Ulrich Gnewuch

Dr. Ulrich Gnewuch

  • Karlsruhe Institute of Technology (KIT)
    Institute of Information Systems and Marketing (IISM)
    Kaiserstraße 93
    76133 Karlsruhe

     

Research Interests

  • AI-based process automation and augmentation (e.g., conversational AI, chatbots, large language models (LLMs), robotic process automation; see https://chatbotresearch.org/)
  • Interactive business intelligence & analytics systems (e.g., dashboards, data platforms, forecasting support systems)
  • Methodological aspects of design science research (e.g., software artifact reviews, design principles)

Short CV

Since 07/2020 Postdoctoral Researcher and Research Group Lead for AI-based Processes in Work & Life and Interactive Business Intelligence & Analytics Systems at the Institute of Informations Systems and Marketing (IISM)
03/2022 - 06/2022

Visiting Researcher at HEC Montréal
(Hosts: Wietske Van Osch, Constantinos K. Coursaris)
02/2017 - 06/2020 Doctoral Researcher at the Institute of Informations Systems and Marketing (IISM)
02/2017 - 12/2019 Product Manager at hsag Heidelberger Services AG
2011 - 2017 B. Sc. & M. Sc. Business Informatics at University of Mannheim and Michigan State University

Internships and work experience at HeidelbergCement AG, DENTSPLY Implants and Webmans UG

Selected Publications

  • Gnewuch, U., Morana, S., Hinz, O., Kellner, R., Maedche, A. (2023). "More than a Bot? The Impact of Disclosing Human Involvement on Customer Interactions with Hybrid Service Agents". Information Systems Research (forthcoming). [LINK]
  • Ruoff, M., Gnewuch, U., Maedche, A, Scheibehenne, B. (2023). "Designing Conversational Dashboards for Effective Use in Crisis Response". Journal of the Association for Information Systems (forthcoming). [LINK]
  • Gnewuch, U., Morana, S., Adam, M. T. P., Maedche, A. (2022). "Opposing Effects of Response Time in Human-Chatbot Interaction: The Moderating Role of Prior Experience," Business & Information Systems Engineering, 64, 773–791. [LINK]

Publications


Journal Articles
2023
Gnewuch, U.; Morana, S.; Hinz, O.; Kellner, R.; Maedche, A. (2023). More Than a Bot? The Impact of Disclosing Human Involvement on Customer Interactions with Hybrid Service Agents. Information Systems Research. doi:10.1287/isre.2022.0152
Ruoff, M.; Gnewuch, U.; Mädche, A.; Scheibehenne, B. (2023). Designing Conversational Dashboards for Effective Use in Crisis Response. Journal of the Association for Information Systems, 24 (6), 1500–1526. doi:10.17705/1jais.00801
2022
Benke, I.; Gnewuch, U.; Maedche, A. (2022). Understanding the impact of control levels over emotion-aware chatbots. Computers in human behavior, 129, Art.-Nr.: 107122. doi:10.1016/j.chb.2021.107122
Gnewuch, U.; Ruoff, M.; Peukert, C.; Maedche, A. (2022). Multiexperience. Business & Information Systems Engineering, 64 (6), 813–823. doi:10.1007/s12599-022-00766-8
Gnewuch, U.; Morana, S.; Adam, M. T. P.; Maedche, A. (2022). Opposing Effects of Response Time in Human–Chatbot Interaction: The Moderating Role of Prior Experience. Business & Information Systems Engineering, 64, 773–791. doi:10.1007/s12599-022-00755-x
Ahmad, R.; Siemon, D.; Gnewuch, U.; Robra-Bissantz, S. (2022). Designing Personality-Adaptive Conversational Agents for Mental Health Care. Information Systems Frontiers, 24, 923–943. doi:10.1007/s10796-022-10254-9
2019
Feine, J.; Gnewuch, U.; Morana, S.; Maedche, A. (2019). A Taxonomy of Social Cues for Conversational Agents. International journal of human - computer studies, 132, 138–161. doi:10.1016/j.ijhcs.2019.07.009
2017
Morana, S.; Friemel, C.; Gnewuch, U.; Maedche, A.; Pfeiffer, J. (2017). Interaktion mit smarten Systemen : Aktueller Stand und zukünftige Entwicklungen im Bereich der Nutzerassistenz. Wirtschaftsinformatik & Management, 9 (5), 42–51. doi:10.1007/s35764-017-0101-7
Conference Papers
2024
Hanschmann, L.; Gnewuch, U.; Maedche, A. (2024). Saleshat: A LLM-Based Social Robot for Human-Like Sales Conversations. Chatbot Research and Design : 7th International Workshop, CONVERSATIONS 2023, Oslo, Norway, November 22–23, 2023. Ed.: A. Følstad, 61–76, Springer Nature Switzerland. doi:10.1007/978-3-031-54975-5_4
2023
Braun, M.; Greve, M.; Gnewuch, U. (2023). The New Dream Team? A Review of Human-AI Collaboration Research From a Human Teamwork Perspective. Rising like a Phoenix: Emerging from the Pandemic and Reshaping Human Endeavors with Digital Technologies ICIS 2023. Ed.: R. De’, AIS eLibrary (AISeL).
Schloß, D.; Gnewuch, U.; Mädche, A. (2023). Towards Designing a NLU Model Improvement System for Customer Service Chatbots. 18th International Conference on Wirtschaftsinformatik, September 2023, Paderborn, Germany, AIS eLibrary (AISeL).
Schloß, D.; Espitia, J. D. G.; Gnewuch, U. (2023). Designing a Conversation Mining System for Customer Service Chatbots. ECIS 2023 Proceedings, AIS eLibrary (AISeL).
2022
Schloß, D.; Gnewuch, U.; Mädche, A. (2022). Towards Designing a Conversation Mining System for Customer Service Chatbots. ICIS 2022 Proceedings. Bd.: 1, AIS eLibrary (AISeL).
Haug, S.; Ruoff, M.; Gnewuch, U. (2022). The Impact of Conversational Assistance on the Effective Use of Forecasting Support Systems: A Framed Field Experiment : Short Paper. ICIS 2022 Proceedings. Vol.: 2, 1–9, AIS eLibrary (AISeL).
Reinkemeier, F.; Gnewuch, U. (2022). Match or Mismatch? How Matching Personality and Gender between Voice Assistants and Users Affects Trust in Voice Commerce. Proceedings of the 55th Hawaii International Conference on System Sciences (HICSS 2022), 4326–4335.
Ahmad, R.; Siemon, D.; Gnewuch, U.; Robra-Bissantz, S. (2022). A Framework of Personality Cues for Conversational Agents. Proceedings of the 55th Hawaii International Conference on System Sciences, January 3-7, 2022. Ed.: T. Bui, 4286–4295.
Schloß, D.; Gnewuch, U. (2022). Conversation Mining for Customer Service Chatbots. 6th International Workshop, CONVERSATIONS 2022, Amsterdam, The Netherlands, November 22–23, 2022.
Reinkemeier, F.; Gnewuch, U.; Toporowski, W. (2022). Can Humanizing Voice Assistants Unleash the Potential of Voice Commerce?. Proceedings of the 43rd International Conference on Information Systems.
Hanschmann, L.; Gnewuch, U.; Mädche, A. (2022). BotOrNot: A Platform for Conducting Experiments with Undisclosed Chat Agents. Mensch und Computer 2022 - Tagungsband. Ed.: B. Pfleging, 495–500, Association for Computing Machinery (ACM). doi:10.1145/3543758.3547517
Kuhlmeier, F. O.; Gnewuch, U.; Lüttke, S.; Brakemeier, E.-L.; Mädche, A. (2022). A Personalized Conversational Agent to Treat Depression in Youth and Young Adults – A Transdisciplinary Design Science Research Project. The Transdisciplinary Reach of Design Science Research – 17th International Conference on Design Science Research in Information Systems and Technology, DESRIST 2022, St Petersburg, FL, USA, June 1–3, 2022, Proceedings. Ed.: A. Drechsler, 30–41, Springer International Publishing. doi:10.1007/978-3-031-06516-3_3
Gnewuch, U.; Mädche, A. (2022). Toward a Method for Reviewing Software Artifacts from Practice. The Transdisciplinary Reach of Design Science Research – 17th International Conference on Design Science Research in Information Systems and Technology, DESRIST 2022, St Petersburg, FL, USA, June 1–3, 2022, Proceedings. Ed.: A. Drechsler, 337–350, Springer International Publishing. doi:10.1007/978-3-031-06516-3_25
Reinkemeier, F.; Gnewuch, U. (2022). Designing Effective Conversational Repair Strategies for Chatbots. Proceedings of the 30th European Conference on Information Systems (ECIS 2022).
2021
Seiffer, A.; Gnewuch, U.; Mädche, A. (2021). Understanding Employee Responses to Software Robots: A Systematic Literature Review. ICIS 2021 Proceedings, Austin, TX, Dec. 12-15, 2021, Paper No. 1358, AIS eLibrary (AISeL).
Ruoff, M.; Gnewuch, U. (2021). Designing Conversational Dashboards for Effective Use in Crisis Response. ECIS 2021 Proceedings - European Conference on Information Systems. Human Values Crisis in a Digitizing World, Article no: 1698, Association for Information Systems (AIS).
Ruoff, M.; Gnewuch, U. (2021). Designing Multimodal BI&A Systems for Co-Located Team Interactions. ECIS 2021 Proceedings - European Conference on Information Systems. Human Values Crisis in a Digitizing World, Article no: 1610, Association for Information Systems (AIS).
Ahmad, R.; Siemon, D.; Gnewuch, U.; Robra-Bissantz, S. (2021). The Benefits and Caveats of Personality-Adaptive Conversational Agents in Mental Health Care. Proceedings of the 27th Americas Conference on Information Systems - Digital Innovation and Entrepreneurship, Virtual Conference, August 9-13, 2021 (AMCIS 2021), AIS eLibrary (AISeL).
2020
Ruoff, M.; Gnewuch, U.; Alexander Maedche. (2020). Designing Multimodal BI&A Systems for Face-to-Face Team Interactions. HCI/MIS Workshop 2020 – The 19th Annual Pre-ICIS Workshop on HCI Research in MIS, December 12, 2020, (One-Day Online Workshop), AIS eLibrary (AISeL).
Morana, S.; Gnewuch, U.; Jung, D.; Granig, C. (2020). The Effect of Anthropomorphism on Investment Decision-Making with Robo-Advisor Chatbots. Proceedings of the 28th European Conference on Information Systems (ECIS 2020), AIS eLibrary (AISeL).
Gnewuch, U.; Yu, M.; Maedche, A. (2020). The Effect of Perceived Similarity in Dominance on Customer Self-Disclosure to Chatbots in Conversational Commerce. Proceedings of the 28th European Conference on Information Systems (ECIS 2020), AIS eLibrary (AISeL).
2019
Gnewuch, U.; Morana, S.; Adam, M. T. P.; Maedche, A. (2019). The Impact of Chatbot Response Time on Human-Chatbot Interaction: Novice versus Experienced Users [in press]. JAIS Theory Development Workshop.
Feine, J.; Gnewuch, U.; Morana, S.; Maedche, A. (2019). Gender Bias in Chatbot Design. Chatbot Research and Design: Third International Workshop, CONVERSATIONS 2019, Amsterdam, The Netherlands, November 19-20, 2019, Revised Selected Papers. Ed.: A. Følstad, 79–93, Springer. doi:10.1007/978-3-030-39540-7_6
Gnewuch, U.; Heckmann, C.; Morana, S.; Maedche, A. (2019). Designing and Implementing a B2B Chatbot: Insights from a Medium-Sized Service Provider in the Energy Industry. Human practice, digital ecologies, our future : 14. Internationale Tagung Wirtschaftsinformatik (WI 2019), Siegen, 23.02. - 27.02.2019. Ed.: L. Thomas, Universität Siegen.
Feine, J.; Morana, S.; Gnewuch, U. (2019). Measuring Service Encounter Satisfaction with Customer Service Chatbots using Sentiment Analysis. 14. Internationale Tagung Wirtschaftsinformatik (WI2019), 1115–1129.
2018
Gnewuch, U.; Morana, S.; Adam, M. T. P.; Maedche, A. (2018). “The Chatbot is typing …” – The Role of Typing Indicators in Human-Chatbot Interaction. Proceedings of the 17th Annual Pre-ICIS Workshop on HCI Research in MIS, San Francisco, CA, USA, December 13th , 2018.
Gnewuch, U.; Morana, S.; Adam, M. T. P.; Maedche, A. (2018). Faster Is Not Always Better: Understanding the Effect of Dynamic Response Delays in Human-Chatbot Interaction. 26th European Conference on Information Systems: Beyond Digitization - Facets of Socio-Technical Change, ECIS 2018, Portsmouth, UK, June 23-28, 2018. Ed.: U. Frank, Code 143975.
Gnewuch, U.; Morana, S.; Heckmann, C.; Maedche, A. (2018). Designing Conversational Agents for Energy Feedback. Designing for a Digital and Globalized World: 13th International Conference, Proceedings, DESRIST 2018, Chennai, India, June 3-6, 2018. Ed.: S. Chatterjee, 18–33, Springer International Publishing. doi:10.1007/978-3-319-91800-6_2
2017
Bergmann, N.; Schacht, S.; Gnewuch, U.; Maedche, A. (2017). Understanding the Influence of Personality Traits on Gamification: The Role of Avatars in Energy Saving Tasks. Proceedings of the 38th International Conference on Information Systems (ICIS), Seoul, ROK, December 10-13, 2017. Research-in-Progress Papers., AIS eLibrary (AISeL).
Gnewuch, U.; Morana, S.; Maedche, A. (2017). Towards Designing Cooperative and Social Conversational Agents for Customer Service. Proceedings of the 38th International Conference on Information Systems (ICIS), Seoul, ROK, December 10-13, 2017. Research-in-Progress Papers., AIS eLibrary (AISeL).
2016
Gnewuch, U.; Haake, P.; Mueller, B.; Maedche, A. (2016). The Effect of Learning on the Effective Use of Enterprise Systems. Proceedings of the International Conference on Information Systems (ICIS) 2016, December 11-14, 2016, Dublin.

Teaching

WS 2023 Business Intelligence Systems (Lecture)  
SS 2023 Designing Interactive Systems (Lecture)  
SS 2023 Wirtschaftsinformatik II (Lecture)  
WS 2022 Business Intelligence Systems (Lecture)
SS 2022 Designing Interactive Systems (Lecture)
SS 2022 Wirtschaftsinformatik II (Lecture)
WS 2021 Enterprise Systems (Lecture)
WS 2021 Engineering Interactive Systems (Lecture)
SS 2021 Designing Interactive Systems (Lecture)
SS 2021 Wirtschaftsinformatik II (Lecture)
SS 2021 Collaborative Development of Conversational Agents (Seminar)
WS 2020 Enterprise Systems (Lecture)
SS 2020 Designing Interactive Systems (Lecture)
SS 2019 IT Aspects of Mobile Businesses (Lecture)
SS 2018 Methods and Theories in IS Research (Seminar)

Projects

Community Work

  • Vice Chair of Teaching Resources & Webmaster of AIS SIGHCI (Special Interest Group on Human-Computer Interaction)
  • Track Chair, "Human-Computer Interaction" track (at WI 2023 and at WI 2022)
  • Associate Editor, “AI in Business and Society” track (at ICIS 2022)
  • Associate Editor, “Design Research and Methods in Information Systems” track (at ECIS 2023, ECIS 2022, and ECIS 2021)
  • Associate Editor, “Artificial Intelligence and Digital Work” track (at ECIS 2022)
  • Workshop Co-Organizer "Conversational Customer Interaction" at WI 2022 and at WI 2021
  • Workshop Program Committee Member at the International Workshop on Chatbot Research (CONVERSATIONS 2022, CONVERSATIONS 2021, and CONVERSATIONS 2020)
  • Reviewer for European Journal of Information Systems, Information Systems Journal, Business Information Systems Engineering, AIS Transactions on Human-Computer Interaction, Computers in Human Behavior, Electronic Markets, Internet Research
  • Reviewer for International Conference on Information Systems (ICIS), European Conference on Information Systems (ECIS), International Conference on Design Science Research in Information Systems and Technology (DESRIST), International Conference on Wirtschaftsinformatik (WI), Americas’ Conference on Information Systems (AMCIS), International Conference on Business Process Management (BPM)