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As AI chatbots increasingly incorporate empathy, understanding user-centered perceptions of chatbot empathy and its impact on conversation quality remains essential yet under-explored. This study examines how chatbot identity and perceived…
Social chatbots based on large language models are increasingly embedded in everyday platforms, yet how users develop trust in these systems over time remains unclear. We present a four-week longitudinal qualitative survey study (N = 27) of…
Short-video platforms show an increasing impact on people's daily lives nowadays, with billions of active users spending plenty of time each day. The interactions between users and online platforms give rise to many scientific problems…
System logs are a cornerstone of cybersecurity, supporting proactive breach prevention and post-incident investigations. However, analyzing vast amounts of diverse log data remains significantly challenging, as high costs, lack of in-house…
In the era of digital transformation, customer service is of paramount importance to the success of organizations, and to meet the growing demand for immediate responses and personalized assistance 24 hours a day, chatbots have become a…
Despite growing interest in applications based on natural customer support conversations, there exist remarkably few publicly available datasets that reflect the expected characteristics of conversations in these settings. Existing…
Access to mental health support remains limited, particularly in marginalized communities where structural and cultural barriers hinder timely care. This paper explores the potential of AI-enabled chatbots as a scalable solution, focusing…
This full research-to-practice paper explores approaches for developing course chatbots by comparing low-code platforms and custom-coded solutions in educational contexts. With the rise of Large Language Models (LLMs) like GPT-4 and LLaMA,…
Most existing mobile robotic datasets primarily capture static scenes, limiting their utility for evaluating robotic performance in dynamic environments. To address this, we present a mobile robot oriented large-scale indoor dataset,…
Diagnostic errors in healthcare persist as a critical challenge, with increasing numbers of patients turning to online resources for health information. While AI-powered healthcare chatbots show promise, there exists no standardized and…
In this paper, we introduce a novel Face-to-Face spoken dialogue model. It processes audio-visual speech from user input and generates audio-visual speech as the response, marking the initial step towards creating an avatar chatbot system…
Dialogue systems, commonly known as chatbots, have gained escalating popularity in recent times due to their wide-spread applications in carrying out chit-chat conversations with users and task-oriented dialogues to accomplish various user…
The rise of increasingly more powerful chatbots offers a new way to collect information through conversational surveys, where a chatbot asks open-ended questions, interprets a user's free-text responses, and probes answers whenever needed.…
We present the first English corpus study on abusive language towards three conversational AI systems gathered "in the wild": an open-domain social bot, a rule-based chatbot, and a task-based system. To account for the complexity of the…
The Internet of Things (IoT) is an emerging concept that directly links to the billions of physical items, or "things", that are connected to the Internet and are all gathering and exchanging information between devices and systems.…
Despite recent advances in Artificial Intelligence, the use of chatbot technology in customer service continues to face adoption hurdles. This paper explores reasons for these adoption hurdles and tests several service design levers to…
Tests executed by human testers are still widespread in practice and fill the gap left by limitations of automated approaches. Among the human-centered approaches, exploratory testing is the de facto approach in agile teams. Although it is…
People experiencing severe distress increasingly use Large Language Model (LLM) chatbots as mental health support tools. Discussions on social media have described how engagements were lifesaving for some, but evidence suggests that…
Creating multilingual task-oriented dialogue (TOD) agents is challenging due to the high cost of training data acquisition. Following the research trend of improving training data efficiency, we show for the first time, that in-context…
Fine-tuning on instruction data has been widely validated as an effective practice for implementing chat language models like ChatGPT. Scaling the diversity and quality of such data, although straightforward, stands a great chance of…