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Soziotechnische Gestaltung von Chatbots

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Cognitive Computing

Part of the book series: Edition Informatik Spektrum ((EIS))

Zusammenfassung

Chatbots sind softwarebasierte Systeme, die mittels natürlicher Sprache mit Menschen interagieren. Viele Unternehmen setzen zunehmend auf Chatbots, um Kunden bei der Suche nach Informationen über Produkte oder Dienstleistungen und bei der Durchführung einfacher Prozesse zu unterstützen. Nichtsdestotrotz ist die Akzeptanz von Chatbots bei vielen Nutzern derzeit noch gering. Ein Grund dafür ist, dass sich die Interaktion mit Chatbots nur selten natürlich und menschlich anfühlt. Es wächst deshalb die Erkenntnis, dass neben einer guten technischen Plattform auch weitere Faktoren bei der Gestaltung von Chatbots beachtet werden sollten. Die soziotechnische Gestaltung von Chatbots fokussiert sich daher auf die sozialen Signale eines Chatbots. Diese sozialen Signale (z. B. Lächeln, Sprachstil oder Antwortgeschwindigkeit) spielen nicht nur in der zwischenmenschlichen Kommunikation, sondern auch in der Interaktion mit Chatbots eine grosse Rolle. Dieser Artikel erläutert die Grundlagen der soziotechnischen Gestaltung von Chatbots, verdeutlicht die Wirkung sozialer Signale anhand eines Forschungsbeispiels und diskutiert kritisch die Vermenschlichung von Chatbots.

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Notes

  1. 1.

    https://developer.amazon.com/de/alexa.

  2. 2.

    https://www.messenger.com.

  3. 3.

    https://www.msxiaobing.com.

  4. 4.

    https://assistant.google.com.

  5. 5.

    https://www.lufthansa.com/us/en/lufthansa_bot.

  6. 6.

    Für weitere Informationen zur Herleitung dieser Formel verweisen die Autoren auf das Originalwerk von Kincaid et al. (1975).

  7. 7.

    https://dev.botframework.com.

  8. 8.

    https://www.luis.ai.

  9. 9.

    https://slack.com.

  10. 10.

    https://telegram.org.

  11. 11.

    Den Chatbot Anna von IKEA (www.ikea.com) gibt es seit 2016 nicht mehr.

  12. 12.

    https://www.youtube.com/watch?v=D5VN56jQMWM.

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Danksagung

Die Autoren dieses Kapitels danken allen Teilnehmern der hier vorgestellten Studien und allen Kolleginnen und Kollegen am Institute of Information Systems and Marketing für ihre Unterstützung. Ein besonderer Dank gilt Marc T. P. Adam für seine Mitarbeit in diesem Forschungsprojekt.

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Authors and Affiliations

  1. Karlsruher Institut für Technologie (KIT), Institute of Information Systems and Marketing (IISM), Karlsruhe, Deutschland

    Ulrich Gnewuch, Jasper Feine, Stefan Morana & Alexander Maedche

Authors
  1. Ulrich Gnewuch
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  2. Jasper Feine
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  3. Stefan Morana
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  4. Alexander Maedche
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Correspondence to Ulrich Gnewuch .

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Editors and Affiliations

  1. Human-IST Institut, Universität Fribourg, Fribourg, Switzerland

    Edy Portmann

  2. Human-IST Institut, Universität Fribourg, Fribourg, Switzerland

    Sara D'Onofrio

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Gnewuch, U., Feine, J., Morana, S., Maedche, A. (2020). Soziotechnische Gestaltung von Chatbots. In: Portmann, E., D'Onofrio, S. (eds) Cognitive Computing. Edition Informatik Spektrum. Springer Vieweg, Wiesbaden. https://doi.org/10.1007/978-3-658-27941-7_7

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