Researching and building conversational agents (chatbots and voice assistants) for humans.
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Citations since 2017
7 Research Items
My research focus includes understanding consumer adoption of conversational agents (chatbots and voice assistants in conversational commerce). In particular, I investigate how the configuration of conversational agents (e.g., anthropomorphic design, repair strategies) influence user perception and behaviour via underlying psychological mechanisms.
Voice commerce allows customers to carry out sales dialogues with voice assistants (VAs) through natural spoken language. However, its adoption remains limited. To help determine how to overcome existing barriers to adoption, we conducted a series of three empirical pre-studies and a laboratory experiment (N = 323) investigating the role of VAs' hu...
Conversational breakdowns often force users to go through frustrating loops of trial and error when trying to get answers from chatbots. Although research has emphasized the potential of conversational repair strategies in helping users resolve breakdowns, design knowledge for implementing such strategies is scarce. To address this challenge, we ar...
Despite the ubiquity of voice assistants (VAs), they see limited adoption in the form of voice commerce, an online sales channel using natural language. A key barrier to the widespread use of voice commerce is the lack of user trust. To address this problem, we draw on similarity-attraction theory to investigate how trust is affected when VAs match...
Voice assistants (VAs) such as Google Assistant and Amazon Alexa are spreading rapidly. They offer users the opportunity to order products online in a spoken dialogue (voice commerce). However, the widespread use of voice commerce is hindered by a lack of satisfaction and trust among VA users. This study investigates whether social cues and the acc...
The use of voice assistants is spreading rapidly, enabling companies to develop voice apps and establish a natural form of spoken dialogue in e-commerce. However, such voice commerce remains limited, as the apps struggle to provide satisfying interactions and build sufficient trust. To address these issues, we investigate the use of anthropomorphic...
This research examines the impact of more humanlike design in voice apps on parasocial interaction and relationship quality in voice commerce.
Sprachbasierte Conversational Agents (CAs) wie Google Assistant oder Amazon Alexa verbreiten sich rasant. Sie bieten Nutzern die Möglichkeit, Produkte in einem sprachbasierten Dialog online zu bestellen (Voice Commerce). Der breiten Nutzung von Voice Commerce stehen derzeit noch mangelnde Zufriedenheit und Vertrauen bei den CA-Nutzern entgegen. Die...