Naim Zierau
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Dr.
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Zierau
First name
Naim
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naim.zierau@unisg.ch
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+41 71 224 3237

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Designing Conversational Evaluation Tools: A Comparison of Text and Voice Modalities to Improve Response Quality in Course Evaluations

2022-11-11 , Wambsganss, Thiemo , Zierau, Naim , Söllner, Matthias , Käser, Tanja , Koedinger, Kenneth R. , Leimeister, Jan Marco

Conversational agents (CAs) provide opportunities for improving the interaction in evaluation surveys. To investigate if and how a user-centered conversational evaluation tool impacts users' response quality and their experience, we build EVA - a novel conversational course evaluation tool for educational scenarios. In a field experiment with 128 students, we compared EVA against a static web survey. Our results confirm prior findings from literature about the positive effect of conversational evaluation tools in the domain of education. Second, we then investigate the differences between a voice-based and text-based conversational human-computer interaction of EVA in the same experimental set-up. Against our prior expectation, the students of the voice-based interaction answered with higher information quality but with lower quantity of information compared to the text-based modality. Our findings indicate that using a conversational CA (voice and text-based) results in a higher response quality and user experience compared to a static web survey interface.

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The Influence of AI-Based Chatbots and Their Design on Users’ Trust and Information Sharing in Online Loan Applications

2021-01-08 , Zierau, Naim , Flock, Korbinian , Janson, Andreas , Söllner, Matthias , Leimeister, Jan Marco

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Towards Developing Trust-Supporting Design Features for AI-Based Chatbots in Customer Service

, Zierau, Naim , Hausch, Michael , Bruhin, Olivia , Söllner, Matthias

Chatbots are predicted to play a key role in customer service based on recent advances in the area of Artificial Intelligence (AI). However, a lack of user trust impedes the wide- spread adaption of AI-based chatbots. Still, there is a lack of systematically derived design knowledge concerning user trust in those agents. In this short paper, we report on the first steps of our design science research project on which design principles are relevant for building trust in chatbots. Based on trust literature and user interviews, we propose preliminary requirements and design principles for trust-enhancing design features for chatbots in customer service. Furthermore, we present a first instantiation of those principles. These insights will support researchers and practitioners to better understand how user trust in chatbots can be systematically built to increase adoption and usage.

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Trust in Smart Personal Assistants: A Systematic Literature Review and Development of a Research Agenda

2020-03-09 , Zierau, Naim , Engel, Christian , Söllner, Matthias , Leimeister, Jan Marco

Smart Personal Assistants (SPA) fundamentally influence the way individuals perform tasks, use services and interact with organizations. They thus bear an immense economic and societal potential. However, a lack of trust - rooted in perceptions of uncertainty and risk - when interacting with intelligent computer agents can inhibit their adoption. In this paper, we conduct a systematic literature review to investigate the state of knowledge on trust in SPAs. Based on a concept-centric analysis of 50 papers, we derive three distinct research perspectives that constitute this nascent field: user interface-driven, interaction-driven, and explanation-driven trust in SPAs. Building on the results of our analysis, we develop a research agenda to spark and guide future research surrounding trust in SPAs. Ultimately, this paper intends to contribute to the body of knowledge of trust in artificial intelligence-based systems, specifically SPAs. It does so by proposing a novel framework mapping out their relationship.

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Ethical Design of Conversational Agents: Towards Principles for a Value-Sensitive Design

2021-03 , Wambsganss, Thiemo , Höch, Anne , Zierau, Naim , Söllner, Matthias

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