Publication: Form Follows Function: Designing For Tensions Of Conversational Agents In Service Encounters
Form Follows Function: Designing For Tensions Of Conversational Agents In Service Encounters
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Bucher, A., Stähelin, D. L., Dolata, M., & Schwabe, G. (2022, June 24). Form Follows Function: Designing For Tensions Of Conversational Agents In Service Encounters. 30th European Conference on Information Systems (ECIS), Timisoara. https://aisel.aisnet.org/ecis2022_rp/158/
Abstract
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Abstract
The proliferation of conversational agents (CAs) promises efficiency and quality improvements while enabling a more seamless integration of technology into service encounters. However, it remains un- clear how CAs should be designed to provide the optimal experience for the key users: clients and frontline employees. Based on qualitative research with those key users, this study delivers a vision of an adaptable CA. It proposes a differentiated approach toward the design of CA: there is no "one-size- fits-all" design regarding the lev
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Bucher, A., Stähelin, D. L., Dolata, M., & Schwabe, G. (2022, June 24). Form Follows Function: Designing For Tensions Of Conversational Agents In Service Encounters. 30th European Conference on Information Systems (ECIS), Timisoara. https://aisel.aisnet.org/ecis2022_rp/158/
