Partners

In our research, we collaborate with a strong network of national and international partners from academia and industry. We aim to bring together different people with different skill sets and expertise to engage in innovative research projects and to strengthen the exchange between research and practice. Our partnerships can take various forms, including project-based collaboration, research scholarships, and publicly funded projects.

Our Academic Partners

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Our Industry Partners

hsag heidelberger services ag logo
sogedes logo
EnBW Logo
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Publications

2019

  • Feine, J., Gnewuch U., Morana S., and Maedche A. (2019). “Gender Bias in Chatbot Design”. In: Proceedings of the 3rd International Workshop on Chatbot Research (CONVERSATIONS 2019). Amsterdam, Netherlands. [ResearchGate Link]
  • Feine, J., Gnewuch U., Morana S., and Maedche A. (2019). “A Taxonomy of Social Cues for Conversational Agents”. International Journal of Human-Computer Studies (132), pp. 138-161. [ResearchGate Link] [Publisher Link]
  • Feine, J., Morana S., and Maedche A. (2019). “Designing a Chatbot Social Cue Configuration System”. In: Proceedings of the 40th International Conference on Information Systems (ICIS 2019). Munich, Germany.[ResearchGate Link]
  • Diederich, S.; Janßen-Müller, M.; Brendel, A.B.; Morana, S. (2019). “Emulating Empathetic Behavior in Online Service Encounters with Sentiment-Adaptive Responses: Insights from an Experiment with a Conversational Agent”. In: Proceedings of the 40th International Conference on Information Systems (ICIS 2019). Munich, Germany.[ResearchGate Link]
  • Feine, J., Morana, S., and Maedche, A. (2019). “Leveraging Machine-Executable Descriptive Knowledge in Design Science Research – The Case of Designing Socially-Adaptive Chatbots”. In: Extending the Boundaries of Design Science Theory and Practice. Ed. by B. Tulu, S. Djamasbi, G. Leroy. Cham: Springer International Publishing, pp. 76–91. [ResearchGate Link] [Publisher Link]
  • Feine, J., Morana, S., and Gnewuch, U. 2019. “Measuring Service Encounter Satisfaction with Customer Service Chatbots using Sentiment Analysis,” in Proceedings of the 14th International Conference on Wirtschaftsinformatik (WI 2019), Siegen, Germany, February 24–27. [ResearchGate Link] [Publisher Link]
  • Rietz, T., Benke, I. and Maedche, A. 2019. “The Impact of Anthropomorphic and Functional Chatbot Design Features in Enterprise Collaboration Systems on User Acceptance,” in Proceedings of the 14th International Conference on Wirtschaftsinformatik (WI 2019), Siegen, Germany, February 24–27. [ResearchGate Link] [Publisher Link]
  • Gnewuch, U., Heckmann, C., Morana, S., and Maedche, A. 2019. “Designing and Implementing a B2B Chatbot: Insights from a Medium-Sized Service Provider in the Energy Industry,” in Proceedings of the 14th International Conference on Wirtschaftsinformatik (WI 2019). Industry Papers., Siegen, Germany, February 24–27. [Link]

2018

  • Gnewuch, U., Morana, S., Adam, M. T. P., and Maedche, A. 2018. “‘The Chatbot is typing …’ – The Role of Typing Indicators in Human-Chatbot Interaction,” in Proceedings of the 17th Annual Pre-ICIS Workshop on HCI Research in MIS, San Francisco, CA, December 13, 2018. [ResearchGate Link]
  • Gnewuch, U., Morana, S., Adam, M. T. P., and Maedche, A. 2018. “Faster Is Not Always Better: Understanding the Effect of Dynamic Response Delays in Human-Chatbot Interaction,” in Proceedings of the 26th European Conference on Information Systems (ECIS 2018), Portsmouth, United Kingdom. [ResearchGate Link] [Publisher Link]
  • Gnewuch, U., Morana, S., Heckmann, C., and Maedche, A. 2018. “Designing Conversational Agents for Energy Feedback,” in Proceedings of the 13th International Conference on Design Science Research in Information Systems and Technology (DESRIST 2018), Chennai, India. [ResearchGate Link] [Publisher Link]

2017

  • Gnewuch, U., Morana, S., and Maedche, A. 2017. “Towards Designing Cooperative and Social Conversational Agents for Customer Service,” in Proceedings of the 38th International Conference on Information Systems (ICIS 2017), Seoul, South Korea. [ResearchGate Link] [Publisher Link]
  • Morana, S., Friemel, C., Gnewuch, U., Maedche, A., and Pfeiffer, J. 2017. “Interaktion Mit Smarten Systemen — Aktueller Stand Und Zukünftige Entwicklungen Im Bereich Der Nutzerassistenz,” Wirtschaftsinformatik & Management (9:5), pp. 42–51. [ResearchGate Link] [Publisher Link]

Events & Talks

conversations_2019

CONVERSATIONS 2019

Our research group participated at CONVERSATIONS 2019, the 3rd International Workshop On Chatbot Research in Amsterdam, Netherlands. Ulrich Gnewuch and Jasper Feine presented the accepted full paper “Gender Bias in Chatbot Design” and had a great exchange with fellow chatbot researchers from all around Europe.

WI 2019

Our research group participated at International Conference on Wirtschaftsinformatik (WI) 2019 in Siegen, Germany. We presented two papers: “Measuring Service Encounter Satisfaction with Customer Service Chatbots using Sentiment Analysis” and “The Impact of Anthropomorphic and Functional Chatbot Design Features in Enterprise Collaboration Systems on User Acceptance” and Prof. Mädche led a panel discussion on “AI-based Digital Assistants – Opportunities and Risks.

sap_ux_day

SAP UX Day 2019

The Institute of Information Systems and Marketing (IISM) presented contemporary chatbot research at a dedicated booth at the SAP UX Day. The SAP UX Day is organized by SAP once a year and took place on February 19th 2019 at ZKM. The SAP UX Day is an SAP-internal event, selected parterns and customers are invited. The event attracted approx. 800 participants.

eworld2019

E-world energy & water 2019

Together with his industry partner hsag Heidelberger Services AG, Ulrich Gnewuch attended the E-world energy & water 2019 in Essen, Germany, where he showcased our research and findings to product managers and decision makers in the energy industry.

2018

icis2018

ICIS 2018

Our research group attended the International Conference on Information Systems (ICIS 2018) in San Francisco, USA. Ulrich Gnewuch presented our paper on “The Chatbot is typing… – The Role of Typing Indicators in Human-Chatbot Interaction” at the SIG-HCI Workshop and Stefan Morana gave a talk on “AI-Enabled User Assistance: Designing Human-Intelligent System Cooperation”.

ASEW Seminar “Digital Customer Interaction”

As part of a seminar on “Digital Customer Interaction” organized by ASEW, a network for public utility companies in Germany, Ulrich Gnewuch gave a presentation on opportunities and challenges of customer service chatbots for energy companies.

morana ux day

UX Day 2018

The User Experience Day took place on October 11th 2018 in Mannheim and attracted 450 participants. Prof. Maedche was co-organizer of the UX Day . Stefan Morana presented our work in the field of chatbots.

DMEXCO

DMEXCO 2018

At DMEXCO 2018 (Digital Marketing EXposition & COnference) in Cologne, Germany, Jasper Feine presented two chatbots which were developed jointly with sogedes.digital. More information can be found here.

european conference on information systems

ECIS 2018

Stefan Morana and Ulrich Gnewuch attended the European Conference on Information Systems (ECIS 2018) in Portsmouth, UK and presented our paper on “Faster is Not Always Better: Understanding the Effect of Dynamic Response Delays in Human-Chatbot Interaction”.

ux quick n dirty meetup

UX Quick & Dirty Meetup

Ulrich Gnewuch gave a talk on “Designing Social Cues for Conversational Agents” at the UX Quick-and-Dirty Meetup in Karlsruhe, Germany.

2017

international conference on information systems icis 2017

ICIS 2017

Stefan Morana and Ulrich Gnewuch attended the International Conference on Information Systems (ICIS 2017) in Seoul, South Korea and presented our paper on “Towards Designing Cooperative and Social Conversational Agents for Customer Service”.

bemd jahreskongress 2017

BEMD Jahreskongress 2017

Alexander Maedche was the keynote speaker at the BEMD Jahreskongress in Dortmund, Germany. In his keynote, he also presented our research on the design of chatbots to decision makers in the energy industry.

Our Team

ulrich gnewuch

Ulrich
Gnewuch

Research Assistant

stefan morana

Stefan
Morana

Postdoctoral Researcher

Jasper
Feine

Research Assistant

ivo_benke

Ivo
Benke

Research Assistant

alexander maedche

Alexander Maedche

Professor and Head of Research Group

Contact Us

Contact us

Chatbot Research

Karlsruhe Institute of Technology (KIT)
Institute of Information Systems and Marketing (IISM)
Research Group Information Systems and Service Design

Email: info@chatbotresearch.com

Fritz-Erler-Straße 23
76133 Karlsruhe
Germany

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