Organizations invest in AI to improve customer service. But users perceive chat conversations as unnatural and employees struggle with collaborating with AI. In the Smooth Operator project robust conversational AI will be developed as cooperative communication partners that personalize conversations in a human way within several business contexts. We therefore take a multidisciplinary perspective (i.e., technological component of AI development and social effects on users) with a mixed-methods approach (i.e. corpus analysis, machine learning, field experiments). Research will be conducted in the customer service context, where data can be obtained that match the confounding factors, and both employees and customers can be examined.

The project leads to cutting-edge scientific-based algorithms, lexica, guidelines and tailored customers'profiles for designing and implementing effective personalized conversational AI. Furthermore, the knowledge utilization is strongly focused on making employees AI-savvy and optimizes their abilities in a challenging human-AI environment. 

• prof. dr. Hans Hoeken
• Gabriëlla Martijn
• dr. Florian Kunneman

• prof. dr. Hedwig te Molder