{"id":"https://openalex.org/W4285061653","doi":"https://doi.org/10.1007/978-3-031-05412-9_36","title":"Don\u2019t Throw It Over the Fence! Toward Effective Handover from Conversational Agents to Service Employees","display_name":"Don\u2019t Throw It Over the Fence! Toward Effective Handover from Conversational Agents to Service Employees","publication_year":2022,"publication_date":"2022-01-01","ids":{"openalex":"https://openalex.org/W4285061653","doi":"https://doi.org/10.1007/978-3-031-05412-9_36"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-031-05412-9_36","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-031-05412-9_36","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":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5071075497","display_name":"Mathis Poser","orcid":"https://orcid.org/0000-0003-4532-5725"},"institutions":[{"id":"https://openalex.org/I159176309","display_name":"Universit\u00e4t Hamburg","ror":"https://ror.org/00g30e956","country_code":"DE","type":"education","lineage":["https://openalex.org/I159176309"]}],"countries":["DE"],"is_corresponding":true,"raw_author_name":"Mathis Poser","raw_affiliation_strings":["Universit\u00e4t Hamburg, Hamburg, Germany"],"raw_orcid":"https://orcid.org/0000-0003-4532-5725","affiliations":[{"raw_affiliation_string":"Universit\u00e4t Hamburg, Hamburg, Germany","institution_ids":["https://openalex.org/I159176309"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5052909195","display_name":"Talissa Hackbarth","orcid":null},"institutions":[{"id":"https://openalex.org/I159176309","display_name":"Universit\u00e4t Hamburg","ror":"https://ror.org/00g30e956","country_code":"DE","type":"education","lineage":["https://openalex.org/I159176309"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Talissa Hackbarth","raw_affiliation_strings":["Universit\u00e4t Hamburg, Hamburg, Germany"],"raw_orcid":"https://orcid.org/0000-0002-2867-5195","affiliations":[{"raw_affiliation_string":"Universit\u00e4t Hamburg, Hamburg, Germany","institution_ids":["https://openalex.org/I159176309"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5013096281","display_name":"Eva Bittner","orcid":"https://orcid.org/0000-0002-7628-6012"},"institutions":[{"id":"https://openalex.org/I159176309","display_name":"Universit\u00e4t Hamburg","ror":"https://ror.org/00g30e956","country_code":"DE","type":"education","lineage":["https://openalex.org/I159176309"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Eva A. C. Bittner","raw_affiliation_strings":["Universit\u00e4t Hamburg, Hamburg, Germany"],"raw_orcid":"https://orcid.org/0000-0002-7628-6012","affiliations":[{"raw_affiliation_string":"Universit\u00e4t Hamburg, Hamburg, Germany","institution_ids":["https://openalex.org/I159176309"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5071075497"],"corresponding_institution_ids":["https://openalex.org/I159176309"],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"531","last_page":"545"},"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/T10709","display_name":"Social Robot Interaction and HRI","score":0.9855999946594238,"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"}},{"id":"https://openalex.org/T12031","display_name":"Speech and dialogue systems","score":0.9782000184059143,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/handover","display_name":"Handover","score":0.8371315002441406},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7537542581558228},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6547470688819885},{"id":"https://openalex.org/keywords/conversation","display_name":"Conversation","score":0.537908136844635},{"id":"https://openalex.org/keywords/service-recovery","display_name":"Service recovery","score":0.5095022320747375},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.4417106509208679},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.3271086513996124},{"id":"https://openalex.org/keywords/computer-network","display_name":"Computer network","score":0.155641108751297},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.12573674321174622},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.12481024861335754},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.09403559565544128}],"concepts":[{"id":"https://openalex.org/C111852164","wikidata":"https://www.wikidata.org/wiki/Q1414679","display_name":"Handover","level":2,"score":0.8371315002441406},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7537542581558228},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6547470688819885},{"id":"https://openalex.org/C2777200299","wikidata":"https://www.wikidata.org/wiki/Q52943","display_name":"Conversation","level":2,"score":0.537908136844635},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.5095022320747375},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.4417106509208679},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.3271086513996124},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.155641108751297},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.12573674321174622},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.12481024861335754},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.09403559565544128},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-031-05412-9_36","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-031-05412-9_36","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"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":61,"referenced_works":["https://openalex.org/W159321140","https://openalex.org/W1276866904","https://openalex.org/W1924429363","https://openalex.org/W1967395107","https://openalex.org/W1968962147","https://openalex.org/W2001706069","https://openalex.org/W2011458368","https://openalex.org/W2042113379","https://openalex.org/W2045224349","https://openalex.org/W2110996350","https://openalex.org/W2124566135","https://openalex.org/W2130736456","https://openalex.org/W2136922540","https://openalex.org/W2142418121","https://openalex.org/W2148086818","https://openalex.org/W2150563888","https://openalex.org/W2159593279","https://openalex.org/W2163509922","https://openalex.org/W2524020350","https://openalex.org/W2558287871","https://openalex.org/W2599446660","https://openalex.org/W2742840052","https://openalex.org/W2752327613","https://openalex.org/W2786141192","https://openalex.org/W2806769994","https://openalex.org/W2894528744","https://openalex.org/W2896345354","https://openalex.org/W2905472298","https://openalex.org/W2928158432","https://openalex.org/W2942367614","https://openalex.org/W2944001254","https://openalex.org/W2996510345","https://openalex.org/W2998954378","https://openalex.org/W3003753339","https://openalex.org/W3004892764","https://openalex.org/W3004930745","https://openalex.org/W3009398772","https://openalex.org/W3010513208","https://openalex.org/W3015533107","https://openalex.org/W3015869497","https://openalex.org/W3023956633","https://openalex.org/W3026547558","https://openalex.org/W3026650415","https://openalex.org/W3037342067","https://openalex.org/W3095388499","https://openalex.org/W3096086971","https://openalex.org/W3106700156","https://openalex.org/W3126275073","https://openalex.org/W3141789851","https://openalex.org/W3151685851","https://openalex.org/W3152445296","https://openalex.org/W3159096324","https://openalex.org/W3202764960","https://openalex.org/W3204753692","https://openalex.org/W3208088319","https://openalex.org/W4200355001","https://openalex.org/W4200404694","https://openalex.org/W4205497995","https://openalex.org/W4231536446","https://openalex.org/W4244830796","https://openalex.org/W4293201979"],"related_works":["https://openalex.org/W2899084033","https://openalex.org/W1968552888","https://openalex.org/W2374116601","https://openalex.org/W3093134843","https://openalex.org/W1511346092","https://openalex.org/W1527532029","https://openalex.org/W2378167147","https://openalex.org/W3210777354","https://openalex.org/W2281307425","https://openalex.org/W4377943146"],"abstract_inverted_index":null,"counts_by_year":[{"year":2024,"cited_by_count":1}],"updated_date":"2026-07-14T23:27:15.235271","created_date":"2025-10-10T00:00:00"}