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ORCID4th CONVERSATIONS 2020: Virtual Event
- Asbjørn Følstad
, Theo B. Araujo, Symeon Papadopoulos, Effie L.-C. Law, Ewa Luger, Morten Goodwin, Petter Bae Brandtzaeg:
Chatbot Research and Design - 4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23-24, 2020, Revised Selected Papers. Lecture Notes in Computer Science 12604, Springer 2021, ISBN 978-3-030-68287-3
Chatbot UX and User Perceptions
- Roberta De Cicco, Susana Cristina Lima da Costa e Silva, Riccardo Palumbo:
Should a Chatbot Disclose Itself? Implications for an Online Conversational Retailer. 3-15 - Christine Liebrecht, Lena Sander, Charlotte van Hooijdonk:
Too Informal? How a Chatbot's Communication Style Affects Brand Attitude and Quality of Interaction. 16-31 - Elayne Ruane, Sinead Farrell, Anthony Ventresque:
User Perception of Text-Based Chatbot Personality. 32-47 - Katrin Etzrodt:
The Ontological Classification of Conversational Agents - An Adaptation of Piaget's Equilibration Theory. 48-63 - Pietro Crovari, Sara Pidò, Franca Garzotto, Stefano Ceri:
Show, Don't Tell. Reflections on the Design of Multi-modal Conversational Interfaces. 64-77
Social and Relational Chatbots
- Emmelyn A. J. Croes, Marjolijn L. Antheunis:
36 Questions to Loving a Chatbot: Are People Willing to Self-disclose to a Chatbot? 81-95 - Marloes M. C. van Wezel, Emmelyn A. J. Croes, Marjolijn L. Antheunis:
"I'm Here for You": Can Social Chatbots Truly Support Their Users? A Literature Review. 96-113 - Christian Löw, Lukas Moshuber, Albert Rafetseder:
Grätzelbot: Social Companion Technology for Community Building among University Freshmen. 114-128
Chatbot Applications
- Sviatlana Höhn, Kerstin Bongard-Blanchy:
Heuristic Evaluation of COVID-19 Chatbots. 131-144 - Lorenz Cuno Klopfenstein, Matteo Di Lorenzi:
Go to Chapter X to Explore Interactive Narrative on Smart Assistants. 145-157 - Fabio Catania, Micol Spitale, Giulia Cosentino, Franca Garzotto:
Conversational Agents to Promote Children's Verbal Communication Skills. 158-172
Chatbots for Customer Service
- Antje Henriette Annette Janssen, Davinia Rodríguez Cardona, Michael H. Breitner:
More than FAQ! Chatbot Taxonomy for Business-to-Business Customer Services. 175-189 - Margot J. van der Goot, Laura Hafkamp, Zoë Dankfort:
Customer Service Chatbots: A Qualitative Interview Study into the Communication Journey of Customers. 190-204 - Knut Kvale, Eleonora Freddi, Stig Hodnebrog, Olav Alexander Sell, Asbjørn Følstad:
Understanding the User Experience of Customer Service Chatbots: What Can We Learn from Customer Satisfaction Surveys? 205-218
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