Chatbot Research and Design (eBook, PDF)

4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23-24, 2020, Revised Selected Papers
Redaktion: Følstad, Asbjørn; Brandtzaeg, Petter Bae; Goodwin, Morten; Luger, Ewa; Law, Effie L. -C.; Papadopoulos, Symeon; Araujo, Theo

• Format: PDF

Produktbeschreibung

This book constitutes the proceedings of the 4^th 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.

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Produktdetails

• Verlag: Springer Nature Switzerland
• Seitenzahl: 219
• Erscheinungstermin: 2. Februar 2021
• Englisch
• ISBN-13: 9783030682880
• Artikelnr.: 62299075

Inhaltsangabe

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.