| Description |
1 online resource (226 pages) |
| Series |
Lecture Notes in Computer Science ; 12604 |
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LNCS sublibrary, SL 3, Information systems and applications, incl. internet/web, and HCI |
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Lecture notes in computer science ; 12604.
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LNCS sublibrary. SL 3, Information systems and applications, incl. Internet/Web, and HCI.
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| Contents |
Chatbot UX and User Perceptions -- Should a Chatbot Disclose Itself? Implications for an Online Conversational Retailer -- Too Informal? How a Chatbot's Communication Style Affects Brand Attitude and Quality of Interaction -- User Perception of Text-Based Chatbot Personality -- The Ontological Classification of Conversational Agents. An Adaptation of Piaget's Equilibration Theory -- Show, Don't Tell. Reflections on the Design of Multi-modal Conversational Interfaces -- Social and Relational Chatbots -- Questions to Loving a Chatbot: Are People Willing to Self-Disclose to a Chatbot -- "I'm Here for You": Can Social Chatbots Truly Support Their Users? A Literature Review -- Grätzelbot: Social Companion Technology for Community Building among University Freshmen -- Chatbot Applications -- Heuristic Evaluation of COVID-19 Chatbots -- Go to Chapter X to Explore Interactive Narrative on Smart Assistants -- Conversational Agents to Promote Children's Verbal Communication Skills -- Chatbots for Customer Service -- More than FAQ! Chatbot Taxonomy for Business-to-Business Customer Services -- Customer Service Chatbots: A Qualitative Interview Study into the Communication Journey of Customers -- Understanding the User Experience of Customer Service Chatbots: What Can We Learn from Customer Satisfaction Surveys |
| Summary |
This book constitutes the proceedings of the 4th International Workshop on Chatbot Research and Design, CONVERSATIONS 2020, which was held during November 23-24, 2020, hosted by the University of Amsterdam. The conference was planned to take place in Amsterdam, The Netherlands, but changed to an online format due to the COVID-19 pandemic. The 14 papers included in this volume were carefully reviewed and selected from a total of 36 submissions. The papers in the proceedings are structured in four topical groups: Chatbot UX and user perceptions, social and relational chatbots, chatbot applications, and chatbots for customer service. The papers provide new knowledge through empirical, theoretical, or design contributions |
| Notes |
Includes author index |
|
Online resource; title from PDF title page (SpringerLink, viewed March 16, 2021) |
| Subject |
Online chat groups -- Congresses
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User interfaces (Computer systems) -- Congresses
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Natural language processing (Computer science) -- Congresses
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Internet -- Congresses
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Internet
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Natural language processing (Computer science)
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Online chat groups
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User interfaces (Computer systems)
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| Genre/Form |
proceedings (reports)
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Conference papers and proceedings
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Conference papers and proceedings.
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Actes de congrès.
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| Form |
Electronic book
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| Author |
Følstad, Asbjørn.
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Araujo, Theo
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Papadopoulos, Symeon.
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Law, Lai-Chong.
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Luger, Ewa
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Goodwin, Morten
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Brandtzaeg, Petter Bae
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| ISBN |
9783030682880 |
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3030682889 |
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