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Chatbot Research and Design

4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23–24, 2020, Revised Selected Papers

  • Conference proceedings
  • © 2021

Overview

Editors:
  1. Asbjørn Følstad

    1. SINTEF, Oslo, Norway

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  2. Theo Araujo

    1. University of Amsterdam, Amsterdam, The Netherlands

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  3. Symeon Papadopoulos

    1. CERTH-ITI, Thessaloniki, Greece

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  4. Effie L.-C. Law

    1. University of Leicester, Leicester, UK

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  5. Ewa Luger

    1. University of Edinburgh, Edinburgh, UK

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  6. Morten Goodwin

    1. University of Agder, Grimstad, Norway

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  7. Petter Bae Brandtzaeg

    1. University of Oslo, Oslo, Norway

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Part of the book series: Lecture Notes in Computer Science (LNCS, volume 12604)

Part of the book sub series: Information Systems and Applications, incl. Internet/Web, and HCI (LNISA)

Included in the following conference series:

Conference proceedings info: CONVERSATIONS 2020.

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Table of contents (14 papers)

  1. Front Matter

    Pages i-xii
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  2. Chatbot UX and User Perceptions

    1. Front Matter

      Pages 1-1
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    2. Should a Chatbot Disclose Itself? Implications for an Online Conversational Retailer

      • Roberta De Cicco, Susana Cristina Lima da Costa e Silva, Riccardo Palumbo
      Pages 3-15

    3. Too Informal? How a Chatbot’s Communication Style Affects Brand Attitude and Quality of Interaction

      • Christine Liebrecht, Lena Sander, Charlotte van Hooijdonk
      Pages 16-31

    4. User Perception of Text-Based Chatbot Personality

      • Elayne Ruane, Sinead Farrell, Anthony Ventresque
      Pages 32-47

    5. The Ontological Classification of Conversational Agents

      • Katrin Etzrodt
      Pages 48-63

    6. Show, Don’t Tell. Reflections on the Design of Multi-modal Conversational Interfaces

      • Pietro Crovari, Sara Pidó, Franca Garzotto, Stefano Ceri
      Pages 64-77

  3. Social and Relational Chatbots

    1. Front Matter

      Pages 79-79
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    2. 36 Questions to Loving a Chatbot: Are People Willing to Self-disclose to a Chatbot?

      • Emmelyn A. J. Croes, Marjolijn L. Antheunis
      Pages 81-95

    3. “I’m Here for You”: Can Social Chatbots Truly Support Their Users? A Literature Review

      • Marloes M. C. van Wezel, Emmelyn A. J. Croes, Marjolijn L. Antheunis
      Pages 96-113

    4. Grätzelbot: Social Companion Technology for Community Building among University Freshmen

      • Christian Löw, Lukas Moshuber, Albert Rafetseder
      Pages 114-128

  4. Chatbot Applications

    1. Front Matter

      Pages 129-129
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    2. Heuristic Evaluation of COVID-19 Chatbots

      • Sviatlana Höhn, Kerstin Bongard-Blanchy
      Pages 131-144

    3. Go to Chapter X to Explore Interactive Narrative on Smart Assistants

      • Lorenz Cuno Klopfenstein, Matteo Di Lorenzi
      Pages 145-157

    4. Conversational Agents to Promote Children’s Verbal Communication Skills

      • Fabio Catania, Micol Spitale, Giulia Cosentino, Franca Garzotto
      Pages 158-172

  5. Chatbots for Customer Service

    1. Front Matter

      Pages 173-173
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    2. More than FAQ! Chatbot Taxonomy for Business-to-Business Customer Services

      • Antje Janssen, Davinia Rodríguez Cardona, Michael H. Breitner
      Pages 175-189

    3. Customer Service Chatbots: A Qualitative Interview Study into the Communication Journey of Customers

      • Margot J. van der Goot, Laura Hafkamp, Zoë Dankfort
      Pages 190-204

    4. Understanding the User Experience of Customer Service Chatbots: What Can We Learn from Customer Satisfaction Surveys?

      • Knut Kvale, Eleonora Freddi, Stig Hodnebrog, Olav Alexander Sell, Asbjørn Følstad
      Pages 205-218

  6. Back Matter

    Pages 219-219
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Other volumes

  1. Chatbot Research and Design

Keywords

About this book

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.

Editors and Affiliations

  • SINTEF, Oslo, Norway

    Asbjørn Følstad

  • University of Amsterdam, Amsterdam, The Netherlands

    Theo Araujo

  • CERTH-ITI, Thessaloniki, Greece

    Symeon Papadopoulos

  • University of Leicester, Leicester, UK

    Effie L.-C. Law

  • University of Edinburgh, Edinburgh, UK

    Ewa Luger

  • University of Agder, Grimstad, Norway

    Morten Goodwin

  • University of Oslo, Oslo, Norway

    Petter Bae Brandtzaeg

Bibliographic Information

  • Book Title: Chatbot Research and Design

  • Book Subtitle: 4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23–24, 2020, Revised Selected Papers

  • Editors: Asbjørn Følstad, Theo Araujo, Symeon Papadopoulos, Effie L.-C. Law, Ewa Luger, Morten Goodwin, Petter Bae Brandtzaeg

  • Series Title: Lecture Notes in Computer Science

  • DOI: https://doi.org/10.1007/978-3-030-68288-0

  • Publisher: Springer Cham

  • eBook Packages: Computer Science, Computer Science (R0)

  • Copyright Information: Springer Nature Switzerland AG 2021

  • Softcover ISBN: 978-3-030-68287-3Published: 03 February 2021

  • eBook ISBN: 978-3-030-68288-0Published: 02 February 2021

  • Series ISSN: 0302-9743

  • Series E-ISSN: 1611-3349

  • Edition Number: 1

  • Number of Pages: XII, 219

  • Number of Illustrations: 16 b/w illustrations, 18 illustrations in colour

  • Topics: Natural Language Processing (NLP), Information Systems and Communication Service, Logic in AI, Theory of Computation

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