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Chatbots as conversational healthcare services [article]

Mlađan Jovanović, Marcos Baez, Fabio Casati
2020 arXiv   pre-print
The evidence is in the growing number of publicly available chatbots aiming at taking an active role in the provision of prevention, diagnosis, and treatment services.  ...  Chatbots are emerging as a promising platform for accessing and delivering healthcare services.  ...  The evaluation did not address the effects of chatbots on health outcomes or the evidence supporting the health service.  ... 
arXiv:2011.03969v1 fatcat:x356sbmyr5aypngqchenww3aoq


2021 IADIS International Journal on WWW/Internet  
Arguably, this may cause issues in the chatbot interaction because the technology may not be capable of handling interactions at the same level of sophistication as human personnel.  ...  To close this research gap, we asked 16 users to interact with two customer service chatbots to explore the mental models guiding their interactions.  ...  This type of notification could also be provided in expressions of uncertainty in the textual response of the chatbot, as suggested by Ashktorab et al. (2019) .  ... 
doi:10.33965/ijwi_202119102 fatcat:c6lthmtujjfmzno4f3cwfqwvli

Brave new world: service robots in the frontline

Jochen Wirtz, Paul G. Patterson, Werner H. Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, Antje Martins
2018 Journal of Service Management  
The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers.  ...  Purpose -The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth  ...  Finally, the authors thank Pascal Bornet for presenting McKinsey and Company's approach and current projects on robotics and AI in service delivery and discussing the ideas with the authors (Singapore,  ... 
doi:10.1108/josm-04-2018-0119 fatcat:wzeqngxz2jbk7cczfh2sqtcipe


Dr Sasikumar, Dr ONYX, Dr Vinayagam, Dr Gokulakrishnan
2022 Zenodo  
Service marketing for BBA, Bcom and MBA  ...  In one of the early texts on DSM, Sasser presented two alternatives for services to usechase-demand and level-capacity. A number of factors contributed to the choice of alternative.  ...  Improve Customer Experience & Satisfaction With Chatbots Chatbots can be used to improve the customer experience in a number of keyways and form a big part of many modern hospitality marketing strategies  ... 
doi:10.5281/zenodo.6295073 fatcat:7a5onfvnw5aobco3fu7q22vsuq

Hi, Can I Help? Exploring How to Design a Mental Health Chatbot for Youths

Camilla Gudmundsen Høiland, Asbjørn Følstad, Amela Karahasanovic
2020 Human Technology: An Interdisciplinary Journal on Humans in ICT Environments  
nurses in the school health service.  ...  When discussing the study findings, we point out how the study contributes to theory and practice and suggest avenues for future research.  ...  As interpretation errors are prone in any conversation, means of conversational repair by the chatbot is critical to conversational design-for example, by asking the user to repeat, paraphrasing the message  ... 
doi:10.17011/ht/urn.202008245640 fatcat:2kbddrdsjbf7zanqgsiyslia2q

Interfacing participation in citizen science projects with conversational agents

Manuel Portela
2021 Human Computation  
This paper assesses the use of conversational agents (chatbots) as an interface to enhance communication with participants in citizen science projects.  ...  After developing a study of the engagement and motivations to interact with chatbots, we explored our results.  ...  Beyond effectivity and engagement, chatbots can be considered simple platforms for continuous development, testing and deployment in long-term projects.  ... 
doi:10.15346/hc.v8i2.114 fatcat:ajgac3qrxzd7jdzc2qkygvepwe

How to Guide Task-oriented Chatbot Users, and When: A Mixed-methods Study of Combinations of Chatbot Guidance Types and Timings

Su-Fang Yeh, Meng-Hsin Wu, Tze-Yu Chen, Yen-Chun Lin, XiJing Chang, You-Hsuan Chiang, Yung-Ju Chang
2022 CHI Conference on Human Factors in Computing Systems  
In recent years, researchers have argued that chatbot systems should include guidance for users on how to converse with them.  ...  The popularity of task-oriented chatbots is constantly growing, but smooth conversational progress with them remains profoundly challenging.  ...  This research was supported in part by the Ministry of Science and Technology, R.O.C (MOST 109-2218-E-009 -016), and by the Higher Education Sprout Project of the National Yang Ming Chiao Tung University  ... 
doi:10.1145/3491102.3501941 fatcat:oy626x3otnazbddbtbpzqeazg4

Task-oriented Dialogue Systems: performance vs. quality-optima, a review [article]

Ryan Fellows, Hisham Ihshaish, Steve Battle, Ciaran Haines, Peter Mayhew, J. Ignacio Deza
2021 arXiv   pre-print
This paper explores the literature on evaluative frameworks of dialogue systems and the role of conversational quality attributes in dialogue systems, looking at if, how, and where they are utilised, and  ...  Task-oriented dialogue systems (TODS) are continuing to rise in popularity as various industries find ways to effectively harness their capabilities, saving both time and money.  ...  Authors would like to acknowledge the assistance provided by Mark Davis and his team in the initial discussions leading to this study and for their collaboration on the project.  ... 
arXiv:2112.11176v1 fatcat:kzzj4mayhbhdrmoffu4or6s4uy

AKWI Nr. 12 (2020)

Frank Herrmann, Konrad Marfurt, Christian Müller, Norbert Ketterer
2020 Zenodo  
Anwendungen und Konzepte der Wirtschaftsinformatik, aufbereitet in den Rubriken "Grundlagen", "Trends", "Praxis", "Kurz erklärt", "Bücher", "Abschlussarbeiten"  ...  ACKNOWLEDGEMENT The research reported in this paper was supported by the Higher Education Excellence Program of the Ministry of Human Capacities in the frame of Artificial intelligence research area of  ...  Budapest University of Technology and Economics (BME FIKP-MI), and by the National Research, Development  ... 
doi:10.5281/zenodo.4651286 fatcat:y74kfsfb6repdndhfgd2mhlyk4

On the Design of and Interaction with Conversational Agents: An Organizing and Assessing Review of Human-Computer Interaction Research

Stephan Diederich, University of Göttingen, Germany, Alfred Benedikt Brendel, Stefan Morana, Lutz Kolbe, TU Dresden, Germany, Saarland University, Germany, University of Göttingen, Germany
2022 Journal of the AIS  
CAs are used in contexts such as peoples private lives, education, and healthcare, as well as in organizations to innovate or automate tasks for example, in marketing, sales, or customer service.  ...  In addition to these application contexts, CAs take on different forms in terms of their embodiment, the communication mode, and their (often human-like) design.  ...  Leidner and the anonymous reviewers for their support, encouragement, and valuable feedback, which helped us substantially improve the paper throughout the review process.  ... 
doi:10.17705/1jais.00724 fatcat:kdotzyapnfgrle23hq7v6je6zm

The impact of artificial intelligence along the insurance value chain and on the insurability of risks

Martin Eling, Davide Nuessle, Julian Staubli
2021 Geneva papers on risk and insurance. Issues and practice  
The first is that the application of artificial intelligence by insurance companies might allow for a more accurate prediction of loss probabilities, thus reducing one of the industry's most inherent problems  ...  AbstractBased on a data set of 91 papers and 22 industry studies, we analyse the impact of artificial intelligence on the insurance sector using Porter's (1985) value chain and Berliner's (1982) insurability  ...  This enables insurance companies to deploy human sales and customer service agents more effectively as chatbots take over some of their tasks.  ... 
doi:10.1057/s41288-020-00201-7 fatcat:x7mc7vphnjh7blqogffzqa6oqa

Hybrid Service Recovery: Design for Seamless Inquiry Handovers between Conversational Agents and Human Service Agents

Mathis Poser, Sukhpreet Singh, Eva Bittner
2021 Proceedings of the 54th Hawaii International Conference on System Sciences   unpublished
The effort of companies to deploy conversational agents (CAs) for customer self-service has been renewed due to their recent technological improvements.  ...  Despite their efficiency in processing recurring simple customer inquiries, limited capabilities of CAs to handle complex inquiries still lead to service failure and unsatisfied customers.  ...  On the one hand, users are prompted to engage in conversational repair activities by replying to CAs' uncertainty expressions (with or without alternatives) or rephrasing their input [18, 20] .  ... 
doi:10.24251/hicss.2021.144 fatcat:qo5pkmjmxrfcharaem4vtog4iy

A Conceptual Framework on Defining Businesses Strategy for Artificial Intelligence

Salih Caner, Feyza Bhatti
2020 Contemporary Management Research  
AI is increasingly used in diverse business functions, including marketing, customer service, cost reduction, and product improvement.  ...  Consolidating business and technical views of AI, the paper discusses the major elements of AI in business like abilities and limitations of AI, economics and AI, business functions and AI, workforce,  ...  Machine to human conversation like Apple's Siri, Amazon's Alexa, Google's Assistant, or customer service chatbots all use NLP.  ... 
doi:10.7903/cmr.19970 fatcat:3qu7eg5rzrbs3coorvgbqrnley

Artificial Intelligence [article]

Denis Rothman
2018 Zenodo  
GitHub and other cloud platforms already provide thousands of machine learning programs, reducing the need of having an AI expert at hand.  ...  These cloud platforms will slowly but surely reduce the need for artificial intelligence developers. Google Cloud's AI provides intuitive machine learning services.  ...  NLP Chatbots Chapter 15 [ 350 ] Adding services to a chatbot IBM's Watson Conversation Service allows you to add all the services you want to your dialog flow, as shown in the following list: IBM Watson  ... 
doi:10.5281/zenodo.5599649 fatcat:vyqr3zzw5rfzpp3zifezw7uzxq

A 20-Year Community Roadmap for Artificial Intelligence Research in the US [article]

Yolanda Gil, Bart Selman
2019 arXiv   pre-print
Future AI systems will rightfully be expected to reason effectively about the world in which they (and people) operate, handling complex tasks and responsibilities effectively and ethically, engaging in  ...  These are the major recommendations of a recent community effort coordinated by the Computing Community Consortium and the Association for the Advancement of Artificial Intelligence to formulate a Roadmap  ...  The system can detect when Joshua seems down, and will suggest a walk in the park or start a conversation about planning a brunch for his friend's birthday.  ... 
arXiv:1908.02624v1 fatcat:jza6i2tzufgeracsou77qukbu4
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