStraßenfindenSieinderRP."]

city country country country country

Athen Algerien Äquatorialguin

ea

Brunei

Darussalam

Salomonen

104

Barcelona Angola Äthiopien China Samoa

(amerikanisch

)

Florenz Benin Antigua/Barbu

da

Georgien Samoa(West)

Istanbul Botswana Argentinien Hongkong Tonga

Lissabon BurkinaFaso Bahamas Indien Tuvalu

Madrid Burundi Barbados Indonesien Vanuatu

Mailand Demokratische

RepublikKongo

Belize Irak Österreich

Rom Djibouti Bermuda Iran Albanien

Venedig Elfenbeinküste Bolivien Israel Andorra

Amsterda

m

Eritrea Brasilien Japan Austria

Hamburg Gabun CaymanInseln Jemen Belarus

(Weißrusslan

d)

Kopenhage

n

Gambia Chile Jordanien Belgien

Stockholm Ghana CostaRica Kambodscha Bosnien &

Herzegowina

Warschau Guinea Dominika Kasachstan Bulgarien

Berlin Guinea-Bissau Dominikanisch

eRepublik

Katar Deutschland

105

Bratislava Kamerun Ecuador Kirgisistan Dänemark

Brüssel KapVerde ElSalvador Korea - Nord

(Volksrepubli

k)

Estland

Budapest Kenia Französisch

Guayana

Korea - Süd

(Republik)

Finnland

Graz Komoren Grenada Kuwait Frankreich

Klagenfurt Kongo Guadeloupe Laos Fürstentum

Liechtenstein

Linz Lesotho Guatemala Libanon Griechenland

London Liberia Guyana Macau Großbritannie

n

München Libyen Haiti Malaysia Irland

Paris Madagaskar Honduras Malediven Island

Prag Malawi Jamaika Mongolei Italien

Salzburg Mali Jungferninseln-

amerikanisch

Myanmar Kosovo

St.Pölten Marokko Jungferninseln-

britisch

Nepal Kroatien

Wien Mauretanien Kanada Oman Lettland

Zürich Mauritius Kolumbien Pakistan Litauen

Mayotte Kuba Philippinen Luxemburg

Mosambik Martinique SaudiArabien Malta

106

Namibia Mexiko Singapur Mazedonien

Niger Montserrat SriLanka Moldau

Nigeria Nicaragua Syrien Monaco

Reunion Niederl.

Karibik-Inseln

Tadschikistan Montenegro

Ruanda Panama Taiwan Niederlande

Sambia Paraguay Thailand Norwegen

Sao Tome &

Principe

Peru Timor-Leste Polen

Senegal St. Kitts und

Nevis

Turkmenistan Portugal

Seychellen St.Lucia Usbekistan Rumänien

SierraLeone St.Vincentund

dieGrenadinen

Vereinigte

Arabische

Emirate

Russische

Föderation

Simbabwe Suriname Vietnam SanMarino

Somalia Trinidad und

Tobago

Australien Schweden

Sudan PuertoRico Cook-Islands Schweiz

Swasiland Uruguay Fidschi-Inseln Serbien

Südafrika USA Französisch

Polynesien

Slowakei

Südsudan Venezuela Kiribati Slowenien

107

Tansania Afghanistan Marshall-

Inseln

Spanien

Togo Armenien Mikronesien Tschechien

Tschad Aserbaidschan Nauru Türkei

Tunesien Bahrain Neukaledonie

n

Ukraine

Uganda Bangladesch Neuseeland Ungarn

Zentralafrikanisc

heRepublik

Bhutan Papua

Neuguinea

Zypern

Ägypten

Appendix4

Thesearethetablesfromtestingtherespectivechatbots,includingthecorrectness

ofthechatbots’outputprovision.Baseduponthesetables,thescoredmetricswere

calculated.

Chatfuel Input Output Correct/incorrect

Wo finde ich

InformationenzuEstland?

Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

Incorrect

108

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

InformationEstland Bei generellen

Fragen zu einem

spezifischemLand

erhalten Sie

Auskunft in

unserer LF. Zur

Auswahl stehen

alle Länder der

Welt.

Correct

EstlandInformation Bei generellen

Fragen zu einem

spezifischemLand

erhalten Sie

Auskunft in

unserer LF. Zur

Auswahl stehen

alle Länder der

Welt.

Correct

InformationenEstland Bei generellen

Fragen zu einem

spezifischemLand

erhalten Sie

Auskunft in

unserer LF. Zur

Correct

109

Auswahl stehen

alle Länder der

Welt.

EstlandInformationen Bei generellen

Fragen zu einem

spezifischemLand

erhalten Sie

Auskunft in

unserer LF. Zur

Auswahl stehen

alle Länder der

Welt.

Correct

Wo finde ich

InformationenzuLondon?

Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

Incorrect

InformationLondon Leider konnten

wir Ihre Anfrage

Incorrect

110

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

LondonInformation Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

Incorrect

111

InformationenLondon Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

Incorrect

LondonInformationen Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

Incorrect

112

123456789 oder

xy@xy.attun.

Wo finde ich

Informationen zur

Sicherheitslage in

Ägypten?

Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

Incorrect

SicherheitslageÄgypten Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

kontaktieren

möchten, so

Incorrect

113

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

ÄgyptenSicherheitslage Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

Incorrect

Wie teuer ist dieMaut in

Slowenien?

Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

Incorrect

114

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

MautSlowenien Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

Incorrect

SlowenienMaut Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

Incorrect

115

telefonisch oder

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

Wie erreiche ich das

KonsulatinSpanien?

Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

Incorrect

KonsulatSpanien Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Incorrect

116

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

SpanienKonsulat Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

Incorrect

konsulatspanien Leider konnten

wir Ihre Anfrage

nicht sofort

bearbeiten und

ein Experte wird

Incorrect

117

sich in kurzer Zeit

beiIhnenmelden.

Sollten Sie uns

inzwischen

telefonisch oder

per E-mail

kontaktieren

möchten, so

können Sie das

gern unter +43

123456789 oder

xy@xy.attun.

spanienkonsulat Bei generellen

Fragen zu einem

spezifischemLand

erhalten Sie

Auskunft in

unserer LF. Zur

Auswahl stehen

alle Länder der

Welt.

Correct

ItsAlive Input Output Correct/incorrect

Wo finde ich

InformationenzuEstland?

Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

118

InformationEstland Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

EstlandInformation Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

InformationenEstland Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

EstlandInformationen Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

Wo finde ich

Informationen zu

London?

Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

119

InformationLondon Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

LondonInformation Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

InformationenLondon Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

LondonInformationen Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

Wo finde ich

Informationen zur

Sicherheitslage in

Ägypten?

Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

120

SicherheitslageÄgypten Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

ÄgyptenSicherheitslage Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

Wie teuer istdieMaut in

Slowenien?

Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

MautSlowenien Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

SlowenienMaut Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Incorrect

121

Wie erreiche ich das

KonsulatinSpanien?

Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Correct

KonsulatSpanien Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Correct

SpanienKonsulat Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Correct

spanienkonsulat Informationen zu

wichtigen

Adressen zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Correct

Onlim Input Output Correct/incorrect

Wo finde ich

InformationenzuEstland?

Bei generellen

Fragen zu einem

spezifischem Land

Correct

122

erhalten Sie

Auskunftinunserer

LF. Zur Auswahl

stehen alle Länder

derWelt.

InformationEstland Bei generellen

Fragen zu einem

spezifischem Land

erhalten Sie

Auskunftinunserer

LF. Zur Auswahl

stehen alle Länder

derWelt.

Correct

Estlandinformation Bei generellen

Fragen zu einem

spezifischem Land

erhalten Sie

Auskunftinunserer

LF. Zur Auswahl

stehen alle Länder

derWelt.

Correct

InformationenEstland Bei generellen

Fragen zu einem

spezifischem Land

erhalten Sie

Auskunftinunserer

LF. Zur Auswahl

stehen alle Länder

derWelt.

Correct

123

EstlandInformationen Bei generellen

Fragen zu einem

spezifischem Land

erhalten Sie

Auskunftinunserer

LF. Zur Auswahl

stehen alle Länder

derWelt.

Correct

Wo finde ich

InformationenzuLondon?

Bei generellen

Fragen zu einer

spezifischen Stadt

erhalten Sie

Auskunft in

unserem CG. Zur

Auswahl stehen

zahlreiche

europäische

Städte.

Correct

InformationLondon Bei generellen

Fragen zu einer

spezifischen Stadt

erhalten Sie

Auskunft in

unserem CG. Zur

Auswahl stehen

zahlreiche

europäische

Städte.

Correct

LondonInformation Bei generellen

Fragen zu einer

spezifischen Stadt

Correct

124

erhalten Sie

Auskunft in

unserem CG. Zur

Auswahl stehen

zahlreiche

europäische

Städte.

InformationenLondon Bei generellen

Fragen zu einer

spezifischen Stadt

erhalten Sie

Auskunft in

unserem CG. Zur

Auswahl stehen

zahlreiche

europäische

Städte.

Correct

LondonInformationen Bei generellen

Fragen zu einer

spezifischen Stadt

erhalten Sie

Auskunft in

unserem CG. Zur

Auswahl stehen

zahlreiche

europäische

Städte.

Correct

Wo finde ich

Informationen zur

Informationen zu

Sicherheitslage zu

allen Ländern der

Welt finden Sie

Correct

125

Sicherheitslage in

Ägypten?

online in unserer

LF.

SicherheitslageÄgypten Informationen zu

Sicherheitslage zu

allen Ländern der

Welt finden Sie

online in unserer

LF.

Correct

ÄgyptenSicherheitslage Informationen zu

Sicherheitslage zu

allen Ländern der

Welt finden Sie

online in unserer

LF.

Correct

Wie teuer ist dieMaut in

Slowenien?

Informationen zu

Maut und

Vignetten zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Correct

MautSlowenien Informationen zu

Maut und

Vignetten zu allen

Ländern der Welt

findenSieonlinein

unsererLF.

Correct

SlowenienMaut Informationen zu

Maut und

Vignetten zu allen

Ländern der Welt

Correct

126

findenSieonlinein

unsererLF.

Wie erreiche ich das

KonsulatinSpanien?

Informationen zu

wichtigenAdressen

zu allen Ländern

derWeltfindenSie

online in unserer

LF.

Correct

KonsulatSpanien Informationen zu

wichtigenAdressen

zu allen Ländern

derWeltfindenSie

online in unserer

LF.

Correct

SpanienKonsulat Informationen zu

wichtigenAdressen

zu allen Ländern

derWeltfindenSie

online in unserer

LF.

Correct

spanienkonsulat Informationen zu

wichtigenAdressen

zu allen Ländern

derWeltfindenSie

online in unserer

LF.

Correct