{"id":"https://openalex.org/W7162440300","doi":"https://doi.org/10.5220/0014812600004018","title":"An Analysis of User Experience in Customer Service Chatbot Interactions Using the UEQ","display_name":"An Analysis of User Experience in Customer Service Chatbot Interactions Using the UEQ","publication_year":2026,"publication_date":"2026-01-01","ids":{"openalex":"https://openalex.org/W7162440300","doi":"https://doi.org/10.5220/0014812600004018"},"language":null,"primary_location":{"id":"doi:10.5220/0014812600004018","is_oa":true,"landing_page_url":"https://doi.org/10.5220/0014812600004018","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 28th International Conference on Enterprise Information Systems","raw_type":"proceedings-article"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.5220/0014812600004018","any_repository_has_fulltext":null},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5137041076","display_name":"Davi Santos","orcid":null},"institutions":[{"id":"https://openalex.org/I17974374","display_name":"Universidade de S\u00e3o Paulo","ror":"https://ror.org/036rp1748","country_code":"BR","type":"education","lineage":["https://openalex.org/I17974374"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Davi Santos","raw_affiliation_strings":["Universidade de S\u00e3o Paulo, S\u00e3o Paulo, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade de S\u00e3o Paulo, S\u00e3o Paulo, Brazil","institution_ids":["https://openalex.org/I17974374"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5137068757","display_name":"Aliane Krassmann","orcid":null},"institutions":[{"id":"https://openalex.org/I130442723","display_name":"Universidade Federal do Rio Grande do Sul","ror":"https://ror.org/041yk2d64","country_code":"BR","type":"education","lineage":["https://openalex.org/I130442723"]},{"id":"https://openalex.org/I4210147797","display_name":"Instituto Federal Farroupilha","ror":"https://ror.org/04eq71r04","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210147797"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Aliane Krassmann","raw_affiliation_strings":["Instituto Federal Farroupilha, Rio Grande do Sul, Brazil","Universidade Federal do Rio Grande do Sul, Rio Grande do Sul, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Instituto Federal Farroupilha, Rio Grande do Sul, Brazil","institution_ids":["https://openalex.org/I4210147797"]},{"raw_affiliation_string":"Universidade Federal do Rio Grande do Sul, Rio Grande do Sul, Brazil","institution_ids":["https://openalex.org/I130442723"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5137038308","display_name":"Leo Paschoal","orcid":null},"institutions":[{"id":"https://openalex.org/I176838256","display_name":"Pontif\u00edcia Universidade Cat\u00f3lica do Paran\u00e1","ror":"https://ror.org/02x1vjk79","country_code":"BR","type":"education","lineage":["https://openalex.org/I176838256"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Leo Paschoal","raw_affiliation_strings":["Pontif\u00edcia Universidade Cat\u00f3lica do Paran\u00e1, Paran\u00e1, Brazil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Pontif\u00edcia Universidade Cat\u00f3lica do Paran\u00e1, Paran\u00e1, Brazil","institution_ids":["https://openalex.org/I176838256"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"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":0.58221619,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"1890","last_page":"1901"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.7957000136375427,"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":0.7957000136375427,"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/T14369","display_name":"Diverse Interdisciplinary Research Innovations","score":0.016200000420212746,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"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/T13243","display_name":"Innovation in Digital Healthcare Systems","score":0.00839999970048666,"subfield":{"id":"https://openalex.org/subfields/3605","display_name":"Health Information Management"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.7199000120162964},{"id":"https://openalex.org/keywords/customer-experience","display_name":"Customer experience","score":0.5349000096321106},{"id":"https://openalex.org/keywords/user-experience-design","display_name":"User experience design","score":0.5227000117301941},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.484499990940094},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.4553999900817871},{"id":"https://openalex.org/keywords/user-interface","display_name":"User interface","score":0.3050000071525574},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.27250000834465027}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.7199000120162964},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5774000287055969},{"id":"https://openalex.org/C2985250679","wikidata":"https://www.wikidata.org/wiki/Q984142","display_name":"Customer experience","level":2,"score":0.5349000096321106},{"id":"https://openalex.org/C201025465","wikidata":"https://www.wikidata.org/wiki/Q11248500","display_name":"User experience design","level":2,"score":0.5227000117301941},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.484499990940094},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4553999900817871},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.4433000087738037},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.30799999833106995},{"id":"https://openalex.org/C89505385","wikidata":"https://www.wikidata.org/wiki/Q47146","display_name":"User interface","level":2,"score":0.3050000071525574},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.28029999136924744},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.27570000290870667},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.27250000834465027},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.2718999981880188},{"id":"https://openalex.org/C2993429387","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer care","level":2,"score":0.2718999981880188},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.26600000262260437},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.26570001244544983},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.26030001044273376},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.25929999351501465},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.2565000057220459}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.5220/0014812600004018","is_oa":true,"landing_page_url":"https://doi.org/10.5220/0014812600004018","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 28th International Conference on Enterprise Information Systems","raw_type":"proceedings-article"}],"best_oa_location":{"id":"doi:10.5220/0014812600004018","is_oa":true,"landing_page_url":"https://doi.org/10.5220/0014812600004018","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 28th International Conference on Enterprise Information Systems","raw_type":"proceedings-article"},"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":null,"counts_by_year":[],"updated_date":"2026-07-29T14:22:42.915294","created_date":"2026-05-27T00:00:00"}