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 | Finished |
| 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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Evaluating task-oriented dialogue systems: A systematic review of measures, constructs and their operationalisations
Braggaar, A., Liebrecht, C., Van Miltenburg, E. & Krahmer, E., 3 Mar 2026, In: Northern European Journal of Language Technology. 12, 1, 38 p.Research output: Contribution to journal › Review article › peer-review
Open AccessFile4 Downloads (Pure) -
Analyzing Patterns of Conversational Breakdown in Human-Chatbot Customer Service Conversations
Braggaar, A., Kunneman, F. & van Miltenburg, E., 4 Apr 2025, p. 3-22. 20 p.Research output: Contribution to conference › Paper › Scientific › peer-review
Open AccessFile20 Downloads (Pure) -
Measure only what is measurable: Towards conversation requirements for evaluating task-oriented dialogue systems
Van Miltenburg, E., Braggaar, A., Croes, E., Kunneman, F., Liebrecht, C. & Martijn, G., 1 Jul 2025, Proceedings of the Fourth Workshop on Generation, Evaluation and Metrics (GEM²). Dhole, K. & Clinciu, M. (eds.). Vienna, Austria and virtual meeting: Association for Computational Linguistics, p. 231-238 8 p.Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Scientific › peer-review
Open AccessFile6 Downloads (Pure)
Activities
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Van hype naar hulp: hoe AI-chatbots écht waarde toevoegen in klantcontact
Liebrecht, C. (Speaker)
4 Dec 2025Activity: Talk or presentation types › Oral presentation › Professional
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Smooth Operators Festival
Liebrecht, C. (Contributor)
5 Jun 2025Activity: Participating in or organising an event types › Organising a workshop, seminar, course etc. › Professional
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Chatbots van bedrijven falen omdat de mens niet centraal staat
Liebrecht, C. (Speaker)
10 Apr 2025Activity: Talk or presentation types › Oral presentation › Popular
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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Van hype naar strategie: de volwassenwording van de chatbot
Liebrecht, C. & van Hooijdonk, C.
1/04/25
1 Media contribution
Press/Media: Expert Comment
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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