Naim Zierau

Naim Zierau
University of St.Gallen · Institute of Information Management

About

17
Publications
8,773
Reads
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156
Citations
Citations since 2016
17 Research Items
154 Citations
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2016201720182019202020212022020406080100

Publications

Publications (17)
Conference Paper
Full-text available
Voice assistants’ increasingly nuanced and natural communication bears new opportunities for user experiences and task automation while challenging existing patterns of human-computer interaction. A fragmented research field, as well as constant technological advancements, impede a common apprehension of prevalent design features of voice-based int...
Article
Full-text available
Intelligent agents (IAs) are permeating both business and society. However, interacting with IAs poses challenges moving beyond technological limitations towards the human-computer interface. Thus, the knowledgebase related to interaction with IAs has grown exponentially but remains segregated and impedes the advancement of the field. Therefore, we...
Article
Full-text available
Voice-based interfaces provide new opportunities for firms to interact with consumers along the customer journey. The current work demonstrates across four studies that voice-based (as opposed to text-based) interfaces promote more flow-like user experiences, resulting in more positively-valenced service experiences, and ultimately more favorable b...
Article
Full-text available
Conversational agents (CAs) provide opportunities for improving the interaction in evaluation surveys. To investigate if and how a user-centered conversational evaluation tool impacts users' response quality and their experience, we build EVA - a novel conversational course evaluation tool for educational scenarios. In a field experiment with 128 s...
Conference Paper
Full-text available
Although conversational agents (CA) are increasingly used for providing purchase recommendations, important design questions remain. Across two experiments we examine with a novel fluency mechanism how recommendation modality (speech vs. text) shapes recommendation evaluation (persuasiveness and risk), the intention to follow the recommendation, an...
Conference Paper
Innovation is one of the most important antecedents of a company's competitive advantage and long-term survival. Prior research has alluded to teamwork being a primary driver of a firm's innovation capacity. Still, many firms struggle with providing an environment that supports innovation teams in working efficiently together. Thereby, a team's fai...
Conference Paper
Full-text available
Voice assistants are a novel class of information systems that fundamentally change human-computer interaction. Although these assistants are widespread, the utilization of these information systems is oftentimes only considered on a surface level by individuals. In addition, prior research has focused predominantly on initial use instead of lookin...
Chapter
Full-text available
Conversational Agents (CAs) have become a new paradigm for human-computer interaction. Despite the potential benefits, there are ethical challenges to the widespread use of these agents that may inhibit their use for individual and social goals. However, besides a multitude of behavioral and design-oriented studies on CAs, a distinct ethical perspe...
Conference Paper
Full-text available
Gendered voice based on pitch is a prevalent design element in many contemporary Voice Assistants (VAs) but has shown to strengthen harmful stereotypes. Interestingly, there is a dearth of research that systematically analyses user perceptions of different voice genders in VAs. This study investigates gender-stereotyping across two different tasks...
Conference Paper
Full-text available
Conversational Agents (CAs) have become a new paradigm for human-computer interaction. Despite the potential benefits, there are ethical challenges to the widespread use of these agents that may inhibit their use for individual and social goals. However, besides a multitude of behavioral and design-oriented studies on CAs, a distinct ethical perspe...
Conference Paper
Full-text available
Based on recent advances in Artificial Intelligence (AI), chatbots are now increasingly offered as an alternative source of customer service. For their uptake user trust in critical. However, little is known about how these interfaces fundamentally influence trust perceptions. In particular, it’s unclear what exactly causes perceptual differences -...
Conference Paper
Full-text available
Conversational agents (CAs) represent a paradigm shift in regards to how humans use information systems. Although CAs have recently attracted considerable research interest, there is still limited shared knowledge about the distinctive characteristics of CAs from a user experience-based perspective. To address this gap, we conducted a systematic li...
Conference Paper
Full-text available
Chatbots are predicted to play a key role in customer service based on recent advances in the area of Artificial Intelligence (AI). However, a lack of user trust impedes the widespread adaption of AI-based chatbots. Still, there is a lack of systematically derived design knowledge concerning user trust in those agents. In this short paper, we repor...
Conference Paper
Full-text available
The knowledge base related to user interaction with conversational agents (CAs) has grown dramatically but remains segregated. In this paper, we conduct a systematic literature review to investigate user interaction with CAs. We examined 107 papers published in outlets related to IS and HCI research. Then, we coded for design elements and user inte...
Conference Paper
Full-text available
Smart Personal Assistants (SPA) fundamentally influence the way individuals perform tasks, use services and interact with organizations. They thus bear an immense economic and societal potential. However, a lack of trust - rooted in perceptions of uncertainty and risk - when interacting with intelligent computer agents can inhibit their adoption. I...
Conference Paper
Full-text available
Crowdsourcing has experienced increasing popularity in recent years. While performance-based issues, such as the quantity or quality of output produced by the crowd, have been in the focus of research, users’ experience, which unfolds through interaction with the crowdsourcing platform and ultimately creates engagement, has been largely neglected....

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Projects

Project (1)
Project
What effects do intelligent, dialog-oriented systems and their individual design features have on users and trust? How do people change their perception and behavior over a longer period of time when using such systems? What socio-technological design principles do we wish for a user-centered and trust-enhancing interaction with Smart Personal Assistants? The SNSF-funded project investigates these questions with the help of tools from design and behavioral research. PROJECT DESCRIPTION Current AI technologies not only outperform humans in many tasks, such as statistical classification, but increasingly show human characteristics in shape and behavior. The adaptive and learning nature of intelligent agents also creates a contextualized, yet unpredictable dialog with the user. These developments are reflected in the increasing prominence of human-machine interactions in our daily life and their implementation in various organizational use cases. While user trust is a comprehensively investigated topic in IS research, interaction with AI-based conversation agents raises new and complex questions. The project aims to bring together theories and methods from design research, behavioral science and other disciplines to understand the use and effects of conversational AI. With the help of experimental studies on text- and voice-based information systems, the research group investigates technological and social factors concerning user perception and behavior, as well as long-term changes in values and usage caused by conversational AI. Different use cases (customer service, healthcare) and design mechanisms (language and text elements) are taken into account.