{"id":"https://openalex.org/W4383617188","doi":"https://doi.org/10.1007/978-3-031-35894-4_5","title":"Towards Human-Centered Design of AI Service Chatbots: Defining the Building Blocks","display_name":"Towards Human-Centered Design of AI Service Chatbots: Defining the Building Blocks","publication_year":2023,"publication_date":"2023-01-01","ids":{"openalex":"https://openalex.org/W4383617188","doi":"https://doi.org/10.1007/978-3-031-35894-4_5"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-031-35894-4_5","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-031-35894-4_5","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":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5081993802","display_name":"Maria Hartikainen","orcid":"https://orcid.org/0000-0001-5997-0368"},"institutions":[{"id":"https://openalex.org/I166825849","display_name":"Tampere University","ror":"https://ror.org/033003e23","country_code":"FI","type":"education","lineage":["https://openalex.org/I166825849"]}],"countries":["FI"],"is_corresponding":true,"raw_author_name":"Maria Hartikainen","raw_affiliation_strings":["Computing Sciences, Tampere University, Tampere, Finland"],"affiliations":[{"raw_affiliation_string":"Computing Sciences, Tampere University, Tampere, Finland","institution_ids":["https://openalex.org/I166825849"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5090732566","display_name":"Kaisa V\u00e4\u00e4n\u00e4nen","orcid":"https://orcid.org/0000-0002-3565-6021"},"institutions":[{"id":"https://openalex.org/I166825849","display_name":"Tampere University","ror":"https://ror.org/033003e23","country_code":"FI","type":"education","lineage":["https://openalex.org/I166825849"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Kaisa V\u00e4\u00e4n\u00e4nen","raw_affiliation_strings":["Computing Sciences, Tampere University, Tampere, Finland"],"affiliations":[{"raw_affiliation_string":"Computing Sciences, Tampere University, Tampere, Finland","institution_ids":["https://openalex.org/I166825849"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5081993802"],"corresponding_institution_ids":["https://openalex.org/I166825849"],"apc_list":{"value":5000,"currency":"EUR","value_usd":5392},"apc_paid":null,"fwci":2.6662,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.90987106,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":91,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"68","last_page":"87"},"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":0.9932000041007996,"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/T14074","display_name":"Persona Design and Applications","score":0.9846000075340271,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"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/chatbot","display_name":"Chatbot","score":0.9863247871398926},{"id":"https://openalex.org/keywords/persona","display_name":"Persona","score":0.7531883716583252},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6663161516189575},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6659349799156189},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.6249685883522034},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.495505690574646},{"id":"https://openalex.org/keywords/user-centered-design","display_name":"User-centered design","score":0.4391997456550598},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.4309549629688263},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.4135717749595642},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.32707589864730835},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.2899825870990753},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.06888720393180847}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.9863247871398926},{"id":"https://openalex.org/C313442","wikidata":"https://www.wikidata.org/wiki/Q778556","display_name":"Persona","level":2,"score":0.7531883716583252},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6663161516189575},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6659349799156189},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.6249685883522034},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.495505690574646},{"id":"https://openalex.org/C161772715","wikidata":"https://www.wikidata.org/wiki/Q1136996","display_name":"User-centered design","level":2,"score":0.4391997456550598},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.4309549629688263},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4135717749595642},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.32707589864730835},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.2899825870990753},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.06888720393180847},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1007/978-3-031-35894-4_5","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-031-35894-4_5","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:trepo.tuni.fi:10024/207351","is_oa":false,"landing_page_url":"https://trepo.tuni.fi/handle/10024/207351","pdf_url":null,"source":{"id":"https://openalex.org/S7407055260","display_name":"Trepo - Institutional Repository of Tampere University","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"conference"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.5600000023841858,"display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":20,"referenced_works":["https://openalex.org/W2170518570","https://openalex.org/W2766505384","https://openalex.org/W2898629816","https://openalex.org/W2922256442","https://openalex.org/W2936032126","https://openalex.org/W2940411187","https://openalex.org/W2940884072","https://openalex.org/W2964523010","https://openalex.org/W2967024383","https://openalex.org/W3012220842","https://openalex.org/W3103891289","https://openalex.org/W3112307605","https://openalex.org/W3127878709","https://openalex.org/W3128754531","https://openalex.org/W3139433464","https://openalex.org/W3184966646","https://openalex.org/W3193394616","https://openalex.org/W4210890071","https://openalex.org/W4224925569","https://openalex.org/W4297156436"],"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":1},{"year":2024,"cited_by_count":3}],"updated_date":"2026-01-26T23:06:41.788003","created_date":"2025-10-10T00:00:00"}