Towards Designing Cooperative and Social Conversational Agents for Customer Service

By Ulrich Gnewuch, Stefan Morana, Alexander Maedche. International Conference on Interaction Sciences, 2017

318 citations recorded by the source corpus.

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

AI-based chatbots in customer service and their effects on user compliance (2020, background): “…second wave of artificial intelligence ” (Launchbury 2018) has renewed the interest and strengthened the commitment to this technology, because it has paved the way for systems that are capable of more human-like interactions (e.g., Gnewuch et al. 2017; Maedche et al. 2019; Pfeuffer et al. 2019b).”
AI-Based Digital Assistants (2019, background): “…smart homes (Benlian et al. 2019), smart cars (Mihale-Wilson et al. 2019), robo-advisory (Adam et al. 2019; Jung et al. 2018), customer services (Gnewuch et al. 2017), in electronic commerce (Qiu and Benbasat 2009), in healthcare (Laranjo et al. 2018), or as pedagogical agents (Fryer et al.…”
How Should My Chatbot Interact? A Survey on Social Characteristics in Human–Chatbot Interaction Design (2019, methodology): “[Gnewuch et al. 2017] and [Morris 2002] suggest design principles that include concerns about language choices.”