Jasper Feine

Jasper Feine
Karlsruhe Institute of Technology | KIT · Institute of Information Systems and Marketing

PhD

About

12
Publications
31,421
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387
Citations

Publications

Publications (12)
Article
Full-text available
Conversational agents (CAs) are software-based systems designed to interact with humans using natural language and have attracted considerable research interest in recent years. Following the Computers Are Social Actors paradigm, many studies have shown that humans react socially to CAs when they display social cues such as small talk, gender, age,...
Chapter
Full-text available
Technological innovations raise axiological questions such as what is right or wrong, good and bad, and so on (i.e., ethical considerations). These considerations have particular importance in design science research (DSR) projects since the developed artifacts often actively intervene into human affairs and, thus, cannot be free from value. To acc...
Conference Paper
Full-text available
Domain experts with their special knowledge and understanding of a specific field are critical in the development of chatbots. However, engaging domain experts in the chatbot development is time-consuming and cumbersome because developers lack adequate systems. We address this problem by proposing three design principles for interactive chatbot dev...
Chapter
Chatbots have attracted tremendous interest in recent years and are increasingly employed in form of enterprise chatbots (ECBs) (i.e., chatbots used in the explicit context of enterprise systems). Although ECBs substantially differ in their design requirements from, for example, more common and widely deployed customer service chatbots, only few st...
Conference Paper
Full-text available
Developing successful chatbots is a non-trivial endeavor. In particular, the creation of high-quality natural language responses for chatbots remains a challenging and time-consuming task that often depends on high-quality training data and deep domain knowledge. As a consequence, it is essential to engage experts in the chatbot response developmen...
Conference Paper
Full-text available
Chatbots have attracted tremendous interest in recent years and are increasingly employed in form of enterprise chatbots (ECBs) (i.e., chatbots used in the explicit context of enterprise systems). Although ECBs substantially differ in their design requirements from, for example, more common and widely deployed customer service chatbots, only few st...
Chapter
Full-text available
Chatbots sind softwarebasierte Systeme, die mittels natürlicher Sprache mit Menschen interagieren. Viele Unternehmen setzen zunehmend auf Chatbots, um Kunden bei der Suche nach Informationen über Produkte oder Dienstleistungen und bei der Durchführung einfacher Prozesse zu unterstützen. Nichtsdestotrotz ist die Akzeptanz von Chatbots bei vielen Nut...
Chapter
Full-text available
A recent UNESCO report reveals that most popular voice-based conversational agents are designed to be female. In addition, it outlines the potentially harmful effects this can have on society. However, the report focuses primarily on voice-based conversational agents and the analysis did not include chatbots (i.e., text-based conversational agents)...
Conference Paper
Full-text available
Social cues (e.g., gender, age) are important design features of chatbots. However, choosing a social cue design is challenging. Although much research has empirically investigated social cues, chatbot engineers have difficulties to access this knowledge. Descriptive knowledge is usually embedded in research articles and difficult to apply as presc...
Chapter
Full-text available
In Design Science Research (DSR) it is important to build on descriptive (Ω) and prescriptive (Λ) state-of-the-art knowledge in order to provide a solid grounding. However, existing knowledge is typically made available via scientific publications. This leads to two challenges: first, scholars have to manually extract relevant knowledge pieces from...
Chapter
Full-text available
Design science research (DSR) aims to deliver innovative solutions for real-world problems. DSR produces Information Systems (IS) artifacts and design knowledge describing means-end relationships between problem and solution spaces. A key success factor of any DSR research endeavor is an appropriate understanding and description of the underlying p...
Conference Paper
Full-text available
Chatbots are software-based systems designed to interact with humans using text-based natural language and have attracted considerable interest in online service encounters. In this context, service providers face the challenge of measuring chatbot service encounter satisfaction (CSES), as most approaches are limited to post-interaction surveys tha...

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Projects

Project (1)
Project
Our research focuses on designing and evaluating human-like features (i.e., social cues) of socially-adaptive chatbots and conversational agents. We conduct lab and field experiments with real chatbots in domains such as customer service, healthcare, and smart home. More details: https://chatbotresearch.com/