Two exciting days of sharing and collaboration on chatbot research and design. Please see the program for Monday November 23 and Tuesday November 24 below.
All times in CET (Central European Time)
Monday November 23 (0930-1630 CET)
0930-0945. OPENING
- Welcome. Theo Araujo, University of Amsterdam
- Introduction to the day. Asbjørn Følstad, SINTEF.
0945-1100. Session 1 – Chatbot UX and user perceptions
- Should a chatbot disclose itself? Implications for an online conversational retailer (full paper). Roberta de Cicco, Università degli Studi G. d’Annunzio di Chieti-Pescara, Italy.
- Too informal? How a chatbot’s communication style affects brand attitude and quality of interaction (full paper). Christine Liebrecht, Tilburg University, and Charlotte Van Hooijdonk, Utrecht University, the Netherlands.
- User Perception of Text-Based Chatbot Personality (full paper). Elayne Ruane, University College Dublin, Ireland.
- The ontological classification of conversational agents. An adaptation of Piaget’s equilibration theory (full paper). Katrin Etzrodt, Technical University Dresden, Germany.
1100-1115. Coffee break
1115-1230. Session 2 – Designing chatbots
- Show, don’t Tell. Reflections on the Design of Multi-modal Conversational Interfaces (full paper). Pietro Crovari, Politecnico di Milano, Italy.
- Can visual elements and recommendation explanation improve chatbot usability? A pilot study (position paper). Marianna A. S. Siqueira, Radboud University, the Netherlands.
- Custom-Made Chatbots. About the Potential of active User-Chatbot-Customization for the User Experience Design (position paper). Rebecca Wald, University of Amsterdam, the Netherlands.
- Are You Human — Adapting and Evaluating the Bot Interaction Patterns Towards the User Expectation (position paper). Danuta Ploch, TU Berlin, Germany.
- Knowledge Representation for Chatbot Design (position paper). Enrico Franconi, Free University of Bozen–Bolzano, Italy.
1230-1300. Lunch break
1300-1500. Groupwork
Participants may join the collaboration in one of the following groups:
- How to conduct chatbot projects? A procedure model to make scientific results applicable in practice. Organized by Raphael Meyer von Wolff and Sebastian Hobert, University of Goettingen – see details
- Co-creative groupwork: Closing the (social) distance – How can a chatbot support physical shopping in the era of social distancing? Organized by Federica Tazzi, service designer at Assist Digital – see details
- Chatbot ethics – ethical implications of chatbots and ways to address these. Organized by the workshop organizers – see details.
1500-1515. Coffee break
1515-1600. Keynote: Toward conversational interfaces for information search
Q. Vera Liao (IBM Research AI) gives a keynote talk on the opportunities and challenges to support users’ information search with conversational interfaces, drawing from her recent work at IBM Research designing and studying enterprise chatbot systems – read more.
1600-1630. Social event
We round off Day 1 with a simple social gettogether.
Announcement of the candidates for CONVERSATIONS best paper award.
Tuesday November 24 (1000-1700 CET)
1000-1045.Keynote: Enabling Empathic Chatbots
Björn W. Schuller (Imperial College London and University of Augsburg) draws in this key note talk on his own research on voice, text, and dialogue analysis to provide an overview of the state of the art and future opportunities – read more.
1045-1100. Coffee break
1100-1200. Session 3 – 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, Tilburg University, the Netherlands.
- “I’m Here for You”: Can Social Chatbots Truly Support Their Users? A Literature Review (full paper). Marloes M. C. van Wezel, Tilburg University, the Netherlands.
- Impact of Control Features on Human Autonomy and Trustworthiness of Affective Chatbots (position paper). Ivo Benke, Karlsruhe Institute of Technology, Germany.
1200-1230. Lunch break
1230-1330. Session 4 – Chatbots in educational contexts
- Conversational Agents to promote Children’s Verbal Communication Skills (full paper). Fabio Catania, Politecnico di Milano, Italy.
- From start to finish: chatbots supporting students through their student journey (position paper). Marita Skjuve, SINTEF, Norway.
- Adaptive conversations for adaptive learning: sustainable development of educational chatbots (position paper). Donya Rooein, Politecnico di Milano, Italy
1330-1345. Coffee break
1345-1415. Group work – report back
1415-1515. Session 5 – Chatbot applications
- Heuristic Evaluation of COVID-19 Chatbots (full paper). Sviatlana Höhn, University of Luxembourg, Luxembourg.
- Go to chapter X to explore Interactive Narrative on Smart Assistants (full paper). Lorenz Cuno Klopfenstein, University of Urbino Carlo Bo, Italy.
- Grätzelbot: Social Companion Technology for Community Building among University Freshmen (full paper). Christian Löw, University of Vienna, Austria.
1515-1530. Coffee break
1530-1630. Session 6 – Chatbots for customer service
- More than FAQ! Chatbot Taxonomy for Business-to-Business Customer Services (full paper). Antje Janssen, Leibniz Universität Hannover, Germany.
- Customer Service Chatbots: A Qualitative Interview Study into Customers’ Communication Journey (full paper). Margot van der Goot, University of Amsterdam, the Netherlands.
- Understanding the User Experience of Customer Service Chatbots: What Can We Learn from Customer Satisfaction Surveys? (full paper). Knut Kvale and Eleonora Freddi, Telenor Research, Norway.
1630-1700. best paper award and wrap up
Announcement of CONVERSATIONS best paper award.
Summary of workshop. Input and suggestions. Way ahead.
CONVERSATIONS 2020 