Human-Software Robot Interaction

We design human-software robot interactions to increase productivity and well-being

Research Activities

 

"Humanizing" Chatbots

Many customer service chatbots are designed to look and act like humans (e.g., by giving them names and avatars). Likewise, Alexa and Siri have human-like characteristics (e.g., a female voice). Why is that? Does it influence how we interact with them?

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Replaced by a (Software) Robot?

Software robots, such RPA bots or chatbots, are increasingly used to automate repetitive tasks formerly performed by human employees (e.g., copy-pasting data, answering FAQs). But how do employees respond when their new colleague is a robot? And how does it affect employees' work practices? These are just some of the questions that we address in the MeKIDI project.

 

Learn more about MeKIDI

 

 

 

 

Hybrid Customer Service

Chatbots are omnipresent in customer service, but too often they struggle with non-routine questions and can't solve difficult problems. Therefore, many companies use a hybrid approach where human employees can step in if the chatbot fails. This raises several questions that we explore together with our industry partners: When should a chatbot hand over to a human? How can we identify the optimal point in time from conversation data?

 

Learn more about our research and industry collaboration

 

 

 

 

Will Chatbots Be Our New Therapists?

There is an increasing demand for psychological help, but not everyone can or wants to talk to a human therapist. Together with our colleagues from Ulm University, we aim to answer the following questions: Can we use chatbots as virtual therapists? How do they need to be designed to be effective?

 

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Talking to a Dashboard?

Dashboards became very popular during the COVID-19 pandemic to help people better understand the spread of the virus. But dashboards are complex user interfaces and less tech-savvy users may struggle to access the information they need. Why not give users the opportunity to use natural language to navigate the dashboard?

 

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Professor

Alexander Mädche  Prof. Dr. Alexander Mädche

 

Team Lead

Dr. Ulrich Gnewuch  Dr. Ulrich Gnewuch

 

Doctoral Researchers

Anja Seiffer  Anja Seiffer

 

B.Sc. Macrel Ruoff  Daniel Schloß

 

B.Sc. Macrel Ruoff  Florian Kuhlmeier

 

B.Sc. Macrel Ruoff  Ivo Benke

 

Associated Researchers

B.Sc. Macrel Ruoff  Marcel Ruoff

 

 

Research Assistants

Interested in our topics? Send us an email now and join our team as a research assistant!

 

 

Partners

 

 

 

 

Publications


Journal Articles
A Taxonomy of Social Cues for Conversational Agents.
Feine, J.; Gnewuch, U.; Morana, S.; Maedche, A.
2019. International journal of human - computer studies, 132, 138–161. doi:10.1016/j.ijhcs.2019.07.009
Interaktion mit smarten Systemen : Aktueller Stand und zukünftige Entwicklungen im Bereich der Nutzerassistenz.
Morana, S.; Friemel, C.; Gnewuch, U.; Maedche, A.; Pfeiffer, J.
2017. Wirtschaftsinformatik & Management, 9 (5), 42–51. doi:10.1007/s35764-017-0101-7
Conference Papers
Designing Conversational Dashboards for Effective Use in Crisis Response.
Ruoff, M.; Gnewuch, U.
2021. ECIS 2021 Proceedings - European Conference on Information Systems. Human Values Crisis in a Digitizing World, Article no: 1698, Association for Information Systems (AIS)
Designing Multimodal BI&A Systems for Co-Located Team Interactions.
Ruoff, M.; Gnewuch, U.
2021. ECIS 2021 Proceedings - European Conference on Information Systems. Human Values Crisis in a Digitizing World, Article no: 1610, Association for Information Systems (AIS)
The Benefits and Caveats of Personality-Adaptive Conversational Agents in Mental Health Care.
Ahmad, R.; Siemon, D.; Gnewuch, U.; Robra-Bissantz, S.
2021. Proceedings of the 27th Americas Conference on Information Systems - Digital Innovation and Entrepreneurship, Virtual Conference, August 9-13, 2021 (AMCIS 2021), AIS eLibrary (AISeL)
Designing Multimodal BI&A Systems for Face-to-Face Team Interactions.
Ruoff, M.; Gnewuch, U.; Alexander Maedche.
2020. 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)
The Effect of Anthropomorphism on Investment Decision-Making with Robo-Advisor Chatbots.
Morana, S.; Gnewuch, U.; Jung, D.; Granig, C.
2020. Proceedings of the 28th European Conference on Information Systems (ECIS 2020), AIS eLibrary (AISeL)
The Effect of Perceived Similarity in Dominance on Customer Self-Disclosure to Chatbots in Conversational Commerce.
Gnewuch, U.; Yu, M.; Maedche, A.
2020. Proceedings of the 28th European Conference on Information Systems (ECIS 2020), AIS eLibrary (AISeL)
The Impact of Chatbot Response Time on Human-Chatbot Interaction: Novice versus Experienced Users [in press].
Gnewuch, U.; Morana, S.; Adam, M. T. P.; Maedche, A.
2019. JAIS Theory Development Workshop
Gender Bias in Chatbot Design.
Feine, J.; Gnewuch, U.; Morana, S.; Maedche, A.
2019. 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
Designing and Implementing a B2B Chatbot: Insights from a Medium-Sized Service Provider in the Energy Industry.
Gnewuch, U.; Heckmann, C.; Morana, S.; Maedche, A.
2019. Human practice, digital ecologies, our future : 14. Internationale Tagung Wirtschaftsinformatik (WI 2019), Siegen, 23.02. - 27.02.2019. Ed.: L. Thomas, Universität Siegen
Measuring Service Encounter Satisfaction with Customer Service Chatbots using Sentiment Analysis.
Feine, J.; Morana, S.; Gnewuch, U.
2019. 14. Internationale Tagung Wirtschaftsinformatik (WI2019), 1115–1129
“The Chatbot is typing …” – The Role of Typing Indicators in Human-Chatbot Interaction.
Gnewuch, U.; Morana, S.; Adam, M. T. P.; Maedche, A.
2018. Proceedings of the 17th Annual Pre-ICIS Workshop on HCI Research in MIS, San Francisco, CA, USA, December 13th , 2018
Faster Is Not Always Better: Understanding the Effect of Dynamic Response Delays in Human-Chatbot Interaction.
Gnewuch, U.; Morana, S.; Adam, M. T. P.; Maedche, A.
2018. 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
Designing Conversational Agents for Energy Feedback.
Gnewuch, U.; Morana, S.; Heckmann, C.; Maedche, A.
2018. 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
Towards Designing Cooperative and Social Conversational Agents for Customer Service.
Gnewuch, U.; Morana, S.; Maedche, A.
2017. Proceedings of the 38th International Conference on Information Systems (ICIS), Seoul, ROK, December 10-13, 2017. Research-in-Progress Papers., AIS eLibrary (AISeL)