Chatbot Research and Design

4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23-24, 2020, Revised Selected Papers
1. Auflage 2021
ISBN: 978-3-030-68287-3
Verlag: Springer

Buch, Englisch, 219 Seiten, Format (B × H): 155 mm x 235 mm, Gewicht: 359 g

Reihe: Information Systems and Applications, incl. Internet/Web, and HCI

This book constitutes the proceedings of the 4 International Workshop on Chatbot Research and Design, CONVERSATIONS 2020, which was held during November 23-24, 2020, hosted by the University of Amsterdam. The conference was planned to take place in Amsterdam, The Netherlands, but changed to an online format due to the COVID-19 pandemic.

The 14 papers included in this volume were carefully reviewed and selected from a total of 36 submissions. The papers in the proceedings are structured in four topical groups: Chatbot UX and user perceptions, social and relational chatbots, chatbot applications, and chatbots for customer service. The papers provide new knowledge through empirical, theoretical, or design contributions.

Zielgruppe

Research

Autoren/Hrsg.

Følstad, Asbjørn

Araujo, Theo

Papadopoulos, Symeon

Law, Effie L.-C.

Luger, Ewa

Goodwin, Morten

Brandtzaeg, Petter Bae

Fachgebiete

• Mathematik | Informatik EDV | Informatik Informatik Mensch-Maschine-Interaktion
• Mathematik | Informatik EDV | Informatik Informatik Künstliche Intelligenz Spracherkennung, Sprachverarbeitung

Inhaltsverzeichnis

Chatbot UX and User Perceptions.- Should a Chatbot Disclose Itself? Implications for an Online Conversational Retailer.- Too Informal? How a Chatbot’s Communication Style Affects Brand Attitude and Quality of Interaction.- User Perception of Text-Based Chatbot Personality.- The Ontological Classification of Conversational Agents. An Adaptation of Piaget’s Equilibration Theory.- Show, Don’t Tell. Reflections on the Design of Multi-modal Conversational Interfaces.- Social and Relational Chatbots.- Questions to Loving a Chatbot: Are People Willing to Self-Disclose to a Chatbot.- “I’m Here for You”: Can Social Chatbots Truly Support Their Users? A Literature Review.- Grätzelbot: Social Companion Technology for Community Building among University Freshmen.- Chatbot Applications.- Heuristic Evaluation of COVID-19 Chatbots.- Go to Chapter X to Explore Interactive Narrative on Smart Assistants.- Conversational Agents to Promote Children’s Verbal Communication Skills.- Chatbots for CustomerService.- More than FAQ! Chatbot Taxonomy for Business-to-Business Customer Services.- Customer Service Chatbots: A Qualitative Interview Study into the Communication Journey of Customers.- Understanding the User Experience of Customer Service Chatbots: What Can We Learn from Customer Satisfaction Surveys.