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More than a Bot? The Impact of Disclosing Human Involvement on Customer Interactions with Hybrid Service Agents
The proliferation of hybrid service agents—combinations of artificial intelligence (AI) and human employees behind a single …
Ulrich Gnewuch
,
Stefan Morana
,
Oliver Hinz
,
Ralf Kellner
,
Alexander Maedche
DOI
Publisher Link
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.
Designing Effective Conversational Repair Strategies for Chatbots
Conversational breakdowns often force users to go through frustrating loops of trial and error when trying to get answers from …
Fabian Reinkemeier
,
Ulrich Gnewuch
Publisher Link
ResearchGate Link
Opposing Effects of Response Time in Human–Chatbot Interaction
Research has shown that employing social cues (e.g., name, human-like avatar) in chatbot design enhances users’ social presence …
Ulrich Gnewuch
,
Stefan Morana
,
Marc T. P. Adam
,
Alexander Maedche
DOI
Publisher Link
ResearchGate Link
Designing Personality-Adaptive Conversational Agents for Mental Health Care
Millions of people experience mental health issues each year, increasing the necessity for health-related services. One emerging …
Rangina Ahmad
,
Dominik Siemon
,
Ulrich Gnewuch
,
Susanne Robra-Bissantz
DOI
Publisher Link
ResearchGate Link
The Effect of Anthropomorphism on Investment Decision-Making with Robo-Advisor Chatbots
Robo-advisors promise to offer professional financial advice to private households at low cost. However, the automation of financial …
Stefan Morana
,
Ulrich Gnewuch
,
Dominik Jung
,
Carsten Granig
The Effect of Perceived Similarity in Dominance on Customer Self-Disclosure To Chatbots in Conversational Commerce
Recent years have seen increased interest in the application of chatbots for conversational commerce. However, many chatbots are …
Ulrich Gnewuch
,
Yu Meng
,
Alexander Maedche
Publisher Link
ResearchGate Link
A Taxonomy of Social Cues for Conversational Agents
Conversational agents (CAs) are software-based systems designed to interact with humans using natural language and have attracted …
Jasper Feine
,
Ulrich Gnewuch
,
Stefan Morana
,
Alexander Maedche
DOI
Publisher Link
ResearchGate Link
"The Chatbot is typing …" - The Role of Typing Indicators in Human-Chatbot Interaction
Chatbots have attracted considerable interest in recent years. A key design challenge to increase their adoption is to make the …
Ulrich Gnewuch
,
Stefan Morana
,
Marc T. P. Adam
,
Alexander Maedche
Designing Conversational Agents for Energy Feedback
Reducing and shifting energy consumption could contribute significantly to a more sustainable use of energy in households. Studies have …
Ulrich Gnewuch
,
Stefan Morana
,
Carl Heckmann
,
Alexander Maedche
DOI
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