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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: and

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Karlsruhe Institute of Technology (KIT)

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