Workshop Conversational Customer Interaction: dialogue between practice and science

Presentation "The impact of emotional voice assistants on consumers' shopping attitude and behavior" on Feb. 20, 2022 by Dr. Carolin Kaiser and René Schallner at 2:30 p.m. at the workshop Conversational Customer Interaction: dialogue between practice and science.

Many organizations are increasingly using conversational user interfaces (CUI) to support interaction with their customers, e.g., in customer service or e-commerce. This trend has intensified during the Corona pandemic of 2020/2021. Therefore, the design and use of these interfaces are important topics in practice and in the interdisciplinary research area of information systems (IS). In practice and research, systems built on CUIs have taken many different forms: text-based chatbots, voice assistants such as Alexa and Siri, or multimodal 3D avatars. However, despite the continuous technical advances in the field of artificial intelligence and human-computer interaction, these interfaces are mostly used by organizations for rather simple tasks (e.g., answering frequently asked questions in customer service). More complex tasks, such as order processing in e-commerce or a product search, are currently not very common.

Therefore, the goal of this workshop is to present and discuss innovative practical concepts and exciting research results that enable (more complex) applications of CUIs in customer interaction. The workshop facilitates and promotes the dialogue between practitioners and academics. Practitioners will benefit from new ideas and innovative approaches from research. Researchers can also discover new ideas and interesting research questions with high practical relevance.

More about the workshop