{"id":"https://openalex.org/W6910502135","doi":"https://doi.org/10.48340/ecscw2023_ep07","title":"Giving help or information? A human advisor and a chatbot answers requests from citizens","display_name":"Giving help or information? A human advisor and a chatbot answers requests from citizens","publication_year":2023,"publication_date":"2023-01-01","ids":{"openalex":"https://openalex.org/W6910502135","doi":"https://doi.org/10.48340/ecscw2023_ep07"},"language":"en","primary_location":{"id":"doi:10.48340/ecscw2023_ep07","is_oa":true,"landing_page_url":"https://doi.org/10.48340/ecscw2023_ep07","pdf_url":null,"source":{"id":"https://openalex.org/S7407053554","display_name":"European Society for Socially Embedded Technologies (EUSSETDL)","issn_l":null,"issn":[],"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":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/10.48340/ecscw2023_ep07","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Verne, Guri","orcid":null},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Verne, Guri","raw_affiliation_strings":[],"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.29383138,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":true,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.38960000872612,"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":0.38960000872612,"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/T12607","display_name":"Personal Information Management and User Behavior","score":0.0851999968290329,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10970","display_name":"Team Dynamics and Performance","score":0.05829999968409538,"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":0.9042999744415283},{"id":"https://openalex.org/keywords/computer-supported-cooperative-work","display_name":"Computer-supported cooperative work","score":0.48989999294281006},{"id":"https://openalex.org/keywords/knowledge-sharing","display_name":"Knowledge sharing","score":0.44359999895095825},{"id":"https://openalex.org/keywords/exploratory-research","display_name":"Exploratory research","score":0.4165000021457672},{"id":"https://openalex.org/keywords/the-internet","display_name":"The Internet","score":0.37940001487731934},{"id":"https://openalex.org/keywords/discussion-board","display_name":"Discussion board","score":0.37059998512268066}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.9042999744415283},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.5224999785423279},{"id":"https://openalex.org/C198439703","wikidata":"https://www.wikidata.org/wiki/Q1461602","display_name":"Computer-supported cooperative work","level":3,"score":0.48989999294281006},{"id":"https://openalex.org/C2776604539","wikidata":"https://www.wikidata.org/wiki/Q6423395","display_name":"Knowledge sharing","level":2,"score":0.44359999895095825},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.43619999289512634},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.4311000108718872},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.430400013923645},{"id":"https://openalex.org/C85973986","wikidata":"https://www.wikidata.org/wiki/Q1091731","display_name":"Exploratory research","level":2,"score":0.4165000021457672},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.37940001487731934},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.37869998812675476},{"id":"https://openalex.org/C2986251926","wikidata":"https://www.wikidata.org/wiki/Q168210","display_name":"Discussion board","level":2,"score":0.37059998512268066},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.31690001487731934},{"id":"https://openalex.org/C3019144022","wikidata":"https://www.wikidata.org/wiki/Q4124998","display_name":"Questions and answers","level":2,"score":0.29499998688697815},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.2840999960899353},{"id":"https://openalex.org/C2776854237","wikidata":"https://www.wikidata.org/wiki/Q6031064","display_name":"Information sharing","level":2,"score":0.2833000123500824}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.48340/ecscw2023_ep07","is_oa":true,"landing_page_url":"https://doi.org/10.48340/ecscw2023_ep07","pdf_url":null,"source":{"id":"https://openalex.org/S7407053554","display_name":"European Society for Socially Embedded Technologies (EUSSETDL)","issn_l":null,"issn":[],"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":null,"is_accepted":false,"is_published":null,"raw_source_name":null,"raw_type":"article-journal"}],"best_oa_location":{"id":"doi:10.48340/ecscw2023_ep07","is_oa":true,"landing_page_url":"https://doi.org/10.48340/ecscw2023_ep07","pdf_url":null,"source":{"id":"https://openalex.org/S7407053554","display_name":"European Society for Socially Embedded Technologies (EUSSETDL)","issn_l":null,"issn":[],"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":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article-journal"},"sustainable_development_goals":[{"score":0.5763112306594849,"display_name":"Peace, Justice and strong institutions","id":"https://metadata.un.org/sdg/16"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":[],"abstract_inverted_index":{"Building":[0],"on":[1,4,90],"CSCW":[2,84],"research":[3,50,70,89],"knowledge":[5],"and":[6,39,80,86,92],"expertise":[7,52,59,72,102],"sharing,":[8],"this":[9],"exploratory":[10],"paper":[11,64],"presents":[12],"examples":[13],"of":[14,71,76],"how":[15,42,93],"a":[16,43,66,94,110],"human":[17],"call":[18,24],"advisor":[19,25],"answers":[20,45],"citizens":[21,47,82],"where":[22],"the":[23,32,77,81,97],"takes":[26],"an":[27],"active":[28],"role":[29],"in":[30,83,96],"helping":[31],"caller":[33],"make":[34],"their":[35],"request":[36],"more":[37],"precise":[38],"contrasts":[40],"with":[41,61],"chatbot":[44,95],"to":[46,56,106,109],"requests.":[48],"Previous":[49],"about":[51],"sharing":[53,60,73],"is":[54],"expanded":[55],"also":[57],"involve":[58],"citizens.":[62],"This":[63],"makes":[65],"case":[67],"for":[68,88],"including":[69],"between":[74],"representatives":[75],"public":[78,98],"administration":[79],"research,":[85],"argue":[87],"if":[91],"sector":[99],"can":[100],"share":[101],"when":[103],"rules":[104],"need":[105],"be":[107],"applied":[108],"citizen\u2019s":[111],"life":[112],"situation.":[113]},"counts_by_year":[],"updated_date":"2025-11-06T06:51:31.235846","created_date":"2025-10-10T00:00:00"}