• Business and pleasure? Relational interaction in conversational UX 

      Følstad, Asbjørn; Skjuve, Marita (Lecture, 2018)
    • Chatbots as a new user interface for providing health information to young people 

      Skjuve, Marita; Brandtzæg, Petter Bae (Others, 2018)
      Designing and developing chatbots as a new interface to provide Health information for young people needs a new understanding of new user needs and motivations, as well as privacy. What is needed to develop a successful ...
    • Chatbots for customer service: user experience and motivation 

      Følstad, Asbjørn; Skjuve, Marita (Proceedings of the 1st International Conference on Conversational User Interfaces;2019, Chapter; Peer reviewed, 2019)
      Companies are increasingly using chatbots to provide customer service. Despite this trend, little in-depth research has been conducted on user experience and user motivation for this important application area of conversational ...
    • Customer Journey Heatmaps: a wake-up call 

      von Zernichow, Roger; Skjuve, Marita; Halvorsrud, Ragnhild (Chapter, 2018)
      A certain company experienced an increasing level of dissatisfaction among its customers with the service it provided, and disagreed internally about the root causes of the negative trend. This case study describes a ...
    • Different Chatbots for Different Purposes: Towards a Typology of Chatbots to Understand Interaction Design 

      Følstad, Asbjørn; Skjuve, Marita; Brandtzæg, Petter Bae (Lecture Notes in Computer Science;11551, Chapter, 2019)
      Chatbots are emerging as interactive systems. However, we lack knowledge on how to classify chatbots and how such classification can be brought to bear in analysis of chatbot interaction design. In this workshop paper, we ...
    • Help! Is my chatbot falling into the uncanny valley? An empirical study of user experience in human-chatbot interaction 

      Skjuve, Marita; Haugstveit, Ida Maria; Følstad, Asbjørn; Brandtzæg, Petter Bae (Journal article; Peer reviewed, 2019)
      Advances in artificial intelligence strengthen chatbots’ ability to resemble human conversational agents. For some application areas, it may be tempting not to be transparent regarding a conversational agent’s nature as ...
    • Hva er et pasientforløp? 

      Halvorsrud, Ragnhild; Skjuve, Marita (SINTEF Rapport;, Research report, 2018)
      Pasientforløp har nærmest blitt et obligatorisk uttrykk i helsesammenheng, enten du er politiker, sykepleier, eller IT-ansvarlig. Denne rapporten oppsummerer resultater fra et forprosjekt der vi har undersøkt selve begrepet ...
    • Sharing economy services as human-machine networks: Implications for policy making 

      Følstad, Asbjørn; Skjuve, Marita; Haugstveit, Ida Maria; Lech, Till Christopher (Chapter, 2018)
      The emerging sharing economy has important policy implications. To strengthen the basis for policy making, we present an interview study involving sharing economy service owners, policy maker representatives, and research ...