{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,17]],"date-time":"2026-02-17T12:22:46Z","timestamp":1771330966955,"version":"3.50.1"},"publisher-location":"Cham","reference-count":47,"publisher":"Springer International Publishing","isbn-type":[{"value":"9783030374938","type":"print"},{"value":"9783030374945","type":"electronic"}],"license":[{"start":{"date-parts":[[2019,1,1]],"date-time":"2019-01-01T00:00:00Z","timestamp":1546300800000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2019]]},"DOI":"10.1007\/978-3-030-37494-5_17","type":"book-chapter","created":{"date-parts":[[2019,12,14]],"date-time":"2019-12-14T15:02:38Z","timestamp":1576335758000},"page":"338-362","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":12,"title":["Conversational Agents for Insurance Companies: From Theory to Practice"],"prefix":"10.1007","author":[{"given":"Falko","family":"Koetter","sequence":"first","affiliation":[]},{"given":"Matthias","family":"Blohm","sequence":"additional","affiliation":[]},{"given":"Jens","family":"Drawehn","sequence":"additional","affiliation":[]},{"given":"Monika","family":"Kochanowski","sequence":"additional","affiliation":[]},{"given":"Joscha","family":"Goetzer","sequence":"additional","affiliation":[]},{"given":"Daniel","family":"Graziotin","sequence":"additional","affiliation":[]},{"given":"Stefan","family":"Wagner","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2019,12,15]]},"reference":[{"key":"17_CR1","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-04321-5","volume-title":"Informationsverarbeitung in Versicherungsunternehmen","author":"M Aschenbrenner","year":"2010","unstructured":"Aschenbrenner, M., Dicke, R., Karnarski, B., Schweiggert, F.: Informationsverarbeitung in Versicherungsunternehmen. Springer, Heidelberg (2010). https:\/\/doi.org\/10.1007\/978-3-642-04321-5"},{"key":"17_CR2","doi-asserted-by":"publisher","unstructured":"Blohm, M., Dukino, C., Kintz, M., Kochanowski, M., Koetter, F., Renner, T.: Towards a privacy compliant cloud architecture for natural language processing platforms. In: Proceedings of the 21st International Conference on Enterprise Information Systems, ICEIS, vol. 1, pp. 454\u2013461. INSTICC. SciTePress (2019). https:\/\/doi.org\/10.5220\/0007746204540461","DOI":"10.5220\/0007746204540461"},{"key":"17_CR3","unstructured":"Briscoe, G., Mulligan, C.: Digital innovation: the Hackathon phenomenon (2014). http:\/\/www.creativeworkslondon.org.uk\/wp-content\/uploads\/2013\/11\/Digital-Innovation-The-Hackathon-Phenomenon1.pdf"},{"key":"17_CR4","unstructured":"Cahn, J.: CHATBOT: Architecture, Design, & Development (2017)"},{"key":"17_CR5","unstructured":"Carpenter, R.: Cleverbot (2018). https:\/\/www.cleverbot.com\/"},{"key":"17_CR6","doi-asserted-by":"crossref","unstructured":"Chu, S.W., O\u2019Neill, I., Hanna, P., McTear, M.: An approach to multi-strategy dialogue management. In: Ninth European Conference on Speech Communication and Technology, pp. 865\u2013868 (2005)","DOI":"10.21437\/Interspeech.2005-394"},{"key":"17_CR7","unstructured":"Cooper, R.S., McElroy, J.F., Rolandi, W., Sanders, D., Ulmer, R.M., Peebles, E.: Personal virtual assistant. US Patent 7,415,100, 19 August 2008"},{"issue":"5","key":"17_CR8","doi-asserted-by":"publisher","first-page":"811","DOI":"10.1017\/S1351324916000243","volume":"22","author":"R Dale","year":"2016","unstructured":"Dale, R.: Industry watch: the return of the Chatbots. Nat. Lang. Eng. 22(5), 811\u2013817 (2016)","journal-title":"Nat. Lang. Eng."},{"key":"17_CR9","unstructured":"Davydova, O.: 25 Chatbot platforms: a comparative table (2017). https:\/\/chatbotsjournal.com\/25-chatbot-platforms-a-comparative-table-aeefc932eaff"},{"key":"17_CR10","unstructured":"Derler, R.: Chatbot vs. app vs. website - chatbots magazine, December 2017. https:\/\/chatbotsmagazine.com\/chatbot-vs-app-vs-website-en-e0027e46c983"},{"key":"17_CR11","unstructured":"Eeuwen, M.: Mobile conversational commerce: messenger Chatbots as the next interface between businesses and consumers. Master\u2019s thesis, University of Twente (2017)"},{"key":"17_CR12","unstructured":"Fannin, T., Brower, B.: 2017 future of claims study. Tech. rep. LexisNexis (2017)"},{"key":"17_CR13","unstructured":"Gartner: Market trends: mobile app adoption matures as usage mellows (2015). https:\/\/www.gartner.com\/newsroom\/id\/3018618"},{"key":"17_CR14","unstructured":"GDV: Verhaltensregeln f\u00fcr den Umgang mit personenbezogenen Daten durch die deutsche Versicherungswirtschaft (2012). http:\/\/www.gdv.de\/wp-content\/uploads\/2013\/03\/GDV_Code-of-Conduct_Datenschutz_2012.pdf . datum des Aufrufes des Dokumentes: 11.02.2015"},{"key":"17_CR15","unstructured":"Gorr, D.: Ein Versicherungsroboter f\u00fcr gewisse Stunden. Versicherungswirtschaft Heute (2018). http:\/\/versicherungswirtschaft-heute.de\/schlaglicht\/ein-versicherungsroboter-fur-gewisse-stunden\/"},{"key":"17_CR16","unstructured":"Guzm\u00e1n, I., Pathania, A.: Chatbots in customer service. Tech. rep. Accenture (2016)"},{"key":"17_CR17","unstructured":"Harkous, H., Fawaz, K., Shin, K.G., Aberer, K.: Pribots: conversational privacy with Chatbots. In: Twelth Symposium on Usable Privacy and Security (SOUPS 2016). USENIX Association, Denver, CO (2016). https:\/\/www.usenix.org\/conference\/soups2016\/workshop-program\/wfpn\/presentation\/harkous"},{"key":"17_CR18","volume-title":"Projekt openXchange: Servicenetzwerk zur effizienten Abwicklung und Optimierung von Regulierungsprozessen bei Sachsch\u00e4den","author":"A Horch","year":"2012","unstructured":"Horch, A., Kintz, M., Koetter, F., Renner, T., Weidmann, M., Ziegler, C.: Projekt openXchange: Servicenetzwerk zur effizienten Abwicklung und Optimierung von Regulierungsprozessen bei Sachsch\u00e4den. Fraunhofer Verlag, Stuttgart (2012)"},{"key":"17_CR19","unstructured":"Inc, S.: Most popular messaging apps (2018). https:\/\/www.statista.com\/statistics\/258749\/most-popular-global-mobile-messenger-apps\/"},{"key":"17_CR20","unstructured":"Kamarinou, D., Millard, C., Singh, J.: Machine learning with personal data. Queen Mary School of Law Legal Studies Research Paper, no. 247 (2016)"},{"key":"17_CR21","unstructured":"Kasper, H.: Hack deine versicherungs-innovation: 4 Chatbots in 4 tagen (2018). https:\/\/blog.iao.fraunhofer.de\/hack-deine-versicherungs-innovation-4-chatbots-in-4-tagen\/"},{"key":"17_CR22","doi-asserted-by":"publisher","DOI":"10.5772\/7741","volume-title":"Human-Computer Interaction","author":"J Kirakowski","year":"2009","unstructured":"Kirakowski, J., O\u2019Donnell, P., Yiu, A.: Establishing the hallmarks of a convincing chatbot-human dialogue. In: Maurtua, I. (ed.) Human-Computer Interaction. InTech, Rijeka (2009). https:\/\/doi.org\/10.5772\/7741"},{"key":"17_CR23","doi-asserted-by":"publisher","unstructured":"Koetter, F., Blohm, M., Kochanowski, M., Goetzer, J., Graziotin, D., Wagner, S.: Motivations, classification and model trial of conversational agents for insurance companies. In: Rocha, A.P., Steels, L., van den Herik, J. (eds.) Proceedings of the 11th International Conference on Agents and Artificial Intelligence, ICAART 2019, Volume 1, Prague, Czech Republic, 19\u201321 February 2019, pp. 19\u201330. SciTePress (2019). https:\/\/doi.org\/10.5220\/0007252100190030","DOI":"10.5220\/0007252100190030"},{"key":"17_CR24","doi-asserted-by":"crossref","unstructured":"Koetter, F., Weisbecker, A., Renner, T.: Business process optimization in cross-company service networks: architecture and maturity model. In: 2012 Annual SRII Global Conference (SRII), pp. 715\u2013724. IEEE (2012)","DOI":"10.1109\/SRII.2012.84"},{"key":"17_CR25","unstructured":"Kowatsch, T., et al.: Text-based healthcare Chatbots supporting patient and health professional teams: preliminary results of a randomized controlled trial on childhood obesity. In: Persuasive Embodied Agents for Behavior Change (PEACH2017). ETH Zurich (2017)"},{"key":"17_CR26","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-319-32967-3","volume-title":"The Conversational Interface","author":"M McTear","year":"2016","unstructured":"McTear, M., Callejas, Z., Griol, D.: The Conversational Interface. Springer, Cham (2016). https:\/\/doi.org\/10.1007\/978-3-319-32967-3"},{"key":"17_CR27","unstructured":"Mohajer Soltani, P., Pessi, K., Ahlin, K., Wernered, I.: Hackathon - a method for digital innovative success: a comparative descriptive study. In: Proceedings of the 8th European Conference on Information Management and Evaluation, ECIME 2014, September 2014"},{"key":"17_CR28","unstructured":"Newlands, M.: 10 ways AI and Chatbots reduce business risks. https:\/\/www.entrepreneur.com\/article\/305073 (2017)"},{"key":"17_CR29","doi-asserted-by":"crossref","unstructured":"Nguyen, A., Wobcke, W.: An agent-based approach to dialogue management in personal assistants. In: Proceedings of the 10th International Conference on Intelligent User Interfaces, pp. 137\u2013144. ACM (2005)","DOI":"10.1145\/1040830.1040865"},{"key":"17_CR30","unstructured":"Niddam, M., Barsley, N., Gard, J.C., Cotroneo, U.: Evolution and revolution: how insurers stay relevant in a digital future (2014). https:\/\/www.bcg.com\/publications\/2014\/insurance-technology-strategy-evolution-revolution-how-insurers-stay-relevant-digital-world.aspx"},{"key":"17_CR31","unstructured":"Nordman, E., DeFrain, K., Hall, S.N., Karapiperis, D., Obersteadt, A.: How artificial intelligence is changing the insurance industry (2017)"},{"key":"17_CR32","unstructured":"Pohl, V., Kasper, H., Kochanowski, M., Renner, T.: Zukunftsstudie 2027 #ichinzehnjahren (2017). http:\/\/s.fhg.de\/zukunft2027 . (in german)"},{"key":"17_CR33","unstructured":"Power, J.D.: 2017 U.S. auto claims satisfaction study (2017). http:\/\/www.jdpower.com\/resource\/jd-power-us-auto-claims-satisfaction-study"},{"key":"17_CR34","unstructured":"Radziwill, N., Benton, M.: Evaluating quality of Chatbots and intelligent conversational agents. arXiv preprint arXiv:1704.04579 (2017)"},{"key":"17_CR35","unstructured":"Renner, T., Kochanowski, M.: Innovationsnetzwerk digitalisierung f\u00fcr versicherungen (2018). http:\/\/s.fhg.de\/innonetz . (in German)"},{"key":"17_CR36","doi-asserted-by":"publisher","unstructured":"Rosell, B., Kumar, S., Shepherd, J.: Unleashing innovation through internal hackathons, pp. 1\u20138, May 2014. https:\/\/doi.org\/10.1109\/InnoTek.2014.6877369","DOI":"10.1109\/InnoTek.2014.6877369"},{"key":"17_CR37","unstructured":"Rudnicky, A., Xu, W.: An agenda-based dialog management architecture for spoken language systems. In: IEEE Automatic Speech Recognition and Understanding Workshop, vol. 13 (1999)"},{"key":"17_CR38","unstructured":"Schippers, B.: App fatigue (2016). https:\/\/techcrunch.com\/2016\/02\/03\/app-fatigue\/"},{"key":"17_CR39","volume-title":"Statistisches Taschenbuch der Versicherungswirtschaft","author":"P Schwark","year":"2014","unstructured":"Schwark, P., Theis, A.: Statistisches Taschenbuch der Versicherungswirtschaft. Gesamtverband der Deutschen Versicherungswirtschaft (GDV), Berlin (2014)"},{"key":"17_CR40","unstructured":"S\u00f6rensen, I.: Expectations on Chatbots among novice users during the onboarding process (2017). http:\/\/urn.kb.se\/resolve?urn=urn:nbn:se:kth:diva-202710"},{"key":"17_CR41","unstructured":"Spierling, U.: Interactive digital storytelling: towards a hybrid conceptual approach. In: Worlds in Play: International Perspectives on Digital Games Research (2005)"},{"key":"17_CR42","doi-asserted-by":"publisher","first-page":"3","DOI":"10.1007\/978-3-658-05974-3_1","volume-title":"Change Management in Versicherungsunternehmen","author":"A Stange","year":"2015","unstructured":"Stange, A., Reich, N.: Die Zukunft der deutschen Assekuranz: chancenreich und doch ungewiss. In: Zimmermann, G. (ed.) Change Management in Versicherungsunternehmen, pp. 3\u20139. Springer, Wiesbaden (2015). https:\/\/doi.org\/10.1007\/978-3-658-05974-3_1"},{"key":"17_CR43","doi-asserted-by":"publisher","first-page":"325","DOI":"10.1007\/978-94-010-0019-2_15","volume-title":"Text, Speech and Language Technology","author":"David R. Traum","year":"2003","unstructured":"Traum, D.R., Larsson, S.: The information state approach to dialogue management. In: van Kuppevelt, J., Smith, R.W. (eds.) Current and new directions in discourse and dialogue, pp. 325\u2013353. Springer, Dordrecht (2003). https:\/\/doi.org\/10.1007\/978-94-010-0019-2_15"},{"key":"17_CR44","unstructured":"Weindelt, B.: Digital transformation of industries. Tech. rep. World Economic Forum and Accenture (2016)"},{"issue":"1","key":"17_CR45","doi-asserted-by":"publisher","first-page":"36","DOI":"10.1145\/365153.365168","volume":"9","author":"J Weizenbaum","year":"1966","unstructured":"Weizenbaum, J.: Eliza - a computer program for the study of natural language communication between man and machine. Commun. ACM 9(1), 36\u201345 (1966). https:\/\/doi.org\/10.1145\/365153.365168","journal-title":"Commun. ACM"},{"key":"17_CR46","first-page":"143","volume":"2","author":"A Yacoubi","year":"2018","unstructured":"Yacoubi, A., Sabouret, N.: Teatime: a formal model of action tendencies in conversational agents. ICAART 2, 143\u2013153 (2018)","journal-title":"ICAART"},{"key":"17_CR47","doi-asserted-by":"publisher","first-page":"11","DOI":"10.1007\/978-3-658-05974-3_2","volume-title":"Change Management in Versicherungsunternehmen","author":"G Zimmermann","year":"2015","unstructured":"Zimmermann, G., Richter, S.-L.: Gr\u00fcnde f\u00fcr die Ver\u00e4nderungsaversion deutscher Versicherungsunternehmen. In: Zimmermann, G. (ed.) Change Management in Versicherungsunternehmen, pp. 11\u201335. Springer, Wiesbaden (2015). https:\/\/doi.org\/10.1007\/978-3-658-05974-3_2"}],"container-title":["Lecture Notes in Computer Science","Agents and Artificial Intelligence"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-030-37494-5_17","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,10,8]],"date-time":"2022-10-08T13:19:48Z","timestamp":1665235188000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-030-37494-5_17"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2019]]},"ISBN":["9783030374938","9783030374945"],"references-count":47,"URL":"https:\/\/doi.org\/10.1007\/978-3-030-37494-5_17","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"value":"0302-9743","type":"print"},{"value":"1611-3349","type":"electronic"}],"subject":[],"published":{"date-parts":[[2019]]},"assertion":[{"value":"15 December 2019","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"ICAART","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"International Conference on Agents and Artificial Intelligence","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Prague","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Czech Republic","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2019","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"19 February 2019","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"21 February 2019","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"11","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"icaart2019","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"http:\/\/www.icaart.org\/","order":11,"name":"conference_url","label":"Conference URL","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Double-blind","order":1,"name":"type","label":"Type","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"PRIMORIS","order":2,"name":"conference_management_system","label":"Conference Management System","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"202","order":3,"name":"number_of_submissions_sent_for_review","label":"Number of Submissions Sent for Review","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"46","order":4,"name":"number_of_full_papers_accepted","label":"Number of Full Papers Accepted","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"66","order":5,"name":"number_of_short_papers_accepted","label":"Number of Short Papers Accepted","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"23% - The value is computed by the equation \"Number of Full Papers Accepted \/ Number of Submissions Sent for Review * 100\" and then rounded to a whole number.","order":6,"name":"acceptance_rate_of_full_papers","label":"Acceptance Rate of Full Papers","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"3","order":7,"name":"average_number_of_reviews_per_paper","label":"Average Number of Reviews per Paper","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"4","order":8,"name":"average_number_of_papers_per_reviewer","label":"Average Number of Papers per Reviewer","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"No","order":9,"name":"external_reviewers_involved","label":"External Reviewers Involved","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"36 poster papers were also accepted. 17 of the 46 accepted full papers are included in LNAI 11978.","order":10,"name":"additional_info_on_review_process","label":"Additional Info on Review Process","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}}]}}