All papers accepted for the workshop are available below. Position papers are available in their final version. Full papers are available as preprints only. Note that authors have been encouraged to update the final versions of their papers following the workshop.
The final authenticated versions of the full papers are available in the Springer book Chatbot Research and Design. 4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23–24, 2020, Revised Selected Papers, at https://doi.org/10.1007/978-3-030-68288-0
CHATBOT UX AND USER PERCEPTIONS
- Should a chatbot disclose itself? Implications for an online conversational retailer (full paper – best paper nominee). Roberta De Cicco, Susana da Costa E Silva and Riccardo Palumbo
- Too Informal? How a Chatbot’s Communication Style Affects Brand Attitude and Quality of Interaction (full paper). Christine Liebrecht, Lena Sander and Charlotte Van Hooijdonk.
- User Perception of Text-Based Chatbot Personality (full paper). Elayne Ruane, Sinead Farrell and Anthony Ventresque.
- The Ontological Classification of Conversational Agents. An Adaptation of Piaget’s Equilibration Theory (full paper). Katrin Etzrodt.
DESIGNING CHATBOTS
- Show, Don’t Tell. Reflections on the Design of Multi-modal Conversational Interfaces (full paper). Pietro Crovari, Sara Pidò, Franca Garzotto and Stefano Ceri.
- Can Visual Elements and Recommendation Explanation Improve Chatbot Usability? A Pilot Study (position paper). Marianna A. S. Siqueira, Barbara C. N. Müller and Tibor Bosse.
- Custom-Made Chatbots. About the Potential of active User-Chatbot-Customization for the User Experience Design (position paper). Rebecca Wald, Evelien Heijselaar and Tibor Bosse.
- Are You Human — Adapting and Evaluating the Bot Interaction Patterns Towards the User Expectation (position paper). Andreas Lommatzsch, Danuta Ploch and Benjamin Kille.
- Knowledge Representation for Chatbot Design (position paper). Enrico Franconi and Sergio Tessaris.
SOCIAL AND RELATIONAL CHATBOTS
- 36 Questions to Loving a Chatbot: Are People Willing to Self-Disclose to a Chatbot? (full paper). Emmelyn A.J. Croes and Marjolijn L. Antheunis.
- “I’m Here for You”: Can Social Chatbots Truly Support Their Users? A Literature Review (full paper). Marloes M. C. van Wezel, Emmelyn A. J. Croes and Marjolijn L. Antheunis.
- Impact of Control Features on Human Autonomy and Trustworthiness of Affective Chatbots (position paper). Ivo Benke, Ulrich Gnewuch and Alexander Mädche.
CHATBOTS IN EDUCATIONAL CONTEXTS
- Conversational Agents to promote Children’s Verbal Communication Skills (full paper). Fabio Catania, Micol Spitale, Giulia Cosentino and Franca Garzotto.
- From Start to Finish: Chatbots Supporting Students through Their Student Journey (position paper). Marita Skjuve.
- Adaptive Conversations for Adaptive Learning: Sustainable Development of Educational Chatbots (position paper). Donya Rooein and Paolo Paolini.
CHATBOT APPLICATIONS
- Heuristic Evaluation of COVID-19 Chatbots (full paper). Sviatlana Höhn and Kerstin Bongard-Blanchy.
- Go to Chapter X to Explore Interactive Narrative on Smart Assistants (full paper). Lorenz Cuno Klopfenstein and Matteo Di Lorenzi.
- Grätzelbot: Social Companion Technology for Community Building among University Freshmen (full paper). Christian Löw, Lukas Moshuber and Albert Rafetseder.
CHATBOTS FOR CUSTOMER SERVICE
- More than FAQ! Chatbot Taxonomy for Business-to-Business Customer Services (full paper – best paper award). Antje Janssen, Davinia Rodríguez Cardona and Michael H. Breitner.
- Customer Service Chatbots: A Qualitative Interview Study into Customers’ Communication Journey (full paper – best paper nominee). Margot van der Goot, Laura Hafkamp and Zoë Dankfort.
- Understanding the User Experience of Customer Service Chatbots: What Can We Learn from Customer Satisfaction Surveys? (full paper). Knut Kvale, Eleonora Freddi, Stig Hodnebrog, Olav Alexander Sell and Asbjørn Følstad.
CONVERSATIONS 2020 