Conference Papers Year : 2022

AI/Human Augmentation: A Study on Chatbot – Human Agent Handovers

Abstract

The combination of chatbots with live chats supported by human agents creates a new type of man-machine coordination problem. Prior research on chatbot interactions has focused mostly on the interaction between end users and chatbots and there is limited research on the interaction between human chat agents and chatbots. This study aims to fill this gap contributing to the body of research on coordinating humans and artificial conversational agents by addressing the Research Question: How can the handover between chatbots and chat employees be handled to ensure good user experience? The study aims to contribute to the emerging discipline of Human-Centered AI providing insights on how to create AI-enabled systems that amplify and augment human abilities while preserving human control by identifying key aspects that need to be considered when integrating chatbots in live chat workflows.
Fichier principal
Vignette du fichier
528588_1_En_8_Chapter.pdf (475.8 Ko) Télécharger le fichier
Origin Files produced by the author(s)

Dates and versions

hal-04666782 , version 1 (02-08-2024)

Licence

Identifiers

Cite

Polyxeni Vassilakopoulou, Ilias O. Pappas. AI/Human Augmentation: A Study on Chatbot – Human Agent Handovers. International Working Conference on Transfer and Diffusion of IT (TDIT), Jun 2022, Maynooth, Ireland. pp.118-123, ⟨10.1007/978-3-031-17968-6_8⟩. ⟨hal-04666782⟩
39 View
4 Download

Altmetric

Share

More