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dc.contributor.authorVassilakopoulou, Polyxeni
dc.contributor.authorPappas, Ilias
dc.date.accessioned2023-03-14T12:51:59Z
dc.date.available2023-03-14T12:51:59Z
dc.date.created2022-11-29T12:06:15Z
dc.date.issued2022
dc.identifier.citationIFIP Advances in Information and Communication Technology. 2022, 660 118-123.en_US
dc.identifier.issn1868-4238
dc.identifier.urihttps://hdl.handle.net/11250/3058168
dc.description.abstractThe combination of chatbots with live chats supported by human agents creates a new type of man-machine coordination problem. Prior research on chatbot interactions has focused mostly on the interaction between end users and chatbots and there is limited research on the interaction between human chat agents and chatbots. This study aims to fill this gap contributing to the body of research on coordinating humans and artificial conversational agents by addressing the Research Question: How can the handover between chatbots and chat employees be handled to ensure good user experience? The study aims to contribute to the emerging discipline of Human-Centered AI providing insights on how to create AI-enabled systems that amplify and augment human abilities while preserving human control by identifying key aspects that need to be considered when integrating chatbots in live chat workflows.en_US
dc.language.isoengen_US
dc.publisherSpringeren_US
dc.titleAI/Human Augmentation: A Study on Chatbot – Human Agent Handoversen_US
dc.title.alternativeAI/Human Augmentation: A Study on Chatbot – Human Agent Handoversen_US
dc.typePeer revieweden_US
dc.typeJournal articleen_US
dc.description.versionpublishedVersionen_US
dc.rights.holderThis version will not be available due to the publisher's copyright.en_US
dc.source.pagenumber118-123en_US
dc.source.volume660en_US
dc.source.journalIFIP Advances in Information and Communication Technologyen_US
dc.identifier.doi10.1007/978-3-031-17968-6_8
dc.identifier.cristin2083858
dc.relation.projectNorges forskningsråd: 311680en_US
cristin.ispublishedtrue
cristin.fulltextoriginal
cristin.qualitycode1


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