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Artificial Intelligence in Customer Management Processes: a Design Perspective
2021
International Conference of the Italian Association for Artificial Intelligence
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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
2020
International Journal of Retail & Distribution Management
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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
2022
Designing Interactive Systems Conference
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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]
2020
arXiv
pre-print
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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
2022
Human Behavior and Emerging Technologies
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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]
2022
arXiv
pre-print
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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
2021
International Journal of Fashion Design, Technology and Education
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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
2020
Frontiers in Digital Health
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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]
2019
arXiv
pre-print
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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
2020
Journal of Communication Management
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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]
2020
arXiv
pre-print
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2020
Proceedings of the International Scientific Conference - Sinteza 2020
unpublished
doi:10.15308/sinteza-2020-14-22 fatcat:6o443wrh6vaxjgt6kvgw3kp7ru
doi:10.15308/sinteza-2020-14-22 fatcat:6o443wrh6vaxjgt6kvgw3kp7ru
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
2021
Human Computation
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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]
2020
arXiv
pre-print
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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
2022
User Modeling, Adaptation, and Personalization
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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]
2020
Smart Innovation, Systems and Technologies
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2021 pre-print arXiv:2104.13823v1 fatcat:kvzrj2gl35gmthv6x6bae5v7bi
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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