Related papers: When the System does not Fit: Coping Strategies of…
There is a mismatch between psychological and computational studies on emotions. Psychological research aims at explaining and documenting internal mechanisms of these phenomena, while computational work often simplifies them into labels.…
Over two decades, we and other research groups have found that ethnographic and social analyses of work settings can provide insights useful to the process of system analysis and design. Despite this, ethnographic and social analyses have…
Large language models (LLMs) often encounter knowledge conflicts, scenarios where discrepancy arises between the internal parametric knowledge of LLMs and non-parametric information provided in the prompt context. In this work we ask what…
With the advancement of large language models, many dialogue systems are now capable of providing reasonable and informative responses to patients' medical conditions. However, when patients consult their doctor, they may experience…
The search for information on the web is faced with several problems, which arise on the one hand from the vast number of available sources, and on the other hand from their heterogeneity. A promising approach is the use of multi-agent…
Conversational agents are increasingly deployed in knowledge-intensive settings, where correct behavior depends on retrieving and applying domain-specific knowledge from large, proprietary, and unstructured corpora during live interactions…
Pervasive personal communication technologies offer the potential for important social benefits for individual users, but also the potential for significant social difficulties and costs. In research on face-to-face social interaction,…
Organizational knowledge bases are moving from passive archives to active entities in the flow of people's work. We are seeing machine learning used to enable systems that both collect and surface information as people are working, making…
Algorithmic profiling is increasingly used in the public sector as a means to allocate limited public resources effectively and objectively. One example is the prediction-based statistical profiling of job seekers to guide the allocation of…
During interactions with human consultants, people are used to providing partial and/or inaccurate information, and still be understood and assisted. We attempt to emulate this capability of human consultants; in computer consultation…
Growing role of intellectual capital within organizations is affecting new strategies related to knowledge management and competence development. Among different aspects related to this field, knowledge diffusion has become one of…
When AI systems allow human-like communication, they elicit increasingly complex relational responses. Knowledge workers face a particular challenge: They approach these systems as tools while interacting with them in ways that resemble…
Tools for managing technical skills are used in many companies, but there has been little discussion about how such tools are used in practice. We report here on different types of actual usage in a medium-size software consulting company.…
Labor market institutions are central for modern economies, and their polices can directly affect unemployment rates and economic growth. At the individual level, unemployment often has a detrimental impact on people's well-being and…
Shift scheduling impacts healthcare workers' well-being because it sets the frame for their social life and recreational activities. Since it is complex and time-consuming, it has become a target for automation. However, existing systems…
The introduction of Information and Communication Technologies (ICT) into public administrations has been radically changing the way organizations cooperate and, more generally, the way to think about business processes over organizational…
Conversational Assistants (CA) are increasingly supporting human workers in knowledge management. Traditionally, CAs respond in specific ways to predefined user intents and conversation patterns. However, this rigidness does not handle the…
Effective problem solving among multiple agents requires a better understanding of the role of communication in collaboration. In this paper we show that there are communicative strategies that greatly improve the performance of…
An agile change effort in an organization needs to be understood in relation to human processes. Such theory and accompanying tools already existed almost 50 years ago in applied psychology. The core ideas of Agile Process Consultation are…
The problem of achieving common understanding between agents that use different vocabularies has been mainly addressed by designing techniques that explicitly negotiate mappings between their vocabularies, requiring agents to share a…