{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,10]],"date-time":"2026-03-10T15:34:15Z","timestamp":1773156855320,"version":"3.50.1"},"publisher-location":"Cham","reference-count":23,"publisher":"Springer Nature Switzerland","isbn-type":[{"value":"9783031358937","type":"print"},{"value":"9783031358944","type":"electronic"}],"license":[{"start":{"date-parts":[[2023,1,1]],"date-time":"2023-01-01T00:00:00Z","timestamp":1672531200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2023,1,1]],"date-time":"2023-01-01T00:00:00Z","timestamp":1672531200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2023]]},"DOI":"10.1007\/978-3-031-35894-4_5","type":"book-chapter","created":{"date-parts":[[2023,7,8]],"date-time":"2023-07-08T23:05:33Z","timestamp":1688857533000},"page":"68-87","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":5,"title":["Towards Human-Centered Design of AI Service Chatbots: Defining the Building Blocks"],"prefix":"10.1007","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-5997-0368","authenticated-orcid":false,"given":"Maria","family":"Hartikainen","sequence":"first","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-3565-6021","authenticated-orcid":false,"given":"Kaisa","family":"V\u00e4\u00e4n\u00e4nen","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2023,7,9]]},"reference":[{"issue":"2","key":"5_CR1","doi-asserted-by":"publisher","first-page":"427","DOI":"10.1007\/s12525-020-00414-7","volume":"31","author":"M Adam","year":"2020","unstructured":"Adam, M., Wessel, M., Benlian, A.: AI-based chatbots in customer service and their effects on user compliance. Electron. Mark. 31(2), 427\u2013445 (2020). https:\/\/doi.org\/10.1007\/s12525-020-00414-7","journal-title":"Electron. Mark."},{"key":"5_CR2","doi-asserted-by":"crossref","unstructured":"Adamopoulou, E., Moussiades, L.: Chatbots: History, technology, and applications. Mach. Learn. Appl. 2 (2020)","DOI":"10.1016\/j.mlwa.2020.100006"},{"key":"5_CR3","doi-asserted-by":"crossref","unstructured":"Aslam, W., Siddiqui, D.A., Arif, I., Farhat, K.: Chatbots in the frontline: drivers of acceptance. Kybernetes (ahead-of-print) (2022)","DOI":"10.1108\/K-11-2021-1119"},{"issue":"1","key":"5_CR4","doi-asserted-by":"publisher","first-page":"68","DOI":"10.1177\/1744987107081254","volume":"13","author":"M Birks","year":"2008","unstructured":"Birks, M., Chapman, Y., Francis, K.: Memoing in qualitative research: probing data and processes. J. Res. Nurs. 13(1), 68\u201375 (2008)","journal-title":"J. Res. Nurs."},{"key":"5_CR5","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"377","DOI":"10.1007\/978-3-319-70284-1_30","volume-title":"internet science","author":"PB Brandtzaeg","year":"2017","unstructured":"Brandtzaeg, P.B., F\u00f8lstad, A.: Why people use chatbots. In: Kompatsiaris, I. (ed.) INSCI 2017. LNCS, vol. 10673, pp. 377\u2013392. Springer, Cham (2017). https:\/\/doi.org\/10.1007\/978-3-319-70284-1_30"},{"issue":"4","key":"5_CR6","doi-asserted-by":"publisher","first-page":"592","DOI":"10.1080\/08838151.2020.1834296","volume":"64","author":"Y Cheng","year":"2020","unstructured":"Cheng, Y., Jiang, H.: How do AI-driven chatbots impact user experience? examining gratifications, perceived privacy risk, satisfaction, loyalty, and continued use. J. Broadcast. Electron. Media 64(4), 592\u2013614 (2020)","journal-title":"J. Broadcast. Electron. Media"},{"key":"5_CR7","unstructured":"Cooley, M.: Human-centered design. Inform. Des. 59\u201381 (2000)"},{"key":"5_CR8","doi-asserted-by":"publisher","unstructured":"F\u00f8lstad, A., Skjuve, M., Brandtzaeg, P.B.: Different chatbots for different purposes: towards a typology of chatbots to understand interaction design. In: Internet Science. INSCI 2018. Lecture Notes in Computer Science, vol. 11551. Springer, Cham (2019). https:\/\/doi.org\/10.1007\/978-3-030-17705-8_13","DOI":"10.1007\/978-3-030-17705-8_13"},{"key":"5_CR9","doi-asserted-by":"crossref","unstructured":"F\u00f8lstad, A., Skjuve, M.: Chatbots for customer service: user experience and motivation. In: Proceedings of the 1st International Conference on Conversational User Interfaces 2019, pp. 1\u20139, 22 August 2019","DOI":"10.1145\/3342775.3342784"},{"key":"5_CR10","doi-asserted-by":"crossref","unstructured":"Grudin, J., Jacques, R.: Chatbots, humbots, and the quest for artificial general intelligence. In: Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems, pp. 1\u201311 (2019)","DOI":"10.1145\/3290605.3300439"},{"key":"5_CR11","doi-asserted-by":"crossref","unstructured":"Haugeland, I.K., F\u00f8lstad, A., Taylor, C., Bj\u00f8rkli, C.A.: Understanding the user experience of customer service chatbots: an experimental study of chatbot interaction design. Int. J. Hum.-Comput. Stud. 161, 102788 (2022)","DOI":"10.1016\/j.ijhcs.2022.102788"},{"key":"5_CR12","doi-asserted-by":"crossref","unstructured":"Hartikainen, M., V\u00e4\u00e4n\u00e4nen, K., Lehti\u00f6, A., Ala-Luopa, S., Olsson, T.: Human-centered AI design in reality: a study of developer companies\u2019 practices: a study of developer companies\u2019 practices. In: Nordic Human-Computer Interaction Conference, pp. 1\u201311 (2022)","DOI":"10.1145\/3546155.3546677"},{"key":"5_CR13","doi-asserted-by":"publisher","unstructured":"Hussain, S., Ameri Sianaki, O., Ababneh, N.: A survey on conversational agents\/chatbots classification and design techniques. In: Barolli, L., Takizawa, M., Xhafa, F., Enokido, T. (eds.) Web, Artificial Intelligence and Network Applications. WAINA 2019. Advances in Intelligent Systems and Computing, vol. 927. Springer, Cham (2019). https:\/\/doi.org\/10.1007\/978-3-030-15035-8_93","DOI":"10.1007\/978-3-030-15035-8_93"},{"key":"5_CR14","unstructured":"ISO 9241-210:2019. https:\/\/www.iso.org\/standard\/77520.html. Accessed 2 Nov 2022"},{"key":"5_CR15","doi-asserted-by":"crossref","unstructured":"Kvale, K., Freddi, E., Hodnebrog, S., Sell, O.A., F\u00f8lstad, A.: Understanding the user experience of customer service chatbots: what can we learn from customer satisfaction surveys?. In: Chatbot Research and Design: 4th International Workshop, CONVERSATIONS 2020, Virtual Event, 23\u201324 November 2020","DOI":"10.1007\/978-3-030-68288-0_14"},{"key":"5_CR16","doi-asserted-by":"publisher","unstructured":"Mygland, M.J., Schibbye, M., Pappas, I.O., Vassilakopoulou, P.: Affordances in human-chatbot interaction: a review of the literature. In: Dennehy, D., Griva, A., Pouloudi, N., Dwivedi, Y.K., Pappas, I., M\u00e4ntym\u00e4ki, M. (eds.) Responsible AI and Analytics for an Ethical and Inclusive Digitized Society. I3E 2021. Lecture Notes in Computer Science, vol. 12896. Springer, Cham (2021). https:\/\/doi.org\/10.1007\/978-3-030-85447-8_1","DOI":"10.1007\/978-3-030-85447-8_1"},{"key":"5_CR17","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhcs.2021.102630","volume":"151","author":"A Rapp","year":"2021","unstructured":"Rapp, A., Curti, L., Boldi, A.: The human side of human-chatbot interaction: a systematic literature review of ten years of research on text-based chatbots. Int. J. Hum Comput Stud. 151, 102630 (2021)","journal-title":"Int. J. Hum Comput Stud."},{"issue":"2","key":"5_CR18","doi-asserted-by":"publisher","first-page":"117","DOI":"10.1080\/17404622.2018.1536794","volume":"33","author":"KM Scharp","year":"2019","unstructured":"Scharp, K.M., Sanders, M.L.: What is a theme? teaching thematic analysis in qualitative communication research methods. Commun. Teach. 33(2), 117\u2013121 (2019)","journal-title":"Commun. Teach."},{"key":"5_CR19","doi-asserted-by":"publisher","first-page":"333","DOI":"10.1016\/j.jbusres.2019.07.039","volume":"104","author":"H Snyder","year":"2019","unstructured":"Snyder, H.: Literature review as a research methodology: an overview and guidelines. J. Bus. Res. 104, 333\u2013339 (2019)","journal-title":"J. Bus. Res."},{"key":"5_CR20","unstructured":"Stoilova, E.: AI chatbots as a customer service and support tool. ROBONOMICS J. Autom. Econ. 16, 2\u201321 (2021)"},{"key":"5_CR21","doi-asserted-by":"publisher","DOI":"10.1016\/j.eswa.2021.115461","volume":"184","author":"SM Suhaili","year":"2021","unstructured":"Suhaili, S.M., Salim, N., Jambli, M.N.: Service chatbots: a systematic review. Expert Syst. Appl. 184, 115461 (2021)","journal-title":"Expert Syst. Appl."},{"issue":"3","key":"5_CR22","doi-asserted-by":"crossref","first-page":"733","DOI":"10.1002\/nop2.275","volume":"6","author":"AJ Sundler","year":"2019","unstructured":"Sundler, A.J., Lindberg, E., Nilsson, C., Palm\u00e9r, L.: Qualitative thematic analysis based on descriptive phenomenology. Nurs. Open 6(3), 733\u2013739 (2019)","journal-title":"Nurs. Open"},{"key":"5_CR23","series-title":"Lecture Notes in Computer Science","doi-asserted-by":"publisher","first-page":"190","DOI":"10.1007\/978-3-030-68288-0_13","volume-title":"Chatbot Research and Design","author":"MJ van der Goot","year":"2021","unstructured":"van der Goot, M.J., Hafkamp, L., Dankfort, Z.: Customer service chatbots: a qualitative interview study into the communication journey of customers. In: F\u00f8lstad, A., Araujo, T., Papadopoulos, S., Law, E.-C., Luger, E., Goodwin, M., Brandtzaeg, P.B. (eds.) CONVERSATIONS 2020. LNCS, vol. 12604, pp. 190\u2013204. Springer, Cham (2021). https:\/\/doi.org\/10.1007\/978-3-030-68288-0_13"}],"container-title":["Lecture Notes in Computer Science","Artificial Intelligence in HCI"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-031-35894-4_5","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,12,16]],"date-time":"2023-12-16T18:22:09Z","timestamp":1702750929000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/978-3-031-35894-4_5"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023]]},"ISBN":["9783031358937","9783031358944"],"references-count":23,"URL":"https:\/\/doi.org\/10.1007\/978-3-031-35894-4_5","relation":{},"ISSN":["0302-9743","1611-3349"],"issn-type":[{"value":"0302-9743","type":"print"},{"value":"1611-3349","type":"electronic"}],"subject":[],"published":{"date-parts":[[2023]]},"assertion":[{"value":"9 July 2023","order":1,"name":"first_online","label":"First Online","group":{"name":"ChapterHistory","label":"Chapter History"}},{"value":"HCII","order":1,"name":"conference_acronym","label":"Conference Acronym","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"International Conference on Human-Computer Interaction","order":2,"name":"conference_name","label":"Conference Name","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Copenhagen","order":3,"name":"conference_city","label":"Conference City","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Denmark","order":4,"name":"conference_country","label":"Conference Country","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"2023","order":5,"name":"conference_year","label":"Conference Year","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"23 July 2023","order":7,"name":"conference_start_date","label":"Conference Start Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"28 July 2023","order":8,"name":"conference_end_date","label":"Conference End Date","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"25","order":9,"name":"conference_number","label":"Conference Number","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"hcii2023","order":10,"name":"conference_id","label":"Conference ID","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"https:\/\/2023.hci.international\/","order":11,"name":"conference_url","label":"Conference URL","group":{"name":"ConferenceInfo","label":"Conference Information"}},{"value":"Single-blind","order":1,"name":"type","label":"Type","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"CMS","order":2,"name":"conference_management_system","label":"Conference Management System","group":{"name":"ConfEventPeerReviewInformation","label":"Peer Review Information (provided by the conference organizers)"}},{"value":"7472","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":"1578","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":"396","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":"21% - 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":"2","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":"2","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)"}}]}}