{"id":"https://openalex.org/W3127878709","doi":"https://doi.org/10.1007/978-3-030-68288-0_13","title":"Customer Service Chatbots: A Qualitative Interview Study into the Communication Journey of Customers","display_name":"Customer Service Chatbots: A Qualitative Interview Study into the Communication Journey of Customers","publication_year":2021,"publication_date":"2021-01-01","ids":{"openalex":"https://openalex.org/W3127878709","doi":"https://doi.org/10.1007/978-3-030-68288-0_13","mag":"3127878709"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-68288-0_13","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-68288-0_13","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://handle.uba.uva.nl/personal/pure/en/publications/customer-service-chatbots-a-qualitative-interview-study-into-the-communication-journey-of-customers(39e1a9ef-a0b9-4f04-8fcb-b7a821b19508).html","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5083023153","display_name":"Margot J. van der Goot","orcid":"https://orcid.org/0000-0001-6904-6515"},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Margot J. van der Goot","raw_affiliation_strings":["Amsterdam School of Communication Research (ASCoR), Nieuwe Achtergracht 166, 1018 WV, Amsterdam, The Netherlands"],"raw_orcid":"https://orcid.org/0000-0001-6904-6515","affiliations":[{"raw_affiliation_string":"Amsterdam School of Communication Research (ASCoR), Nieuwe Achtergracht 166, 1018 WV, Amsterdam, The Netherlands","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5026239706","display_name":"Laura Hafkamp","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Laura Hafkamp","raw_affiliation_strings":["Ruigrok Netpanel, Silodam 1A, 1013 AL, Amsterdam, The Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Ruigrok Netpanel, Silodam 1A, 1013 AL, Amsterdam, The Netherlands","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5073707418","display_name":"Zo\u00eb Dankfort","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Zo\u00eb Dankfort","raw_affiliation_strings":["Ruigrok Netpanel, Silodam 1A, 1013 AL, Amsterdam, The Netherlands"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Ruigrok Netpanel, Silodam 1A, 1013 AL, Amsterdam, The Netherlands","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5083023153"],"corresponding_institution_ids":[],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":9.6939,"has_fulltext":true,"cited_by_count":37,"citation_normalized_percentile":{"value":0.98609401,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"190","last_page":"204"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9855999946594238,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10709","display_name":"Social Robot Interaction and HRI","score":0.9833999872207642,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.9192922115325928},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.7080442309379578},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6057851314544678},{"id":"https://openalex.org/keywords/sample","display_name":"Sample (material)","score":0.5385113954544067},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5371584892272949},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.49601873755455017},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.48271581530570984},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.363506555557251},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.35567259788513184},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.2494969367980957},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.24123290181159973},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.18851441144943237},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.15331169962882996}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.9192922115325928},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.7080442309379578},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6057851314544678},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.5385113954544067},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5371584892272949},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.49601873755455017},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.48271581530570984},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.363506555557251},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.35567259788513184},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.2494969367980957},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.24123290181159973},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.18851441144943237},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.15331169962882996},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0}],"mesh":[],"locations_count":7,"locations":[{"id":"doi:10.1007/978-3-030-68288-0_13","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-68288-0_13","pdf_url":null,"source":{"id":"https://openalex.org/S106296714","display_name":"Lecture notes in computer science","issn_l":"0302-9743","issn":["0302-9743","1611-3349"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Computer Science","raw_type":"book-chapter"},{"id":"pmh:oai:dare.uva.nl:openaire_cris_publications/39e1a9ef-a0b9-4f04-8fcb-b7a821b19508","is_oa":true,"landing_page_url":"https://handle.uba.uva.nl/personal/pure/en/publications/customer-service-chatbots-a-qualitative-interview-study-into-the-communication-journey-of-customers(39e1a9ef-a0b9-4f04-8fcb-b7a821b19508).html","pdf_url":null,"source":{"id":"https://openalex.org/S4306400088","display_name":"UvA-DARE (University of Amsterdam)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I887064364","host_organization_name":"University of Amsterdam","host_organization_lineage":["https://openalex.org/I887064364"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"van der Goot, M J, Hafkamp, L & Dankfort, Z 2021, Customer service chatbots: A qualitative interview study into the communication journey of customers. in A F\u00f8lstad, T Araujo, S Papadopoulos, EL-C Law, E Luger, M Goodwin & P B Brandtzaeg (eds), Chatbot Research and Design : 4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23\u201324, 2020 : revised selected papers. Lecture Notes in Computer Science, vol. 12604, Cham, pp. 190-204, CONVERSATIONS 2020, 4th international workshop on chatbot research, 23/11/20. https://doi.org/10.1007/978-3-030-68288-0_13","raw_type":"info:eu-repo/semantics/publishedVersion"},{"id":"pmh:oai:dare.uva.nl:openaire/4f9a97fe-36cc-4187-b5e2-a19f98fee625","is_oa":true,"landing_page_url":"https://handle.uba.uva.nl/personal/pure/en/publications/customer-service-chatbots-a-qualitative-interview-study-into-customers-communication-journey(4f9a97fe-36cc-4187-b5e2-a19f98fee625).html","pdf_url":null,"source":{"id":"https://openalex.org/S4306400088","display_name":"UvA-DARE (University of Amsterdam)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I887064364","host_organization_name":"University of Amsterdam","host_organization_lineage":["https://openalex.org/I887064364"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"van der Goot, M J, Hafkamp, L & Dankfort, Z 2020, 'Customer service chatbots: A qualitative interview study into customers\u2019 communication journey', Paper presented at CONVERSATIONS 2020, 4th international workshop on chatbot research, 23/11/20 - 24/11/20. https://doi.org/10.1007/978-3-030-68288-0_13","raw_type":"info:eu-repo/semantics/conferenceObject"},{"id":"pmh:oai:dare.uva.nl:publications/39e1a9ef-a0b9-4f04-8fcb-b7a821b19508","is_oa":false,"landing_page_url":"http://hdl.handle.net/11245.1/39e1a9ef-a0b9-4f04-8fcb-b7a821b19508","pdf_url":null,"source":{"id":"https://openalex.org/S4306400088","display_name":"UvA-DARE (University of Amsterdam)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I887064364","host_organization_name":"University of Amsterdam","host_organization_lineage":["https://openalex.org/I887064364"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":""},{"id":"pmh:oai:dare.uva.nl:publications/4f9a97fe-36cc-4187-b5e2-a19f98fee625","is_oa":false,"landing_page_url":"http://hdl.handle.net/11245.1/4f9a97fe-36cc-4187-b5e2-a19f98fee625","pdf_url":null,"source":{"id":"https://openalex.org/S4306400088","display_name":"UvA-DARE (University of Amsterdam)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I887064364","host_organization_name":"University of Amsterdam","host_organization_lineage":["https://openalex.org/I887064364"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":""},{"id":"pmh:uvapub:oai:dare.uva.nl:publications/39e1a9ef-a0b9-4f04-8fcb-b7a821b19508","is_oa":true,"landing_page_url":"https://dare.uva.nl/personal/pure/en/publications/customer-service-chatbots-a-qualitative-interview-study-into-the-communication-journey-of-customers(39e1a9ef-a0b9-4f04-8fcb-b7a821b19508).html","pdf_url":null,"source":{"id":"https://openalex.org/S4306401843","display_name":"Data Archiving and Networked Services (DANS)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1322597698","host_organization_name":"Royal Netherlands Academy of Arts and Sciences","host_organization_lineage":["https://openalex.org/I1322597698"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Chatbot Research and Design: 4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23\u201324, 2020 : revised selected papers, 190 - 204","raw_type":"info:eu-repo/semantics/conferencepaper"},{"id":"pmh:uvapub:oai:dare.uva.nl:publications/4f9a97fe-36cc-4187-b5e2-a19f98fee625","is_oa":true,"landing_page_url":"https://dare.uva.nl/personal/pure/en/publications/customer-service-chatbots-a-qualitative-interview-study-into-customers-communication-journey(4f9a97fe-36cc-4187-b5e2-a19f98fee625).html","pdf_url":null,"source":{"id":"https://openalex.org/S4306401843","display_name":"Data Archiving and Networked Services (DANS)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1322597698","host_organization_name":"Royal Netherlands Academy of Arts and Sciences","host_organization_lineage":["https://openalex.org/I1322597698"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"TITLE=CONVERSATIONS 2020, 4th international workshop on chatbot research","raw_type":"info:eu-repo/semantics/conferencepaper"}],"best_oa_location":{"id":"pmh:oai:dare.uva.nl:openaire_cris_publications/39e1a9ef-a0b9-4f04-8fcb-b7a821b19508","is_oa":true,"landing_page_url":"https://handle.uba.uva.nl/personal/pure/en/publications/customer-service-chatbots-a-qualitative-interview-study-into-the-communication-journey-of-customers(39e1a9ef-a0b9-4f04-8fcb-b7a821b19508).html","pdf_url":null,"source":{"id":"https://openalex.org/S4306400088","display_name":"UvA-DARE (University of Amsterdam)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I887064364","host_organization_name":"University of Amsterdam","host_organization_lineage":["https://openalex.org/I887064364"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"van der Goot, M J, Hafkamp, L & Dankfort, Z 2021, Customer service chatbots: A qualitative interview study into the communication journey of customers. in A F\u00f8lstad, T Araujo, S Papadopoulos, EL-C Law, E Luger, M Goodwin & P B Brandtzaeg (eds), Chatbot Research and Design : 4th International Workshop, CONVERSATIONS 2020, Virtual Event, November 23\u201324, 2020 : revised selected papers. Lecture Notes in Computer Science, vol. 12604, Cham, pp. 190-204, CONVERSATIONS 2020, 4th international workshop on chatbot research, 23/11/20. https://doi.org/10.1007/978-3-030-68288-0_13","raw_type":"info:eu-repo/semantics/publishedVersion"},"sustainable_development_goals":[{"display_name":"Gender equality","id":"https://metadata.un.org/sdg/5","score":0.550000011920929}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":14,"referenced_works":["https://openalex.org/W1605824561","https://openalex.org/W2766505384","https://openalex.org/W2773244891","https://openalex.org/W2795037203","https://openalex.org/W2893302768","https://openalex.org/W2914188784","https://openalex.org/W2967024383","https://openalex.org/W2987047310","https://openalex.org/W2999685709","https://openalex.org/W2999867541","https://openalex.org/W3023956633","https://openalex.org/W3036081459","https://openalex.org/W3087806160","https://openalex.org/W4235278727"],"related_works":["https://openalex.org/W2999235842","https://openalex.org/W4317348442","https://openalex.org/W2900821314","https://openalex.org/W2865970941","https://openalex.org/W4388796708","https://openalex.org/W4237541419","https://openalex.org/W4281662801","https://openalex.org/W4390971003","https://openalex.org/W3023956633","https://openalex.org/W4385792285"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":8},{"year":2024,"cited_by_count":10},{"year":2023,"cited_by_count":11},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":2},{"year":2017,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2021-02-15T00:00:00"}