Karlsruhe Institute of Technology (KIT) is a public research university and one of the largest research and educational institutions in Germany. The research group “Information Systems & Service Design” (ISSD) headed by Prof. Maedche focuses in research, education, and innovation on designing interactive intelligent systems. Positioned at the intersection of the fields of Information Systems and Human-Computer Interaction (HCI), the research group is widely recognized as one of the thought leaders in research on AI-powered digital assistants such as chatbots. In numerous lab experiments and field studies with known consumer brands, they have studied how users interact with chatbots, how different designs shape users’ expectations and behavior, and how organizations can benefit from introducing chatbots into customer service operations. Their most recent work and projects can be found here: https://chatbotresearch.com/ and https://issd.iism.kit.edu/.

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Karlsruhe Institute of Technology (KIT)

Ulrich Gnewuch is a researcher at the Karlsruhe Institute of Technology (KIT). His research focuses on how the anthropomorphic design of chatbots and voice assistants influences users’ perceptions and behavior in business interactions (e.g., in customer service or e-commerce). His initial interest in this research topic was sparked by attending the 2nd Chatbot Summit in Berlin in 2017 and listening to the many lively discussions about how “human-like” chatbots should be. Since then, he has conducted many studies in both laboratory and field settings to identify anthropomorphic or human-like cues of chatbots, understand their impact on user behavior (e.g., self-disclosure, decision-making), and provide design recommendations. In his research, he aims to bridge the gap between state-of-the-art chatbot technology and well-established theories from social psychology and interpersonal communication. Together with his colleagues, he founded chatbotresearch.com, a platform to facilitate joint projects and foster a continuous exchange between researchers and practitioners interested in the design of chatbots and voice assistants.

Researcher, Karlsruhe Institute of Technology (KIT)

Ulrich Gnewuch

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