Scientific Output
Martijn, G., Van Hooijdonk, C., Kunneman, F., & Hoeken, H. (2024). Reconfiguring the Customer Service Domain: Perspectives of Managers, Conversational Designers, and Human Agents on Human–Chatbot Collaboration. International Journal of Innovation and Technology Management.
Braggaar, A., Van Miltenburg, E., & Kunneman, F. (2024). Analyzing Patterns of Conversational Breakdown in Human-Chatbot Customer Service Conversations. CONVERSATIONS 2024 – the 8th International Workshop on Chatbots and Human-Centred AI.
Liebrecht, C., Van Miltenburg, E., Van Hooijdonk, C., Kunneman, F., Merckens, A., & Niessen, N., (2023). Hoe halen chatbots de kink uit de kabel? Reparatiestrategieën bij onbegrip in een chatbotgesprek. In Tijdschrift voor Communicatiewetenschap, Volume 52, Issue 3, jul. 2024, p. 288-325.
Liebrecht, C., Van Hooijdonk, C., Van Pinxteren, M., & Ischen, C. (2024) Conversational AI. SWOCC boek.
Chaves, A.P., Van Hooijdonk, C., Liebrecht, C., Guerino, G.C., Candello, H., Lee, M., Kraus, M., & Gerosa, M.A. (2024). Conversational agents. Chapter in Human-Computer Interaction in Intelligent Environments. Edited by Stephanidis, C., & Salvendy, G.
Van Miltenburg, E., Braggaar, A., Braun, N., Goudbeek, M., Krahmer, E., Van der Lee, C., Pauws, S., & Thomas, F. (2024) ReproHum: # 0033-03: How Reproducible are Fluency Ratings of Generated Text? A Reproduction of August et al. 2022 In Proceedings of the Fourth Workshop on Human Evaluation of NLP Systems (HumEval) @ LREC-COLING 2024, pages 132-144, Torino, Italia. ELRA and ICCL.
Braggaar, A., He, L., & De Wit, J. (2024) Our Dialogue System Sucks – but Luckily we are at the Top of the Leaderboard! In Proceedings of the 6th ACM Conference on Conversational User Interfaces (CUI ’24). Association for Computing Machinery, New York, NY, USA, Article 48, 1-5.
Braggaar, A., Verhagen, J., Martijn, G., Liebrecht, C. (2023). Conversational Repair Strategies to Cope with Errors and Breakdowns in Customer Service Chatbot Conversations. (Best paper nominee) In: Følstad, A., et al. Chatbot Research and Design. CONVERSATIONS 2023. Lecture Notes in Computer Science, vol 14524. Springer. Cham.
De Wit, J., & Braggaar, A. (2023). Tilbot: A Visual Design Platform to Facilitate Open Science Research into Conversational User Interfaces. In Proceedings of the 5th International Conference on Conversational User Interfaces (CUI ’23). Association for Computing Machinery, New York, NY, USA, Article 55, 1-5.
Van Hooijdonk, C., Liebrecht, C., Kamoen, N., Martijn, G. (2023). User Perceptions, Experiences and Interactions with Muncipalities’ Chatbots Differing in Human Likeness and Interaction Design. Project presentation at CONVERSATIONS 2023 – the 7th International Workshop on Chatbot Research and Design.
Braggaar, A. (2023). Breakdowns and Repairs. Detecting Patterns that Lead to Breakdowns in Customer Service Messages. In Proceedings of the 19th Annual Meeting of the Young Researchers’ Roundtable on Spoken Dialogue Systems, pages 26-29, Prague, Czechia.
Van Hooijdonk, C., Martijn, G., & Liebrecht, C. (2022). A Framework and Content analysis of Social Cues in the Introductions of Customer Service Chatbots. (Best paper award!) In Følstad, A. et al. Chatbot Research and Design. CONVERSATIONS 2022. Lecture Notes in Computer Science, Vol 13815. Springer, Cham.
Braggaar, A., Tomas, F., Blomsma, P., Hommes, S., Braun, N., van Miltenburg, E., van der Lee, C., Goudbeek, M., Krahmer, E. (2022) A reproduction study of methods for evaluating dialogue system output: Replicating Santhanam and Shaikh (2019) In Proceedings of the 15th International Conference on Natural Language Generation: Generation Challenges.
Braggaar, A., Martijn, G., Liebrecht, C., van Hooijdonk, C., van Miltenburg, E., Kunneman, F., Krahmer, E., Hoeken, H., te Molder, H. (2022) Smooth operators. Developments and effects of personalized conversational AI. [View poster]
Liebrecht C., Sander L., van Hooijdonk C. (2021) Too Informal? How a Chatbot’s Communication Style Affects Brand Attitude and Quality of Interaction. In: Følstad A. et al. (eds) Chatbot Research and Design. CONVERSATIONS 2020. Lecture Notes in Computer Science, vol 12604. Springer, Cham.
Van Hooijdonk, C. & Liebrecht, C. (2021, June). Chatbots in the tourism industry: the effects of communication style and brand familiarity on social presence and brand attitude. In Adjunct Proceedings of the 29th ACM Conference on User Modeling, Adaptation and Personalization (pp. 375-381).
Liebrecht, C., & van Hooijdonk, C. (2020). Creating Humanlike Chatbots: What Chatbot Developers Could Learn From Webcare Employees In Adopting A Conversational Human Voice. In Proceedings of CONVERSATIONS 2019 (Vol. 11970). Springer Publishers
Liebrecht, C., & van der Weegen, E. (2019). Menselijke chatbots: een zegen voor online klantcontact? Het effect van conversational human voice door chatbots op social presence en merkattitude. Tijdschrift voor Communicatiewetenschap, 47 (3-4), 217-238.
