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Asbjørn Følstad

Senior Research Scientist

Asbjørn Følstad

Senior Research Scientist

Asbjørn Følstad
Phone: +47 932 93 013
Department: Software and Service Innovation
Office: Oslo

Publications and responsibilities

Publication
https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1693416

Chatbots are emerging as interactive systems. However, we lack knowledge on how to classify chatbots and how such classification can be brought to bear in analysis of chatbot interaction design. In this workshop paper, we propose a typology of chatbots to support such classification and analysis. Th...

Year 2019
Type Part of a book/report
Publication
https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1681780

Advances in artificial intelligence strengthen chatbots’ ability to resemble human conversational agents. For some application areas, it may be tempting not to be transparent regarding a conversational agent’s nature as chatbot or human. However, the uncanny valley theory suggests that such lack in ...

Year 2019
Type Journal publication
Publication
https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1626870

Chatbots are increasingly offered as an alternative source of customer service. For users to take up chatbots for this purpose, it is important that users trust chatbots to provide the required support. However, there is currently a lack in knowledge regarding the factors that affect users’ trust in...

Authors Følstad Asbjørn Nordheim Cecilie Bertinussen Bjørkli Cato Alexander
Year 2018
Type Journal publication
Publication
https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1605060

Chatbots have been around for decades. However, the real buzz around this technology did not start until the spring of 2016. Reasons for the sudden renewed interest in chatbots include massive advances in artificial intelligence (AI) and a major usage shift from online social networks to mobile-mess...

Year 2018
Type Journal publication
Publication
https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1598936

While the concept of “customer journeys” is widely taken up to support service design and management, practical frameworks for routine monitoring of customer experience in the context of customer journeys are lacking. This article proposes a framework for applying the widely used transactional Net P...

Authors Følstad Asbjørn Kvale Knut
Year 2018
Type Journal publication
Publication
https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1598930

Customer research is key to service design. However, current methods to obtain in-depth customer insight are resource demanding and rarely utilise available customer reports. In this study, we explore the widely used transactional Net Promoter Score (NPS) as a potential source of customer insight fo...

Authors Følstad Asbjørn Kvale Knut
Year 2018
Type Part of a book/report