{"id":"https://openalex.org/W2912939501","doi":"https://doi.org/10.18420/muc2018-up-0281","title":"Einsatzm\u00f6glichkeiten von Chatbot-Interaktionen im schriftlichen Kundenservice","display_name":"Einsatzm\u00f6glichkeiten von Chatbot-Interaktionen im schriftlichen Kundenservice","publication_year":2018,"publication_date":"2018-01-01","ids":{"openalex":"https://openalex.org/W2912939501","doi":"https://doi.org/10.18420/muc2018-up-0281","mag":"2912939501"},"language":"de","primary_location":{"id":"doi:10.18420/muc2018-up-0281","is_oa":true,"landing_page_url":"https://doi.org/10.18420/muc2018-up-0281","pdf_url":null,"source":{"id":"https://openalex.org/S7407052918","display_name":"Gesellschaft f\u00fcr Informatik (GI)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210134436","host_organization_name":"German Informatics Society","host_organization_lineage":["https://openalex.org/I4210134436"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article-journal"},"type":"article","indexed_in":["datacite"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://doi.org/10.18420/muc2018-up-0281","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5102320355","display_name":"Tim Schulte","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Schulte, Tim","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5030302118","display_name":"D. Zimmermann","orcid":"https://orcid.org/0000-0002-8764-6343"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Zimmermann, Dirk","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5100746068","display_name":"Cl\u00e1udia M\u00fcller","orcid":"https://orcid.org/0000-0001-8534-546X"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"M\u00fcller, Claudia","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.328,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.72120802,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"395","last_page":"404"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12885","display_name":"Digital Innovation in Industries","score":0.9934999942779541,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12885","display_name":"Digital Innovation in Industries","score":0.9934999942779541,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12392","display_name":"Sharing Economy and Platforms","score":0.9555000066757202,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.47336480021476746}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.47336480021476746}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.18420/muc2018-up-0281","is_oa":true,"landing_page_url":"https://doi.org/10.18420/muc2018-up-0281","pdf_url":null,"source":{"id":"https://openalex.org/S7407052918","display_name":"Gesellschaft f\u00fcr Informatik (GI)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210134436","host_organization_name":"German Informatics Society","host_organization_lineage":["https://openalex.org/I4210134436"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":null,"raw_source_name":null,"raw_type":"article-journal"},{"id":"mag:2912939501","is_oa":false,"landing_page_url":"https://dblp.uni-trier.de/db/conf/mc/up2018.html#SchulteZ018","pdf_url":null,"source":{"id":"https://openalex.org/S2764486598","display_name":"Usability Professionals","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":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":null,"raw_source_name":"Usability Professionals","raw_type":null}],"best_oa_location":{"id":"doi:10.18420/muc2018-up-0281","is_oa":true,"landing_page_url":"https://doi.org/10.18420/muc2018-up-0281","pdf_url":null,"source":{"id":"https://openalex.org/S7407052918","display_name":"Gesellschaft f\u00fcr Informatik (GI)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210134436","host_organization_name":"German Informatics Society","host_organization_lineage":["https://openalex.org/I4210134436"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article-journal"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":[],"abstract_inverted_index":{"Chatbots":[0],"finden":[1],"gr\u00f6\u00dfer":[2],"werdende":[3],"Beachtung":[4],"in":[5,62,72],"der":[6,73],"Online":[7],"Welt,":[8],"wobei":[9,33],"erste":[10],"Umsetzungen":[11],"sich":[12,58],"schwerpunktm\u00e4\u00dfig":[13],"um":[14],"Unterhaltungs-":[15],"und":[16,39,77,93,110],"Informationsangebote":[17],"drehen.":[18],"Im":[19],"Rahmen":[20],"einer":[21,51],"qualitativen":[22],"Studie":[23],"betrachten":[24],"die":[25,57],"Autoren":[26],"Einsatzm\u00f6glichkeiten":[27],"im":[28,44],"Bereich":[29],"des":[30],"schriftlichen":[31],"Kundenservices,":[32],"das":[34],"Zusammenspiel":[35],"von":[36,53,64,68],"Kunde,":[37,108],"Service-Agent":[38,78],"Chatbot":[40,90,109],"als":[41],"kooperatives":[42,105],"Setting":[43],"Vordergrund":[45],"steht.":[46],"Hierzu":[47],"wurden":[48,79],"mit":[49],"Hilfe":[50],"Inhaltsanalyse":[52],"Service-Chat-Protokollen":[54],"Interaktionsmuster":[55],"abgeleitet,":[56],"besonders":[59],"zur":[60],"Digitalisierung":[61],"Form":[63],"Chatbot-Interaktionen":[65,83],"eignen.":[66],"Innerhalb":[67],"f\u00fcnf":[69],"identifizierten":[70],"Phasen":[71],"Kommunikation":[74],"zwischen":[75],"Kunde":[76],"verschiedene":[80],"Digitalisierungs-Potentiale":[81],"f\u00fcr":[82,99],"identifiziert.":[84],"Es":[85],"zeigte":[86],"sich,":[87],"dass":[88],"ein":[89,104],"zwar":[91],"einfache":[92],"standardisierte":[94],"Abl\u00e4ufe":[95],"solit\u00e4r":[96],"durchf\u00fchren":[97],"kann,":[98],"st\u00e4rker":[100],"kontextabh\u00e4ngige":[101],"Interaktionen":[102],"jedoch":[103],"Setup":[106],"aus":[107],"Agent":[111],"sinnvoller":[112],"ist.":[113]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2020,"cited_by_count":1}],"updated_date":"2026-08-13T07:04:57.449891","created_date":"2025-10-10T00:00:00"}
