Research output per year
Research output per year
Project Details
Description
Organizations invest in AI to improve customer service. But users perceive chat conversations as unnatural and employees struggle with collaborating with AI. In this project personalized AI will be developed based on conversational norms of human communication. Moreover, a teaching package will prepare employees for a robust AI future. The consortium consists of: Utrecht University, OBI4wan, Flow.ai, Exact software, Cliniclowns, Zilveren Kruis, NS, ING, en Conversation Design Institute.
Layman's description
Organisaties investeren in AI om klantcontact te verbeteren. Maar gebruikers vinden chatgesprekken onnatuurlijk en medewerkers worstelen met de samenwerking met AI. In dit project wordt conversationele AI ontwikkeld die principes uit menselijke communicatie in allerlei chat-contexten succesvol toepast. Met een onderwijspakket worden medewerkers bovendien voorbereid op een robuuste AI-toekomst. Het consortium bestaat uit: Universiteit Utrecht, OBI4wan, Flow.ai, Exact software, Cliniclowns, Zilveren Kruis, NS, ING, en Conversation Design Institute.
| Short title | Smooth Operator |
|---|---|
| Status | Active |
| Effective start/end date | 31/03/21 → 31/03/25 |
Keywords
- human computer interaction
- chatbots
- Artificial Intelligence
- computational linguistics
- natural language processing
Fingerprint
Explore the research topics touched on by this project. These labels are generated based on the underlying awards/grants. Together they form a unique fingerprint.
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Analyzing Patterns of Conversational Breakdown in Human-Chatbot Customer Service Conversations
Braggaar, A., Kunneman, F. & van Miltenburg, E., 2024, (Accepted/In press).Research output: Contribution to conference › Paper › Scientific › peer-review
Open Access -
A Framework and Content Analysis of Social Cues in the Introductions of Customer Service Chatbots
van Hooijdonk, C., Martijn, G. & Liebrecht, C., 2023, Chatbot Research and Design. Springer, p. 118-133 16 p.Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review
Open Access -
Conversational repair strategies to cope with errors and breakdowns in customer service chatbot conversations
Braggaar, A., Verhagen, J., Martijn, G. & Liebrecht, C., Nov 2023. 19 p.Research output: Contribution to conference › Paper › Scientific › peer-review
Open AccessFile470 Downloads (Pure)
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Error en repair in klantenservicegesprekken
Braggaar, A. (Speaker) & Martijn, G. (Speaker)
19 Sept 2024Activity: Talk or presentation types › Oral presentation › Professional
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Smooth Operators Festival
Liebrecht, C. (Organiser), van Hooijdonk, C. (Contributor), Braggaar, A. (Contributor), Martijn, G. (Contributor), van Miltenburg, E. (Contributor), Kunneman, F. (Contributor) & Krahmer, E. (Contributor)
31 May 2024Activity: Participating in or organising an event types › Organising a conference › Professional
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Conversational Repair Strategies to Cope with Errors and Breakdowns in Customer Service Chatbot Conversations
Braggaar, A. (Speaker), Verhagen, J. (Speaker), Martijn, G. (Speaker) & Liebrecht, C. (Speaker)
22 Nov 2023Activity: Talk or presentation types › Oral presentation › Scientific
Prizes
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Best Paper Award
van Hooijdonk, C. (Recipient), Martijn, G. (Recipient) & Liebrecht, C. (Recipient), 23 Nov 2022
Prize
File -
Best paper award nominee
Braggaar, A. (Recipient), Verhagen, J. (Recipient), Martijn, G. (Recipient) & Liebrecht, C. (Recipient), 23 Nov 2023
Prize: Other marks of recognition
Press/Media
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Chatbot als helpdeskmedewerker stuurt klant nog te vaak het bos in
9/11/24
1 Media contribution
Press/Media: Expert Comment
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Anouck onderzoekt chatbots: 'Onder de motorkap zie ik soms goede dingen, maar ik zie ook wat er fout gaat'
24/09/24
1 item of Media coverage
Press/Media: Other
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De klantenservice vervangen door een stuntelende chatrobot? Daar zit de klant niet op te wachten
29/03/24
1 Media contribution
Press/Media: Expert Comment