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

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Co-creating for Context in the Transfer and Diffusion of IT (TDIT 2022)

Part of the book series: IFIP Advances in Information and Communication Technology ((IFIPAICT,volume 660))

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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.

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Author information

Authors and Affiliations

  1. Department of Information Systems, University of Agder, Universitetsveien 25, 4630, Kristiansand, Norway

    Polyxeni Vassilakopoulou & Ilias O. Pappas

  2. Department of Computer Science, Norwegian University of Science and Technology, Sem Saelandsvei 9, 7491, Trondheim, Norway

    Ilias O. Pappas

Authors
  1. Polyxeni Vassilakopoulou
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  2. Ilias O. Pappas
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Corresponding author

Correspondence to Polyxeni Vassilakopoulou .

Editor information

Editors and Affiliations

  1. Royal Holloway University of London, London, UK

    Amany Elbanna

  2. University of Maynooth, Maynooth, Ireland

    Shane McLoughlin

  3. Swansea University, Swansea, UK

    Yogesh K. Dwivedi

  4. University of Maynooth, Maynooth, Kildare, Ireland

    Brian Donnellan

  5. University of Nottingham, Nottingham, UK

    David Wastell

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Vassilakopoulou, P., Pappas, I.O. (2022). AI/Human Augmentation: A Study on Chatbot – Human Agent Handovers. In: Elbanna, A., McLoughlin, S., Dwivedi, Y.K., Donnellan, B., Wastell, D. (eds) Co-creating for Context in the Transfer and Diffusion of IT. TDIT 2022. IFIP Advances in Information and Communication Technology, vol 660. Springer, Cham. https://doi.org/10.1007/978-3-031-17968-6_8

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  • DOI: https://doi.org/10.1007/978-3-031-17968-6_8

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-17967-9

  • Online ISBN: 978-3-031-17968-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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