Information Systems & Service Design
Ulli Gnewuch

Dr. Ulrich Gnewuch

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

     

Research Interests

  • Human-AI Interaction
  • AI-based Digital Assistants (e.g., Chatbots and Conversational Agents)
  • Multimodal User Interfaces
  • Digital Process Tranformation

For more details, visit our website: https://chatbotresearch.org/

Short CV

Since 07/2020 Postdoctoral Researcher at the Institute of Informations Systems and Marketing (IISM)
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

Teaching

Lectures

SS 2020 Designing Interactive Systems (Lecture)
SS 2019 IT Aspects of Mobile Businesses (Lecture)
SS 2018 Methods and Theories in IS Research (Seminar)

Supervised Theses

2020 Enterprise Resource Planning Usecases for Chatbots (with SAP)
Designing and Implementing a Chatbot for Student Service and Support
2019 Designing and Evaluating a Conversational Agent to Support Customer Service Center Employees (with EnBW)
The Effect of Social Cues on Information Disclosure to Conversational Agents
2018 The Effect of Personality Match on User Interaction with Conversational Agents
A Taxonomy of Social Cues for Conversational Agents
2017 Designing a Conversational Agent for Student Service and Support
Automatic Extraction of Chatbot Knowledge from Product Configuration Systems (with CAS Software AG)

Community Work

Publications


Journal Articles
2019
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
2017
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
2020
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)
2019
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
2018
“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
2017
Understanding the Influence of Personality Traits on Gamification: The Role of Avatars in Energy Saving Tasks.
Bergmann, N.; Schacht, S.; Gnewuch, U.; 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)
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)
2016
The Effect of Learning on the Effective Use of Enterprise Systems.
Gnewuch, U.; Haake, P.; Mueller, B.; Maedche, A.
2016. Proceedings of the International Conference on Information Systems (ICIS) 2016, December 11-14, 2016, Dublin