Chatbot Research and Design, 1st ed. 2021 4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23-24, 2020, Revised Selected Papers Information Systems and Applications, incl. Internet/Web, and HCI Series
Coordonnateurs : Følstad Asbjørn, Araujo Theo, Papadopoulos Symeon, Law Effie L.-C., Luger Ewa, Goodwin Morten, Brandtzaeg Petter Bae
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.
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 Customer Service.- 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.
Date de parution : 02-2021
Ouvrage de 219 p.
15.5x23.5 cm
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artificial intelligence; autonomous agents; chatbot applications; chatbots; computer networks; conversational user interfaces; formal logic; human engineering; Human-Computer Interaction (HCI); interaction design; logic programming; multiagent system; Natural Language Processing (NLP); programming languages; signal processing; user experience; user interfaces