LEADER 04350nam 22006375 450 001 9910483616003321 005 20251113182759.0 010 $a3-030-68288-9 024 7 $a10.1007/978-3-030-68288-0 035 $a(CKB)4900000000508879 035 $a(DE-He213)978-3-030-68288-0 035 $a(MiAaPQ)EBC6467852 035 $a(PPN)253858518 035 $a(EXLCZ)994900000000508879 100 $a20210202d2021 u| 0 101 0 $aeng 135 $aurnn|008mamaa 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aChatbot Research and Design $e4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23?24, 2020, Revised Selected Papers /$fedited by Asbjørn Følstad, Theo Araujo, Symeon Papadopoulos, Effie L.-C. Law, Ewa Luger, Morten Goodwin, Petter Bae Brandtzaeg 205 $a1st ed. 2021. 210 1$aCham :$cSpringer International Publishing :$cImprint: Springer,$d2021. 215 $a1 online resource (XII, 219 p. 34 illus., 18 illus. in color.) 225 1 $aInformation Systems and Applications, incl. Internet/Web, and HCI,$x2946-1642 ;$v12604 311 08$a3-030-68287-0 327 $aChatbot 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. 330 $aThis book constitutes the proceedings of the 4th International Workshop on Chatbot Research and Design, CONVERSATIONS 2020, which was held during November 23-24, 2020, hosted by the University of Amsterdam. The conference was planned to take place in Amsterdam, The Netherlands, but changed to an online format due to the COVID-19 pandemic. The 14 papers included in this volume were carefully reviewed and selected from a total of 36 submissions. The papers in the proceedings are structured in four topical groups: Chatbot UX and user perceptions, social and relational chatbots, chatbot applications, and chatbots for customer service. The papers provide new knowledge through empirical, theoretical, or design contributions. 410 0$aInformation Systems and Applications, incl. Internet/Web, and HCI,$x2946-1642 ;$v12604 606 $aNatural language processing (Computer science) 606 $aComputer engineering 606 $aComputer networks 606 $aLogic programming 606 $aComputer science 606 $aNatural Language Processing (NLP) 606 $aComputer Engineering and Networks 606 $aLogic in AI 606 $aTheory of Computation 615 0$aNatural language processing (Computer science) 615 0$aComputer engineering. 615 0$aComputer networks. 615 0$aLogic programming. 615 0$aComputer science. 615 14$aNatural Language Processing (NLP). 615 24$aComputer Engineering and Networks. 615 24$aLogic in AI. 615 24$aTheory of Computation. 676 $a006.35 702 $aFolstad$b Asbjo 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910483616003321 996 $aChatbot Research and Design$93016710 997 $aUNINA