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Title:
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"HAVE A NICE DAY:)": SOCIAL INTERACTIONS WITH CUSTOMER SERVICE CHATBOTS |
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Author(s):
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Stine Ordemann, Marita Skjuve, Asbjørn Følstad and Cato Alexander Bjørkli |
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ISBN:
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978-989-8704-26-9 |
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Editors:
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Piet Kommers and Pedro Isaías |
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Year:
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2021 |
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Edition:
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Single |
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Keywords:
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Customer Service Chatbots, Social Interaction, Dialogue Analysis |
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Type:
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Full |
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First Page:
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53 |
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Last Page:
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61 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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The use of chatbots in customer service is increasingly widespread. Although research investigating how users experience
such chatbots exists, few studies have looked at how users actually interact with customer service chatbots. We lack
knowledge on whether users participate in social interactions similar to what one would expect from a human-human
interaction, or if they display different communication tactics. We carried out a study in which we asked 16 participants to
interact with two customer service chatbots. The dialogues were then analysed to understand whether and how the users
participated in social interaction. The results showed that most of the participants interact with chatbots in ways that
resemble social interaction with humans, using full sentences as opposed to keywords, first and second person pronouns,
and polite remarks. This shows that even highly task-oriented chatbots, such as chatbots for customer service, elicit various
social responses from users and raises the question regarding whether one should design for social interaction with chatbots
for customer service. |
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