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Designing a Conversation Mining System for Customer Service Chatbots
As chatbots are gaining popularity in customer service, it is critically important for companies to continuously analyze and improve …
Daniel Schloß, Juan David Gutierrez Espitia, Ulrich Gnewuch
ResearchGate Link
Can Humanizing Voice Assistants Unleash the Potential of Voice Commerce?
Voice commerce allows customers to carry out sales dialogues with voice assistants (VAs) through natural spoken language. However, its …
Fabian Reinkemeier, Ulrich Gnewuch, Waldemar Toporowski
Publisher Link ResearchGate Link
Exploring User Experience with a Conversational Agent to Treat Depression in Youth: A Think-Aloud Study
Conversational agents are a promising digital health intervention that can mitigate help-seeking barriers for youth with depression to …
Florian Onur Kuhlmeier, Ulrich Gnewuch, Luise Bauch, Lilli Feline Metelmann, Stefan Lüttke
Publisher Link ResearchGate Link
Knowledge Broker Bots in Enterprise Social Media: An Exploratory Study
Enterprise social media (ESM) platforms are a central hub for team collaboration. While they can effectively facilitate communication …
Ulrich Gnewuch, Wietske Van Osch, Constantinos K. Coursaris
Publisher Link ResearchGate Link
The Impact of Conversational Assistance on the Effective Use of Forecasting Support Systems: A Framed Field Experiment
Forecasting support systems (FSSs) support demand planners in important forecasting decisions by offering statistical forecasts. …
Saskia Haug, Marcel Ruoff, Ulrich Gnewuch
Publisher Link ResearchGate Link
Towards Designing a Conversation Mining System for Customer Service Chatbots
Chatbots are increasingly used to provide customer service. However, despite technological advances, customer service chatbots …
Daniel Schloß, Ulrich Gnewuch, Alexander Maedche
Publisher Link ResearchGate Link
Conversation Mining for Customer Service Chatbots
More and more companies are using chatbots in customer service. The large number of chatbots and their interactions with customers …
Daniel Schloß, Ulrich Gnewuch
Publisher Link ResearchGate Link
BotOrNot: A Platform for Conducting Experiments with Undisclosed Chat Agents
Chatbots are omnipresent in today’s online environments in work and private life. While early chatbots were easy to identify, …
Leon Hanschmann, Ulrich Gnewuch, Alexander Maedche
DOI URL
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
Match or Mismatch? How Matching Personality and Gender between Voice Assistants and Users Affects Trust in Voice Commerce
Despite the ubiquity of voice assistants (VAs), they see limited adoption in the form of voice commerce, an online sales channel using …
Fabian Reinkemeier, Ulrich Gnewuch