{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,25]],"date-time":"2026-03-25T19:17:41Z","timestamp":1774466261999,"version":"3.50.1"},"publisher-location":"Cham","reference-count":13,"publisher":"Springer International Publishing","isbn-type":[{"value":"9783031179679","type":"print"},{"value":"9783031179686","type":"electronic"}],"license":[{"start":{"date-parts":[[2022,1,1]],"date-time":"2022-01-01T00:00:00Z","timestamp":1640995200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springer.com\/tdm"},{"start":{"date-parts":[[2022,1,1]],"date-time":"2022-01-01T00:00:00Z","timestamp":1640995200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2022]]},"DOI":"10.1007\/978-3-031-17968-6_8","type":"book-chapter","created":{"date-parts":[[2022,10,1]],"date-time":"2022-10-01T05:03:19Z","timestamp":1664600599000},"page":"118-123","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":3,"title":["AI\/Human Augmentation: A Study on Chatbot \u2013 Human Agent Handovers"],"prefix":"10.1007","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-5947-4070","authenticated-orcid":false,"given":"Polyxeni","family":"Vassilakopoulou","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-7528-3488","authenticated-orcid":false,"given":"Ilias O.","family":"Pappas","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2022,10,2]]},"reference":[{"key":"8_CR1","volume-title":"Artificial Intelligence for Citizen Services and Government","author":"H Mehr","year":"2017","unstructured":"Mehr, H.: Artificial Intelligence for Citizen Services and Government. Ash Center for Democratic Governance and Innovation. Harvard Kennedy School, Cambridge, MA (2017)"},{"key":"8_CR2","doi-asserted-by":"publisher","first-page":"358","DOI":"10.1016\/j.giq.2018.10.001","volume":"36","author":"A Androutsopoulou","year":"2019","unstructured":"Androutsopoulou, A., Karacapilidis, N., Loukis, E., Charalabidis, Y.: Transforming the communication between citizens and government through AI-guided chatbots. Gov. Inf. Q. 36, 358\u2013367 (2019)","journal-title":"Gov. Inf. Q."},{"key":"8_CR3","first-page":"71","volume":"28","author":"P Vassilakopoulou","year":"2016","unstructured":"Vassilakopoulou, P., Grisot, M., Aanestad, M.: Enabling electronic interactions between patients and healthcare providers: a service design perspective. Scandinavian J. Inform. Syst. 28, 71\u201390 (2016)","journal-title":"Scandinavian J. Inform. Syst."},{"key":"8_CR4","unstructured":"Guzm\u00e1n, I., Pathania, A.: Chatbots in customer service. Accenture Technical Report (2016). www.accenture.com\/t00010101T000000__w__\/br-pt\/_acnmedia\/PDF-45\/Accenture-Chatbots-Customer-Service.pdf"},{"key":"8_CR5","doi-asserted-by":"crossref","unstructured":"Amershi, S., et al.: Guidelines for human-AI interaction. In: Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems, p. 3. ACM (2019)","DOI":"10.1145\/3290605.3300233"},{"key":"8_CR6","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"194","DOI":"10.1007\/978-3-030-01437-7_16","volume-title":"Internet Science","author":"A F\u00f8lstad","year":"2018","unstructured":"F\u00f8lstad, A., Nordheim, C.B., Bj\u00f8rkli, C.: What makes users trust a chatbot for customer service? An exploratory interview study. In: Bodrunova, S.S. (ed.) INSCI 2018. LNCS, vol. 11193, pp. 194\u2013208. Springer, Cham (2018). https:\/\/doi.org\/10.1007\/978-3-030-01437-7_16"},{"key":"8_CR7","unstructured":"Gartner: Gartner Says By 2020, Artificial Intelligence Will Create More Jobs Than It Eliminates (2017).\u00a0www.gartner.com\/en\/newsroom\/press-releases\/2017-12-13-gartner-says-by-2020-artificial-intelligence-will-create-more-jobs-than-it-eliminates"},{"key":"8_CR8","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1080\/0960085X.2022.2096490","volume":"33","author":"P Vassilakopoulou","year":"2022","unstructured":"Vassilakopoulou, P., Haug, A., Salvesen, L.M., Pappas, I.O.: Developing Human\/AI interactions for chat-based customer services: lessons learned from the Norwegian Government. Eur. J. Inform. Syst. 33, 1\u201313 (2022)","journal-title":"Eur. J. Inform. Syst."},{"key":"8_CR9","doi-asserted-by":"publisher","first-page":"495","DOI":"10.1080\/10447318.2020.1741118","volume":"36","author":"B Shneiderman","year":"2020","unstructured":"Shneiderman, B.: Human-centered artificial intelligence: reliable, safe & trustworthy. Int. J. Human-Comput. Interact. 36, 495\u2013504 (2020)","journal-title":"Int. J. Human-Comput. Interact."},{"key":"8_CR10","unstructured":"Norwegian Ministry of Local Government and Modernisation: National Strategy for Artificial Intelligence (2020). www.regjeringen.no\/contentassets\/1febbbb2c4fd4b7d92c67ddd353b6ae8\/en-gb\/pdfs\/ki-strategi_en.pdf"},{"key":"8_CR11","doi-asserted-by":"publisher","first-page":"227","DOI":"10.1016\/j.intcom.2005.05.003","volume":"18","author":"K Hone","year":"2006","unstructured":"Hone, K.: Empathic agents to reduce user frustration: the effects of varying agent characteristics. Interact. Comput. 18, 227\u2013245 (2006)","journal-title":"Interact. Comput."},{"key":"8_CR12","doi-asserted-by":"publisher","first-page":"479","DOI":"10.1080\/00140139.2018.1498136","volume":"62","author":"P Hancock","year":"2019","unstructured":"Hancock, P.: Some pitfalls in the promises of automated and autonomous vehicles. Ergonomics 62, 479\u2013495 (2019)","journal-title":"Ergonomics"},{"issue":"3","key":"8_CR13","doi-asserted-by":"publisher","first-page":"479","DOI":"10.1007\/s10257-018-0377-z","volume":"16","author":"IO Pappas","year":"2018","unstructured":"Pappas, I.O., Mikalef, P., Giannakos, M.N., Krogstie, J., Lekakos, G.: Big data and business analytics ecosystems: paving the way towards digital transformation and sustainable societies. IseB 16(3), 479\u2013491 (2018). https:\/\/doi.org\/10.1007\/s10257-018-0377-z","journal-title":"IseB"}],"container-title":["IFIP Advances in Information and Communication Technology","Co-creating for Context in the Transfer and Diffusion of IT"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-031-17968-6_8","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,10,1]],"date-time":"2022-10-01T05:06:45Z","timestamp":1664600805000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/978-3-031-17968-6_8"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2022]]},"ISBN":["9783031179679","9783031179686"],"references-count":13,"URL":"https:\/\/doi.org\/10.1007\/978-3-031-17968-6_8","relation":{},"ISSN":["1868-4238","1868-422X"],"issn-type":[{"value":"1868-4238","type":"print"},{"value":"1868-422X","type":"electronic"}],"subject":[],"published":{"date-parts":[[2022]]},"assertion":[{"value":"2 October 2022","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"TDIT","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"International Working Conference on Transfer and Diffusion of IT","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Maynooth","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Ireland","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2022","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"15 June 2022","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"16 June 2022","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"tdit2022","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"https:\/\/tag.ivi.ie\/ifip8-6-2022\/","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":"EasyChair","order":2,"name":"conference_management_system","label":"Conference Management System","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"60","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":"29","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":"10","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":"48% - 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":"1","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":"Yes","order":9,"name":"external_reviewers_involved","label":"External Reviewers Involved","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}}]}}