How does the visibility of chatbot Frida affect inquiries to Nav?
Last year I wrote an article for the journal Arbeid og Velferd at the Norwegian Labour and Welfare Administration (Nav).
How does the visibility of chatbot Frida affect inquiries to Nav? During the pandemic we added a chatbot icon to the website nav.no. Almost 2 years later we concealed the chatbot-icon. What happened afterwards? Inquiries to Nav didn’t increase. Use of the search engine doubled, while use of the chatbot fell by half. The analysis indicates that people use the chatbot and the search engine for similar purposes. This can challenge the premise of using a chatbot to reduce inquiries by phone.
The article abstract is in English, while the article is in Norwegian.