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Virtual agents are becoming a prominent channel of interaction in customer service. Not all customer interactions are smooth, however, and some can become almost comically bad. In such instances, a human agent might need to step in and…
Online reviews enable consumers to engage with companies and provide important feedback. Due to the complexity of the high-dimensional text, these reviews are often simplified as a single numerical score, e.g., ratings or sentiment scores.…
Through advances in their conversational abilities, chatbots have started to request and process an increasing variety of sensitive personal information. The accurate disclosure of sensitive information is essential where it is used to…
The health outcomes of high-need patients can be substantially influenced by the degree of patient engagement in their own care. The role of care managers includes that of enrolling patients into care programs and keeping them sufficiently…
The ability to estimate the current affective statuses of web users has considerable potential for the realization of user-centric services in the society. However, in real-world web services, it is difficult to determine the type of data…
Choice decisions made by users of online applications can suffer from biases due to the users' level of engagement. For instance, low engagement users may make random choices with no concern for the quality of items offered. This biased…
Evaluation is crucial in the development process of task-oriented dialogue systems. As an evaluation method, user simulation allows us to tackle issues such as scalability and cost-efficiency, making it a viable choice for large-scale…
We conducted a qualitative user study with 77 consumers to investigate what social aspects are relevant when supporting customers during their shopping activities and particularly in situations when they are undecided. Twenty-five…
Individual differences in personality determine our preferences, traits and values, which should similarly hold for the way we express ourselves. With current advancements and transformations of technology and society, text-based…
Improving user experience of a dialogue system often requires intensive developer effort to read conversation logs, run statistical analyses, and intuit the relative importance of system shortcomings. This paper presents a novel approach to…
As one of the most extensive social networking services, Twitter has more than 300 million active users as of 2022. Among its many functions, Twitter is now one of the go-to platforms for consumers to share their opinions about products or…
Indoor environmental quality has been found to impact employees' productivity in the long run, yet it is unclear its meeting-level impact in the short term. We studied the relationship between sensorial pleasantness of a meeting's room and…
Software development relies heavily on text-based communication, making sentiment analysis a valuable tool for understanding team dynamics and supporting trustworthy AI-driven analytics in requirements engineering. However, existing…
Current advance of internet allows rapid dissemination of information, accelerating the progress on wide spectrum of society. This has been done mainly through the use of website interface with inherent unique human interactions. In this…
Companies survey their customers to measure their satisfaction levels with the company and its services. The received responses are crucial as they allow companies to assess their respective performances and find ways to make needed…
Software review text fragments have considerably valuable information about users experience. It includes a huge set of properties including the software quality. Opinion mining or sentiment analysis is concerned with analyzing textual user…
Software development encompasses many collaborative tasks in which usually several persons are involved. Close collaboration and the synchronization of different members of the development team require effective communication. One…
Web search engines are frequently used to access information about products. This has increased in recent times with the rising popularity of e-commerce. However, there is limited understanding of what users search for and their intents…
Embodied conversational agents (ECAs) are increasingly more realistic and capable of dynamic conversations. In online surveys, anthropomorphic agents could help address issues like careless responding and satisficing, which originate from…
Client-designer alignment is crucial to the success of design projects, yet little research has explored how digital technologies might influence this alignment. To address this gap, this paper presents a three-phase study investigating how…