Chatbot Repair Strategies

It is difficult to completely avoid conversational breakdowns in customer–chatbot interaction, resulting in frustrated and dissatisfied customers. To address this problem, we design and evaluate more effective repair strategies (e.g., human employee involvement, more specific repair messages) and test their impact in the field with real customers.

Selected publications:

• More than a Bot? The Impact of Disclosing Human Involvement on Customer Interactions with Hybrid Service Agents

  Ulrich Gnewuch, Stefan Morana, Oliver Hinz, Ralf Kellner, Alexander Maedche

  DOI Publisher Link
• Designing Effective Conversational Repair Strategies for Chatbots

  Fabian Reinkemeier, Ulrich Gnewuch

  Publisher Link ResearchGate Link
• Hybride Mensch-KI Service-Agenten

  Ulrich Gnewuch, Alexander Maedche

  DOI Publisher Link ResearchGate Link