Umfang:
1 Online-Ressource(XII, 219 p. 34 illus., 18 illus. in color.)
Ausgabe:
1st ed. 2021.
ISBN:
9783030682880
Serie:
Information Systems and Applications, incl. Internet/Web, and HCI 12604
Inhalt:
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.
Inhalt:
This book constitutes the proceedings of the 4th 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.
Weitere Ausg.:
ISBN 9783030682873
Weitere Ausg.:
ISBN 9783030682897
Weitere Ausg.:
Erscheint auch als Druck-Ausgabe ISBN 9783030682873
Weitere Ausg.:
Erscheint auch als Druck-Ausgabe ISBN 9783030682897
Sprache:
Englisch
DOI:
10.1007/978-3-030-68288-0
Bookmarklink
