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Towards Designing Cooperative and Social Conversational Agents for Customer Service

Gnewuch, Ulrich; Morana, Stefan; Maedche, Alexander

Abstract (englisch):
The idea of interacting with computers through natural language dates back to the 1960s, but recent technological advances have led to a renewed interest in conversational agents such as chatbots or digital assistants. In the customer service context, conversational agents promise to create a fast, convenient, and cost-effective channel for communicating with customers. Although numerous agents have been implemented in the past, most of them could not meet the expectations and disappeared. In this paper, we present our design science research project on how to design cooperative and social conversational agents to increase service quality in customer service. We discuss several issues that hinder the success of current conversational agents in customer service. Drawing on the cooperative principle of conversation and social response theory, we propose preliminary meta-requirements and design principles for cooperative and social conversational agents. Next, we will develop a prototype based on these design principles.

Zugehörige Institution(en) am KIT Institut für Informationswirtschaft und Marketing (IISM)
Publikationstyp Proceedingsbeitrag
Jahr 2017
Sprache Englisch
Identifikator KITopen ID: 1000077139
Erschienen in Proceedings of the 38th International Conference on Information Systems (ICIS), Seoul, ROK, December 10-13, 2017. Research-in-Progress Papers.
Verlag AISeL, Seoul, ROK
Schlagworte conversational agent chatbot design science research customer service social cue
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