Conversational Agents to Suppress Customer Anger in Text-based Customer-support Conversations

Kuramoto, Itaru; Baba, Jun; Ogawa, Kazuhiko; Yoshikawa, Yuichiro; Kawabata, Takayuki; Ishiguro, Hiroshi

doi:10.1145/3284432.3284457

Cited by 6 publications

(8 citation statements)

References 7 publications

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“…A chatbot's design is also influenced by the role it plays on a website. As Shimazu (2002) and Kuramoto et al (2018) observed, a chatbot's conversational strategy is heavily influenced by the roles the chatbot plays and by the task that it is meant to perform. A commercial chatbot that sends sponsored messages from Facebook must be more useful than intrusive to customers (Broeck, Zarouali, and Poels 2019), whereas a chatbot designed for persuasion or negotiation must increase the customer's willingness to pay (Huang and Lin 2007).…”

Section: Morphological Analysis Frameworkmentioning

confidence: 99%

“…They found that users perceived the highest levels of contingency in situations where a live human agent was present and the interaction history was high; the next-highest levels were found in situations where a chatbot was present. In addition, the literature has explored two dialogue design cues that are relevant to service failure: dialogue design for anger suppression (Kuramoto et al 2018) and for dialogue failure (Jain et al 2018). As service failures are inevitable, the mitigation of their effects through the use of appropriate dialogues is an interesting area for further exploration.…”

Section: Morphological Analysis Frameworkmentioning

confidence: 99%

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Chatbots in Marketing: A Literature Review Using Morphological and Co-Occurrence Analyses

Ramesh¹,

Chawla²

2022

Journal of Interactive Marketing

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Chatbots have become common in marketing-related applications, providing 24/7 service, engaging customers in humanlike conversation, and reducing employee workload in handling customer calls. However, the academic literature on the use of chatbots in marketing remains sparse and scattered across disciplines. The present study combines morphological analysis and co-occurrence analysis to bring structure to this area and to identify relevant research gaps. Morphological analysis divides a problem into pertinent and clearly distinguishable components, namely dimensions (at an abstract level) and variants (at a concrete level). A Zwicky box (a cross-variant matrix of dimensions) is then constructed to identify future research opportunities. Here, the authors obtain 11 dimensions and 264 variants. To eliminate inconsistent configurations (i.e., combinations of variants across dimensions), they perform a cross-consistency assessment and identify potential research gaps. To increase objectivity in the selection of relevant gaps, the authors use VOSviewer software to conduct a co-occurrence analysis of the variants.

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Section: Morphological Analysis Frameworkmentioning

confidence: 99%

Section: Morphological Analysis Frameworkmentioning

confidence: 99%

Chatbots in Marketing: A Literature Review Using Morphological and Co-Occurrence Analyses

Ramesh¹,

Chawla²

2022

Journal of Interactive Marketing

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“…To account for socio-emotional aspects, CAs can positively affect members' motivation levels by encouraging them to reflect on and approving contributions [47][48][49][50]. In addition, CAs can assist to resolve conflicts by detecting anger and establishing sympathy between two actors [54]. Regarding relationship-related emergent states, CAs are capable of increasing human team member's emotional engagement by being empathic and personal [59].…”

Section: Discussion and Future Researchmentioning

confidence: 99%

“…In accordance to their role, these CAs behave and communicate in the manner of an autonomous team member and are capable of coordinating actions, specifying goals with a human member and monitoring task progress [51][52][53]. Furthermore, the CAs are capable of proactively managing conflicts and creating shared mental models [54,55]. Lastly, six studies investigated CAs in the role of an expert, which act predominately reactive.…”

Section: Instantiated Casmentioning

confidence: 99%

“…In the same way, the CA developed by Trinh et al [50] utilizes a conversation strategy to induce motivation by animating users to reconsider their work. Lastly, Kuramoto et al [54] developed a CA, which is capable of managing conflicts during triangular chat interactions with an employee and a customer. By establishing sympathy with an angry customer, the CA suppresses an anger-filled atmosphere.…”

Section: Instantiated Casmentioning

confidence: 99%

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Hybrid Teamwork: Consideration of Teamwork Concepts to Reach Naturalistic Interaction between Humans and Conversational Agents

Poser¹,

Bittner²

2020

WI2020 Zentrale Tracks

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Hybrid teamwork between humans and conversational agents (CA) is a promising approach to augment humans' thinking and problem solving during task work. To realize a natural interaction, it is inevitable to consider research insights from human-centric disciplines for the design of CAs, as human team members have underlying assumptions regarding team work that need to be addressed to achieve valuable outcomes in hybrid teamwork settings. In this paper, we conducted a systematic literature review to consolidate past research on considered teamwork-specific psychological concepts for the design of CAs. The in-depth analysis of 19 publications demonstrates that, both, studies with a conceptual focus and CA instantiations, are primarily concerned with taskrelated teamwork concepts, while mostly disregarding relationship-related concepts. The results are discussed and implications for future research are identified.

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A critical review of state‐of‐the‐art chatbot designs and applications

Luo

Lau

et al. 2021

WIREs Data Min & Knowl

129

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Chatbots are intelligent conversational agents that can interact with users through natural languages. As chatbots can perform a variety of tasks, many companies have committed numerous resources to develop and deploy chatbots to enhance various business processes. However, we lack an up‐to‐date critical review that thoroughly examines both state‐of‐the‐art technologies and innovative applications of chatbots. In this review, we not only critically analyze the various computational approaches used to develop state‐of‐the‐art chatbots, but also thoroughly review the usability and applications of chatbots for various business sectors. We also identify gaps in chatbot‐related studies and propose new research directions to address the shortcomings of existing studies and applications. Our review advances both academic research and practical business applications of state‐of‐the‐art chatbots. We provide guidance for practitioners to fully realize the business value of chatbots and assist in making sensible decisions related to the development and deployment of chatbots in various business contexts. Researchers interested in the design and development of chatbots can also gain useful insights from our critical review and identify fruitful research topics and future research directions based on the research gaps discussed herein. This article is categorized under: Technologies > Machine Learning Application Areas > Business and Industry

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Conversational Agents to Suppress Customer Anger in Text-based Customer-support Conversations

Cited by 6 publications

References 7 publications

Chatbots in Marketing: A Literature Review Using Morphological and Co-Occurrence Analyses

Chatbots in Marketing: A Literature Review Using Morphological and Co-Occurrence Analyses

Hybrid Teamwork: Consideration of Teamwork Concepts to Reach Naturalistic Interaction between Humans and Conversational Agents

A critical review of state‐of‐the‐art chatbot designs and applications

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