Smooth Operators

Scientific Output

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., Verhagen, J., Martijn, G., Liebrecht, C. (2023). Conversational Repair Strategies to Cope with Errors and Breakdowns in Customer Service Chatbot Conversations. (Best paper nominee)

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.

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!)

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)

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.