Chatbot

The proliferation of hybrid service agents—combinations of artificial intelligence (AI) and human employees behind a single …

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.

Conversational breakdowns often force users to go through frustrating loops of trial and error when trying to get answers from …

Research has shown that employing social cues (e.g., name, human-like avatar) in chatbot design enhances users’ social presence …

Millions of people experience mental health issues each year, increasing the necessity for health-related services. One emerging …

Robo-advisors promise to offer professional financial advice to private households at low cost. However, the automation of financial …

Recent years have seen increased interest in the application of chatbots for conversational commerce. However, many chatbots are …

Conversational agents (CAs) are software-based systems designed to interact with humans using natural language and have attracted …

Chatbots have attracted considerable interest in recent years. A key design challenge to increase their adoption is to make the …

Reducing and shifting energy consumption could contribute significantly to a more sustainable use of energy in households. Studies have …