{"id":"https://openalex.org/W3029657671","doi":"https://doi.org/10.1145/3334480.3382905","title":"Cold Comfort Matters - How Channel-Wise Emotional Strategies Help in a Customer Service Chatbot","display_name":"Cold Comfort Matters - How Channel-Wise Emotional Strategies Help in a Customer Service Chatbot","publication_year":2020,"publication_date":"2020-04-25","ids":{"openalex":"https://openalex.org/W3029657671","doi":"https://doi.org/10.1145/3334480.3382905","mag":"3029657671"},"language":"en","primary_location":{"id":"doi:10.1145/3334480.3382905","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3334480.3382905","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Extended Abstracts of the 2020 CHI Conference on Human Factors in Computing Systems","raw_type":"proceedings-article"},"type":"article","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/A5100448079","display_name":"Mingming Liu","orcid":"https://orcid.org/0000-0002-8988-2104"},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Mingming Liu","raw_affiliation_strings":["Lenovo Research, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5086265325","display_name":"Qicheng Ding","orcid":"https://orcid.org/0000-0002-1426-3931"},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Qicheng Ding","raw_affiliation_strings":["Lenovo Research, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100433691","display_name":"Yu Zhang","orcid":"https://orcid.org/0000-0003-1100-4835"},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Yu Zhang","raw_affiliation_strings":["Lenovo Research, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5039619224","display_name":"Guoguang Zhao","orcid":"https://orcid.org/0000-0002-7569-5252"},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Guoguang Zhao","raw_affiliation_strings":["Lenovo Research, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5112540993","display_name":"Changjian Hu","orcid":null},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Changjian Hu","raw_affiliation_strings":["Lenovo Research, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5089973290","display_name":"Jiangtao Gong","orcid":"https://orcid.org/0000-0002-4310-1894"},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Jiangtao Gong","raw_affiliation_strings":["Lenovo Research, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5048425906","display_name":"Penghui Xu","orcid":"https://orcid.org/0000-0002-5693-7172"},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Penghui Xu","raw_affiliation_strings":["Lenovo Research, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100433691","display_name":"Yu Zhang","orcid":"https://orcid.org/0000-0003-1100-4835"},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Yu Zhang","raw_affiliation_strings":["Lenovo Research, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100433403","display_name":"Yu Zhang","orcid":"https://orcid.org/0000-0001-7298-1694"},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Liuxin Zhang","raw_affiliation_strings":["Lenovo Research, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5115694806","display_name":"Qianying Wang","orcid":null},"institutions":[{"id":"https://openalex.org/I4210156165","display_name":"Lenovo (China)","ror":"https://ror.org/04srd9d93","country_code":"CN","type":"company","lineage":["https://openalex.org/I4210156165"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Qianying Wang","raw_affiliation_strings":["Lenovo Research, Beijing, China"],"affiliations":[{"raw_affiliation_string":"Lenovo Research, Beijing, China","institution_ids":["https://openalex.org/I4210156165"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":10,"corresponding_author_ids":["https://openalex.org/A5100448079"],"corresponding_institution_ids":["https://openalex.org/I4210156165"],"apc_list":null,"apc_paid":null,"fwci":0.7954,"has_fulltext":false,"cited_by_count":11,"citation_normalized_percentile":{"value":0.77913692,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"7"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9991000294685364,"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/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9991000294685364,"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/T12128","display_name":"AI in Service Interactions","score":0.9983000159263611,"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/T10667","display_name":"Emotion and Mood Recognition","score":0.9966999888420105,"subfield":{"id":"https://openalex.org/subfields/3205","display_name":"Experimental and Cognitive 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":0.9315313100814819},{"id":"https://openalex.org/keywords/wizard","display_name":"Wizard","score":0.6370272636413574},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6321524381637573},{"id":"https://openalex.org/keywords/usability","display_name":"Usability","score":0.6233141422271729},{"id":"https://openalex.org/keywords/task","display_name":"Task (project management)","score":0.6052448153495789},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.5496816635131836},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5231122374534607},{"id":"https://openalex.org/keywords/channel","display_name":"Channel (broadcasting)","score":0.4834252595901489},{"id":"https://openalex.org/keywords/preference","display_name":"Preference","score":0.48168548941612244},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.47295162081718445},{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.45269232988357544},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.4264480173587799},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.3292388319969177},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.3096718490123749},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.1892111599445343},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.07052245736122131}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.9315313100814819},{"id":"https://openalex.org/C2776784076","wikidata":"https://www.wikidata.org/wiki/Q580334","display_name":"Wizard","level":2,"score":0.6370272636413574},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6321524381637573},{"id":"https://openalex.org/C170130773","wikidata":"https://www.wikidata.org/wiki/Q216378","display_name":"Usability","level":2,"score":0.6233141422271729},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.6052448153495789},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.5496816635131836},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5231122374534607},{"id":"https://openalex.org/C127162648","wikidata":"https://www.wikidata.org/wiki/Q16858953","display_name":"Channel (broadcasting)","level":2,"score":0.4834252595901489},{"id":"https://openalex.org/C2781249084","wikidata":"https://www.wikidata.org/wiki/Q908656","display_name":"Preference","level":2,"score":0.48168548941612244},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.47295162081718445},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.45269232988357544},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4264480173587799},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3292388319969177},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.3096718490123749},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1892111599445343},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.07052245736122131},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C201995342","wikidata":"https://www.wikidata.org/wiki/Q682496","display_name":"Systems engineering","level":1,"score":0.0},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3334480.3382905","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3334480.3382905","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Extended Abstracts of the 2020 CHI Conference on Human Factors in Computing Systems","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":6,"referenced_works":["https://openalex.org/W2051163483","https://openalex.org/W2566531585","https://openalex.org/W2611049140","https://openalex.org/W2945059958","https://openalex.org/W2949274865","https://openalex.org/W3168665536"],"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":{"Smart":[0],"service":[1,62],"chatbots,":[2],"aiming":[3],"to":[4],"provide":[5],"efficient":[6],"customer":[7],"service,":[8],"have":[9,28],"increased":[10],"rapidly.":[11],"Currently,":[12],"few":[13],"task-oriented":[14],"chatbots":[15],"had":[16],"employed":[17],"emotion":[18,74,90],"strategies":[19,48,91,104,110],"together":[20],"with":[21,51,68],"problem":[22],"solving":[23],"process.":[24],"Meanwhile,":[25,96],"customers":[26,99],"can":[27],"different":[29],"preference":[30],"across":[31,57],"channels":[32],"(e.g.,":[33],"social":[34,118],"media":[35],"and":[36,53,72,102,136,139],"webpages).":[37],"This":[38],"paper":[39],"presented":[40],"the":[41,60,86,89,124],"design":[42],"for":[43,130],"a":[44,78],"series":[45],"of":[46,80,88],"emotional":[47,109],"(ES)":[49],"combined":[50],"task-solving,":[52],"tested":[54],"its":[55],"effectiveness":[56,87],"channels.":[58],"In":[59],"multi-channel":[61],"chatbot,":[63],"Moli,":[64],"we":[65,97],"compared":[66],"ES":[67],"brief":[69,101],"apology":[70],"(BA)":[71],"no":[73],"responses":[75],"(NER)":[76],"in":[77,111],"Wizard":[79],"Oz":[81],"study.":[82],"The":[83],"results":[84],"indicated":[85],"borrowed":[92],"from":[93],"psychotherapy":[94],"technologies.":[95],"found":[98,128],"preferred":[100],"direct":[103],"on":[105,117],"webpage,":[106],"whereas":[107],"rich":[108],"all":[112],"stages":[113],"were":[114],"more":[115],"favorable":[116],"media.":[119],"With":[120],"detailed":[121],"strategy":[122],"design,":[123],"\"cold":[125],"comfort\"":[126],"was":[127],"helpful":[129],"building":[131],"human-machine":[132],"relationships,":[133],"pacifying":[134],"emotions,":[135],"improving":[137],"satisfaction":[138],"system":[140],"usability.":[141]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":3}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}