Congratulations to Elizabeth Han, Assistant Professor in Information Systems, whose research paper with co-authors Dezhi Yin (University of South Florida) and Han Zhang (Georgia Institute of Technology) titled “Chatbot Empathy in Customer Service: When It Works and When It Backfires” has been selected 2022 Best Paper Runner-Up by the Association for Information Systems (AIS) - Special Interest Group on Human Computer Interaction (SIGHCI). The Awards were announced at the AIS SIGHCI Workshop which took place December 11th, 2022 in Copenhagen, Denmark.
The paper investigates the effect of service chatbots’ empathy expressions towards two possible sources for customers’ negative emotions: negative consumption experience and chatbot failure. The pilot study contributes to further knowledge on the role of empathy expressed by service chatbots and offer guidance on when to deploy empathic chatbots in practice.
AIS SIGHCI is the Special Interest Group on Human-Computer Interaction that is affiliated with the Association for Information Systems (AIS). The Group provides a forum for AIS members to discuss, develop, and promote a range of issues related to the history, reference disciplines, theories, practice, methodologies and techniques, new developments, and applications of the interaction between humans, information, technologies, and tasks, especially in the business, managerial, organizational, and cultural contexts.