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Chatbot Research and Design 4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23-24, 2020, Revised Selected Papers
Title
Chatbot Research and Design [electronic resource] : 4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23-24, 2020, Revised Selected Papers / edited by Asbjørn Følstad, Theo Araujo, Symeon Papadopoulos, Effie L.-C. Law, Ewa Luger, Morten Goodwin, Petter Bae Brandtzaeg.
ISBN
9783030682880
Edition
1st ed. 2021.
Publication
Cham : Springer International Publishing : Imprint: Springer, 2021.
Physical Description
1 online resource (XII, 219 p.) 34 illus., 18 illus. in color.
Local Notes
Access is available to the Yale community.
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Access restricted by licensing agreement.
Summary
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.
Variant and related titles
Springer ENIN.
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Printed edition:
Format
Books / Online
Language
English
Added to Catalog
February 05, 2021
Series
Information Systems and Applications, incl. Internet/Web, and HCI ; 12604
Contents
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.
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