04350nam 22006375 450 991048361600332120251113182759.03-030-68288-910.1007/978-3-030-68288-0(CKB)4900000000508879(DE-He213)978-3-030-68288-0(MiAaPQ)EBC6467852(PPN)253858518(EXLCZ)99490000000050887920210202d2021 u| 0engurnn|008mamaatxtrdacontentcrdamediacrrdacarrierChatbot Research and Design 4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23–24, 2020, Revised Selected Papers /edited by Asbjørn Følstad, Theo Araujo, Symeon Papadopoulos, Effie L.-C. Law, Ewa Luger, Morten Goodwin, Petter Bae Brandtzaeg1st ed. 2021.Cham :Springer International Publishing :Imprint: Springer,2021.1 online resource (XII, 219 p. 34 illus., 18 illus. in color.) Information Systems and Applications, incl. Internet/Web, and HCI,2946-1642 ;126043-030-68287-0 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 CustomerService -- 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.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.Information Systems and Applications, incl. Internet/Web, and HCI,2946-1642 ;12604Natural language processing (Computer science)Computer engineeringComputer networksLogic programmingComputer scienceNatural Language Processing (NLP)Computer Engineering and NetworksLogic in AITheory of ComputationNatural language processing (Computer science)Computer engineering.Computer networks.Logic programming.Computer science.Natural Language Processing (NLP).Computer Engineering and Networks.Logic in AI.Theory of Computation.006.35Folstad AsbjoMiAaPQMiAaPQMiAaPQBOOK9910483616003321Chatbot Research and Design3016710UNINA