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Artificial Intelligence in Customer Management Processes: a Design Perspective

Maurizio Mesenzani, Angela Di Massa
2021 International Conference of the Italian Association for Artificial Intelligence  
The use of Artificial Intelligence (AI) among companies is expected to be pervasive in the next few years in order to support decision making, increase productivity and efficiency and define User-Centred  ...  The goal was to understand how AI is used to create value in Customer Management processes, exploring the current and future trends and the most relevant issues in AI adoption.  ...  In order to establish a trusted relationship between user and chatbot, it should be important defining the chatbot language style, fostering a reassuring and professional conversational tone, according  ... 
dblp:conf/aiia/MesenzaniM21 fatcat:ig6633fio5bp3bufobhp5gtur4

Millennials' attitude toward chatbots: an experimental study in a social relationship perspective

Roberta De Cicco, Susana Costa e Silva, Francesca Romana Alparone
2020 International Journal of Retail & Distribution Management  
are manipulated to directly explore social presence and its effect on trust, perceived enjoyment and millennials' attitude towards a chatbot applied for retailing purposes.  ...  To the best of our knowledge, this is the first study to provide results from an experimental design in which both interaction style (social- vs task-oriented) and avatar (presence vs absence) of a chatbot  ...  Turning to the motivations that drive people to use chatbots, Brandtzaeg and Følstad (2017) showed that most people tend to engage in a chatbot conversation for productivity, entertainment and the social-relational  ... 
doi:10.1108/ijrdm-12-2019-0406 fatcat:w5rcwivvbzfx5e4yxsy5swj5qm

Exploring the Effects of Self-Mockery to Improve Task-Oriented Chatbot's Social Intelligence

Chengzhong Liu, Shixu Zhou, Yuanhao Zhang, Dingdong Liu, Zhenhui Peng, Xiaojuan Ma
2022 Designing Interactive Systems Conference  
To fll this gap, we proposed to apply self-mockery humor to a customer service chatbot in diferent interaction stages with users.  ...  However, few studies explored using humor, a common rhetorical device in human-human interactions, to improve chatbots' overall SI.  ...  ACKNOWLEDGMENTS Many thanks to the anonymous reviewers for their insightful suggestions. We thank Yiduo Yu for his valuable inputs.  ... 
doi:10.1145/3532106.3533461 fatcat:3grkesxjprhwdocggbdtu3b2ie

How should my chatbot interact? A survey on human-chatbot interaction design [article]

Ana Paula Chaves, Marco Aurelio Gerosa
2020 arXiv   pre-print
The increasing need to approximate conversational interaction styles raises expectations for chatbots to present social behaviors that are habitual in human-human communication.  ...  In this survey, we argue that chatbots should be enriched with social characteristics that cohere with users' expectations, ultimately avoiding frustration and dissatisfaction.  ...  Dohsaka et al. (2014) proposed a chatbot that uses empathic and self-oriented emotional expressions to keep users engaged in quiz-style dialogue.  ... 
arXiv:1904.02743v2 fatcat:rtncxu6mxjdbnermu6zerb4roq

Multi-Chatbot or Single-Chatbot? The Effects of M-Commerce Chatbot Interface on Source Credibility, Social Presence, Trust, and Purchase Intention

Su-Mae Tan, Tze Wei Liew, Zheng Yan
2022 Human Behavior and Emerging Technologies  
These findings suggest that designating chatbots as product-specific advisers in a multi-chatbot interface without labels to accentuate expertise could not evoke the users to categorize them as product  ...  to explore how the m-commerce chatbot interface types can differently influence source credibility, social presence, trusting beliefs, and purchase intention.  ...  This research was supported by the Malaysia Ministry of Higher Education (FRGS/1/2021/SS0/MMU/ 02/8) titled "A Design Framework of E-Commerce Chatbot with Social Cues to Enhance User-Chatbot Experience  ... 
doi:10.1155/2022/2501538 fatcat:yt2ub3x5inhzbeqe4sql4225uy

Making the case for audience design in conversational AI: Rapport expectations and language ideologies in a task-oriented chatbot [article]

Doris Dippold
2022 arXiv   pre-print
Chatbots are more and more prevalent in commercial and science contexts. They help customers complain about a product or service or support them to find the best travel deals.  ...  This paper argues that insights into users' language ideologies and their rapport expectations can be used to inform the audience design of the bot's language and interaction patterns and ensure equitable  ...  Interviews initially centred on users' routines and everyday lives and then their general booking experiences for booking both health-related and other appointments.  ... 
arXiv:2206.10694v1 fatcat:elqkbaf77zbhjn77mbapr5cqfu

Chatbot design approaches for fashion E-commerce: an interdisciplinary review

A. R. D. B. Landim, A. M. Pereira, T. Vieira, E. de B. Costa, J. A. B. Moura, V. Wanick, Eirini Bazaki
2021 International Journal of Fashion Design, Technology and Education  
Chatbots can bring innovation in online assistance and communication with customers.  ...  The findings show that Deep Learning, recommendation systems, audio recognition and integration of chatbots with other fashion applications are a few design opportunities to be applied in both research  ...  In the case of chatbots in fashion e-commerce, other features related to online sales could be required -e,g,, those that engage and persuade customers to buy a product, eventually involving negotiation  ... 
doi:10.1080/17543266.2021.1990417 fatcat:oddfns45c5gnreagavcwdw5gcu

Preliminary Evaluation of the Engagement and Effectiveness of a Mental Health Chatbot

Kate Daley, Ines Hungerbuehler, Kate Cavanagh, Heloísa Garcia Claro, Paul Alan Swinton, Michael Kapps
2020 Frontiers in Digital Health  
Increased engagement resulted in improved post-intervention values for anxiety and depression.Conclusion: This study highlights a chatbot's potential to reduce mental health symptoms in the general population  ...  Engagement was calculated from the number of responses sent to the chatbot divided by days in the program.Results: Users sent an average of 8.17 responses per day.  ...  Increased engagement resulted in improved post-intervention values for anxiety and depression (p < 0.01) but not stress (p = 0.716).  ... 
doi:10.3389/fdgth.2020.576361 pmid:34713049 pmcid:PMC8521874 fatcat:63v5b3fupbak3eas4diuzsacgi

Designing for Health Chatbots [article]

Ahmed Fadhil, Gianluca Schiavo
2019 arXiv   pre-print
In this chapter, we introduce the nature of conversational user interfaces (CUIs) for health and describe UX design principles informed by a systematic literature review of relevant research works.  ...  We analyze scientific literature in conversational interfaces and chatterbots, providing a survey of major studies and describing UX design principles and interaction patterns.  ...  Studies (Candello 2017) have analyzed text typeface in user engagement and how employing different typefaces in a chatbot was perceived by users.  ... 
arXiv:1902.09022v1 fatcat:hn4phntq6bbu5oylefx3zmck2i

Conversational agents in online organization–stakeholder interactions: a state-of-the-art analysis and implications for further research

Salla Syvänen, Chiara Valentini
2020 Journal of Communication Management  
Existing studies focus on the technical developments of chatbots and chatbot language and conversations skills.  ...  PurposeThe purpose of this study is to review the extant literature on chatbots and stakeholder interactions to identify major trends and shed light on knowledge gaps.Design/methodology/approachA systematic  ...  Perceived interactivity 27 5 Perceived contingency 28 5 Perceived dialogue 29 5 User engagement (level of absorption) 30 5 Topic involvement 31 5 Perceived sadness 32 5 Perceived recognition 33  ... 
doi:10.1108/jcom-11-2019-0145 fatcat:y657ota4xndrlhasbvhtfri3gm

Conversational agents for learning foreign languages – a survey [article]

Jasna Petrovic, Mladjan Jovanovic
2020 arXiv   pre-print
Existing research in the area has generally focused on chatbots' comprehensibility and the motivation they inspire in their users.  ...  Chatbots are computer programs developed to engage in conversations with humans. They are designed as software avatars with limited, but growing conversational capability.  ...  The issues are due to the inherent diversity of users' motivations to play games, and the heterogeneity of user groups in terms of needs, preferences, and learning styles.  ... 
arXiv:2011.07901v1 fatcat:pt6sykcgzfew3prrvimrqjvzxe

Interfacing participation in citizen science projects with conversational agents

Manuel Portela
2021 Human Computation  
After developing a study of the engagement and motivations to interact with chatbots, we explored our results.  ...  We found that chatbots are great communication platforms that can help to engage participants as an all-in-one interface.  ...  It is not our intention to expand the list of examples but to reflect the increasing interest in using this technology to enhance communication and engagement with citizens.  ... 
doi:10.15346/hc.v8i2.114 fatcat:ajgac3qrxzd7jdzc2qkygvepwe

Personalized Chatbot Trustworthiness Ratings [article]

Biplav Srivastava and Francesca Rossi and Sheema Usmani and and Mariana Bernagozzi
2020 arXiv   pre-print
For example, users may want to use chatbots that are not biased, that do not use abusive language, that do not leak information to other users, and that respond in a style which is appropriate for the  ...  Given their widespread use, it is important to provide their users with methods and tools to increase users awareness of various properties of the chatbots, including non-functional properties that users  ...  The chatbot can exhibit a range of conversation styles on station names, train numbers and time which the user may perceive simple or complex.  ... 
arXiv:2005.10067v2 fatcat:qkvf5vcnafcsriij2j3l4w5nke

Towards Multi-Method Support for Product Search and Recommending

Timm Kleemann, Benedikt Loepp, Jürgen Ziegler
2022 User Modeling, Adaptation, and Personalization  
Today, online shops offer a variety of components to support users in finding suitable items, ranging from filters and recommendations to conversational advisors and natural language chatbots.  ...  All these methods differ in terms of cognitive load and interaction effort, and, in particular, in their suitability for the specific user.  ...  As shown in Figure 1 , the system offered four different components: a faceted filtering interface, a dialog-based product advisor, a natural language chatbot implemented using Google Dialogflow, and  ... 
doi:10.1145/3511047.3536408 dblp:conf/um/KleemannL022 fatcat:ircmaudtaneo3a2p5sutitn54i

Investigating Perceptions of Social Intelligence in Simulated Human-Chatbot Interactions [chapter]

Natascha Mariacher, Stephan Schlögl, Alexander Monz
2020 Smart Innovation, Systems and Technologies  
The goal of the presented work is thus to investigate whether characteristics of social intelligence embedded in human-chatbot interactions are perceivable by human interlocutors and if yes, whether such  ...  With the ongoing penetration of conversational user interfaces, a better understanding of social and emotional characteristic inherent to dialogue is required.  ...  The research presented in this paper has been supported by the project EM-PATHIC that has received funding from the European Union's Horizon 2020 research and innovation programme under grant agreement  ... 
doi:10.1007/978-981-15-5093-5_44 fatcat:2kfwiy75abg4pekzgh7k2qwdzm
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