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    Dataset: ExpBot - A dataset of 79 dialogs with an experimental customer service chatbot

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    Alternate identifier:
    (KITopen-DOI) 10.5445/IR/1000117842
    Related identifier:
    -
    Creator/Author:
    Gnewuch, Ulrich [Gnewuch, Ulrich]

    Feine, Jasper [Feine, Jasper]

    Morana, Stefan [Morana, Stefan]

    Mädche, Alexander [Mädche, Alexander]
    Contributors:
    -
    Title:
    ExpBot - A dataset of 79 dialogs with an experimental customer service chatbot
    Additional titles:
    -
    Description:
    (Technical Remarks) This dataset consists of 79 dialogs between a human user and a chatbot in English language. This data was collected during an online experiment conducted by the research group "Information Systems & Service Design" at the Karlsruhe Institute of Technology (KIT). Experimental task: Participants were... This dataset consists of 79 dialogs between a human user and a chatbot in English language. This data was collected during an online experiment conducted by the research group "Information Systems & Service Design" at the Karlsruhe Institute of Technology (KIT). Experimental task: Participants were asked to interact with a chatbot to find out whether they could save money by switching to a better mobile phone plan. Additionally, there were shown a fictitious copy of last month's mobile phone bill. During the conversation, the chatbot asked about the participant's usage patterns (e.g., how much data was used) and recommended a randomly generated plan that better met the participant’s requirements. For more information, see Gnewuch et al. (2018). If you have any questions, please contact us via email (info@chatbotresearch.com) or visit https://chatbotresearch.com. WARNING! Some dialogs contain profanity and/or offensive language. Profanity was not removed because it is important for calculating sentiment scores. PUBLICATIONS / REFERENCES Gnewuch, U., Morana, S., Adam, M. T. P., and Maedche, A. 2018. “Faster Is Not Always Better: Understanding the Effect of Dynamic Response Delays in Human-Chatbot Interaction,” in Proceedings of the 26th European Conference on Information Systems (ECIS 2018), Portsmouth, United Kingdom. Feine, J., Morana, S., and Gnewuch, U. 2019. “Measuring Service Encounter Satisfaction with Customer Service Chatbots using Sentiment Analysis,” in Proceedings of the 14th International Conference on Wirtschaftsinformatik (WI 2019), Siegen, Germany, February 24–27.

    This dataset consists of 79 dialogs between a human user and a chatbot in English language. This data was collected during an online experiment conducted by the research group "Information Systems & Service Design" at the Karlsruhe Institute of Technology (KIT). Experimental task: Participants were asked to interact with a chatbot to find out whether they could save money by switching to a better mobile phone plan. Additionally, there were shown a fictitious copy of last month's mobile phone bill. During the conversation, the chatbot asked about the participant's usage patterns (e.g., how much data was used) and recommended a randomly generated plan that better met the participant’s requirements. For more information, see Gnewuch et al. (2018). If you have any questions, please contact us via email (info@chatbotresearch.com) or visit https://chatbotresearch.com. WARNING! Some dialogs contain profanity and/or offensive language. Profanity was not removed because it is important for calculating sentiment scores. PUBLICATIONS / REFERENCES Gnewuch, U., Morana, S., Adam, M. T. P., and Maedche, A. 2018. “Faster Is Not Always Better: Understanding the Effect of Dynamic Response Delays in Human-Chatbot Interaction,” in Proceedings of the 26th European Conference on Information Systems (ECIS 2018), Portsmouth, United Kingdom. Feine, J., Morana, S., and Gnewuch, U. 2019. “Measuring Service Encounter Satisfaction with Customer Service Chatbots using Sentiment Analysis,” in Proceedings of the 14th International Conference on Wirtschaftsinformatik (WI 2019), Siegen, Germany, February 24–27.

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    Keywords:
    chatbot
    chat data
    dialogs
    sentiment analysis
    satisfaction
    experiment
    Related information:
    -
    Language:
    -
    Publishers:
    Karlsruhe Institute of Technology
    Production year:
    2018
    Subject areas:
    Economics
    Resource type:
    Dataset
    Data source:
    -
    Software used:
    -
    Data processing:
    -
    Publication year:
    2023
    Rights holders:
    Gnewuch, Ulrich

    Feine, Jasper

    Morana, Stefan

    Mädche, Alexander
    Funding:
    -
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    Name Storage Metadata Upload Action
    Status:
    Published
    Uploaded by:
    kitopen
    Created on:
    2023-04-20
    Archiving date:
    2023-06-21
    Archive size:
    251.9 kB
    Archive creator:
    kitopen
    Archive checksum:
    0648830975d53366ecc6ed56aaa16f40 (MD5)
    Embargo period:
    -
    DOI: 10.35097/1210
    Publication date: 2023-06-21
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    Rights statement for the dataset
    This work is licensed under
    CC BY-NC-SA 4.0
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    Cite Dataset
    Gnewuch, Ulrich; Feine, Jasper; Morana, Stefan; et al. (2023): ExpBot - A dataset of 79 dialogs with an experimental customer service chatbot. Karlsruhe Institute of Technology. DOI: 10.35097/1210
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