University of St.Gallen
research platform alexandria
search publications
browse publications
by person
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
 
by year

A Natural Language Technology-enhanced Mobile Sales Assistant for In-store Shopping Situations

Wolfgang Maass, Tobias Kowatsch, Sabine Janzen & Upkar Varshney

abstract Sales talks between customers and sales personnel are efficient and preferred means for exchanging information that is relevant for purchase decisions on non-commodity products. Dialogs used in sales talks are governed by complex and in many respects conflicting intentions on both sides. While previous Decision Support Systems (DSS) are designed by the principle of congruent intentions of communication partners, we present an approach that extends this by congruent and opposing intentions of communication partners. We use a design methodology for dialog-based purchase DSS that use Natural Language Technologies (NLT) for dynamically creating question-answer-based sales dialogs. It is first shown how dialog schemata are obtained by a field study and evaluated by subjects. In the second part, these schemata are integrated in a Natural Language Technology-enhanced Mobile Sales Assistant (NLT-MSA). The role of NLT-MSA is to take the position of a sales person with the task to balance congruent and conflicting intentions during sales dialogs. Results of a lab experiment (n=54) are discussed by which the use of a NLT-MSA prototype in sales situations were tested. As part of this study, test persons rated application domains for NLT-MSA that will guide future field experiments in the large
   
type conference paper (English)
   
keywords Dialog-based HCI, decision support system, customer behavior, empirical study, diffusion of innovation, mobile application

Best Paper Award Nomination and Claudio Ciborra Award Nomination for innovation in Information Systems research
   
project Interactive Knowledge Stack (IKS)
name of conference 19th European Conference on Information Systems (ECIS) (Helsinki, Finland)
date of conference 11-6-2011
title of proceedings ECIS 2011 Proceedings
page(s) 12
volume / edition Paper 142
publisher AIS Association for Information Systems (Atlanta)
review double-blind review
   
citation Maass, W., Kowatsch, T., Janzen, S., & Varshney, U. (2011). A Natural Language Technology-enhanced Mobile Sales Assistant for In-store Shopping Situations. In ECIS 2011 Proceedings, Paper 142, pp.12. Atlanta: AIS Association for Information Systems.