A Natural Language Technology-enhanced Mobile Sales Assistant for In-store Shopping Situations
ISBN
978-952-60-3574-1
Type
conference paper
Date Issued
2011-06-11
Author(s)
Editor(s)
Tuunainen, Virpi
Nandhakumar, Joe
Rossi, Matti
Soliman, W.
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
Funding(s)
Language
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
Best Paper Award Nomination and Claudio Ciborra Award Nomination for innovation in Information Systems research
HSG Classification
contribution to scientific community
Refereed
Yes
Book title
Proceedings of the 19th European Conference on Information Systems
Publisher
AIS Association for Information Systems
Publisher place
Helsinki
Volume
Paper 142
Start page
12
Event Title
19th European Conference on Information Systems (ECIS) 2011
Event Location
Helsinki, Finland
Event Date
09.-11.06.2011
Official URL
Subject(s)
Division(s)
Eprints ID
72472
File(s)![Thumbnail Image]()
open.access
Name
Maass et al 2011 NLT-MSA.pdf
Size
3.39 MB
Format
Adobe PDF
Checksum (MD5)
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