Publicaties
2024
Wetenschappelijke publicaties
Braggaar, A., Verhagen, J., Martijn, G., & Liebrecht, C. (2024). Conversational Repair Strategies to Cope with Errors and Breakdowns in Customer Service Chatbot Conversations. In A. Følstad, T. Araujo, S. Papadopoulos, E. L.-C. Law, E. Luger, M. Goodwin, S. Hobert, & P. B. Brandtzaeg (Eds.), Chatbot Research and Design - 7th International Workshop, CONVERSATIONS 2023, Revised Selected Papers (1 ed., pp. 23-41). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 14524 LNCS). Springer. https://doi.org/10.1007/978-3-031-54975-5_2
https://dspace.library.uu.nl/bitstream/handle/1874/437701/978-3-031-54975-5_2.pdf?sequence=1
https://dspace.library.uu.nl/bitstream/handle/1874/437701/978-3-031-54975-5_2.pdf?sequence=1
2023
Wetenschappelijke publicaties
van Hooijdonk, C., Martijn, G., & Liebrecht, C. (2023). A Framework and Content Analysis of Social Cues in the Introductions of Customer Service Chatbots. In Chatbot Research and Design (pp. 118-133). (Lecture Notes in Computer Science; Vol. 13815). Springer. https://doi.org/10.1007/978-3-031-25581-6_8
https://dspace.library.uu.nl/bitstream/handle/1874/436493/978-3-031-25581-6_8.pdf?sequence=1
https://dspace.library.uu.nl/bitstream/handle/1874/436493/978-3-031-25581-6_8.pdf?sequence=1
Martijn, G., van Hooijdonk, C., Kunneman, F., & Hoeken, H. (2023). Reconfiguring The Customer Service Domain: Perspectives Of Managers, Conversational Designers, And Human Agents On Human-Chatbot Collaboration. International Journal of Innovation and Technology Management, 21(4). https://doi.org/10.1142/S0219877024500287
https://research-portal.uu.nl/ws/files/238953454/Publication.pdf
https://research-portal.uu.nl/ws/files/238953454/Publication.pdf
van Hooijdonk, C., Liebrecht, C., Kamoen, N., & Martijn, G. (2023). User Perceptions, Experiences and Interactions with Municipalities’ Chatbots Differing in Human Likeness and Interaction Design. Paper presented at Conversations 2023, Oslo, Norway.
https://dspace.library.uu.nl/bitstream/handle/1874/436113/conversations_2023_projectpresentation_18_hooijdonk.pdf?sequence=1
https://dspace.library.uu.nl/bitstream/handle/1874/436113/conversations_2023_projectpresentation_18_hooijdonk.pdf?sequence=1
van Hooijdonk, C., Martijn, G., Liebrecht, C., & Loureiro Lopes, A. I. (2023). Social Cues in the Introductions of Customer Service Chatbots: Usage and Users’ Perceptions. Abstract from Etmaal van de Communicatiewetenschap, Enschede, Netherlands.