Developing human/AI interactions for chat-based customer services: lessons learned from the Norwegian government
European Journal of Information Systems (Taylor & Francis)
Ref: SRC-002-NOR-001
Accessed: 3/26/2026
Summary
Academic research paper examining the development of human/AI interactions in NAV's chatbot-based customer services, conducted in collaboration between the University of Agder and NAV. Analyses the handover process between the Frida chatbot and human advisors, identifying how the system's filtration, information retrieval, and problem detection capabilities support both automated and human-assisted service delivery.
View Harvard reference
Følstad, A. and Taylor, C. (2022) 'Developing human/AI interactions for chat-based customer services: lessons learned from the Norwegian government', European Journal of Information Systems, 32(4), pp. 601–620. doi: 10.1080/0960085X.2022.2096490.