Motivations, Classification and Model Trial of Conversational Agents for Insurance Companies

Advances in artificial intelligence have renewed interest in conversational agents. So-called chatbots have reached maturity for industrial applications. German insurance companies are interested in improving their customer service and digitizing their business processes. In this work we investigate the potential use of conversational agents in insurance companies by determining which classes of agents are of interest to insurance companies, finding relevant use cases and requirements, and developing a prototype for an exemplary insurance scenario. Based on this approach, we derive key findings for conversational agent implementation in insurance companies.Comment: 12 pages, 6 figure, accepted for presentation at The International Conference on Agents and Artificial Intelligence 2019 (ICAART 2019

Exploring digital corporate social responsibility communications on Twitter

Many brands utilize social media to communicate with consumers, but are they taking advantage of these media's potential for co-creation? We explore this in the corporate social responsibility (CSR) context where online CSR dialogs form as brands interact with consumers using social media. Study 1 examines eight brands' digital CSR communications on Twitter and suggests these dialogs are present but are rarely part of the process with most interactions between their consumers. Study 2 assesses the brands' CSR relevant tweets' content and finds that most are not relevant to CSR and, moreover, are predominantly one-way. Therefore, both studies reveal that brands are not tapping into the potential for co-creation that is inherent in social media. Thus, we recommend that social media communications should include (a) mentions of individual consumers, (b) audience specific and relevant message content, and (c) opportunities for consumers to co-create value with the relevant brands

Exploring digital corporate social responsibility communications on Twitter

Many brands utilize social media to communicate with consumers, but are they taking advantage of these media’s potential for co-creation? We explore this in the corporate social responsibility (CSR) context where online CSR dialogs form as brands interact with consumers using social media. Study 1 examines eight brands’ CSR communication on Twitter and suggests these dialogs are present, but are rarely part of the process with most interactions between their consumers. Study 2 assesses the brands’ CSR relevant tweets’ content and finds that most are not relevant to CSR and, moreover, are predominantly one-way. Therefore, both studies reveal that brands are not tapping into the potential for co-creation that is inherent in social media. Thus, we recommend that social media messages should be engaging to the minimum extent that they include (a) mentions of individual consumers, (b) audience specific and relevant message content, and (c) opportunities for consumers to co-create value with the relevant brands

Design and evaluation of acceleration strategies for speeding up the development of dialog applications

In this paper, we describe a complete development platform that features different innovative acceleration strategies, not included in any other current platform, that simplify and speed up the definition of the different elements required to design a spoken dialog service. The proposed accelerations are mainly based on using the information from the backend database schema and contents, as well as cumulative information produced throughout the different steps in the design. Thanks to these accelerations, the interaction between the designer and the platform is improved, and in most cases the design is reduced to simple confirmations of the “proposals” that the platform dynamically provides at each step. In addition, the platform provides several other accelerations such as configurable templates that can be used to define the different tasks in the service or the dialogs to obtain or show information to the user, automatic proposals for the best way to request slot contents from the user (i.e. using mixed-initiative forms or directed forms), an assistant that offers the set of more probable actions required to complete the definition of the different tasks in the application, or another assistant for solving specific modality details such as confirmations of user answers or how to present them the lists of retrieved results after querying the backend database. Additionally, the platform also allows the creation of speech grammars and prompts, database access functions, and the possibility of using mixed initiative and over-answering dialogs. In the paper we also describe in detail each assistant in the platform, emphasizing the different kind of methodologies followed to facilitate the design process at each one. Finally, we describe the results obtained in both a subjective and an objective evaluation with different designers that confirm the viability, usefulness, and functionality of the proposed accelerations. Thanks to the accelerations, the design time is reduced in more than 56% and the number of keystrokes by 84%

The Role of Reuse in the Successive Implementation of Conversational Agents

More and more companies rely on the implementation of conversational agents (CAs) to automate certain of their processes. While CAs' initial development often mirrors an innovative process, their successive implementation can be made more efficient by drawing on other CAs' prior developments. We rely on data from a case study where a series of chatbots (which represent one type of CAs) was implemented. Routine theoretical concepts help us better understand how CAs may dynamically evolve and how their implementation can be accelerated. We found that a) the reuse of emerging or intentionally constructed means may allow accelerating the implementation of multiple successive CAs, b) means can be reused to extend or transfer functionality (through mutation or inheritance); and c) changes in the conversational context determine if means can be reused directly or not (through reproduction or recreation)

Privacy Preference Signals: Past, Present and Future

Privacy preference signals are digital representations of how users want their personal data to be processed. Such signals must be adopted by both the sender (users) and intended recipients (data processors). Adoption represents a coordination problem that remains unsolved despite efforts dating back to the 1990s. Browsers implemented standards like the Platform for Privacy Preferences (P3P) and Do Not Track (DNT), but vendors profiting from personal data faced few incentives to receive and respect the expressed wishes of data subjects. In the wake of recent privacy laws, a coalition of AdTech firms published the Transparency and Consent Framework (TCF), which defines an opt-in consent signal. This paper integrates post-GDPR developments into the wider history of privacy preference signals. Our main contribution is a high-frequency longitudinal study describing how TCF signal gained dominance as of February 2021. We explore which factors correlate with adoption at the website level. Both the number of third parties on a website and the presence of Google Ads are associated with higher adoption of TCF. Further, we show that vendors acted as early adopters of TCF 2.0 and provide two case-studies describing how Consent Management Providers shifted existing customers to TCF 2.0. We sketch ways forward for a pro-privacy signal

Keeping up the Dialog: Understanding the Use of Social Media by German Mobility Companies During the Covid-19 Pandemic

The theory of crisis communication is usually driven by crises in the environment of corporations or those caused by the corporation itself leading to a loss of reputation and financial fallout. In 2020, the Covid-19 pandemic changed the rules of communication strategies during a crisis. Every actor was directly or indirectly affected by the consequences that arose from the emergence of the virus. It forced corporations to establish new ways of maintaining and strengthening relationships with their stakeholders, for example via social media. This paper aims to compare corporate communications before and during the pandemic regarding the Facebook and Twitter channels of three companies of the strongly inflicted mobility sector. For this purpose, 771 posts of Deutsche Bahn, Flixbus and Lufthansa in 2019 and 2020 were analyzed. The qualitative content analysis emphasized that a crisis, which was not self-inflicted, implies more mutual understanding and comprehensibility for the situation of the respective counterpart. Thus crisis management deals less with damage containment but focuses on the treatment of arising issues (cancellations, hygiene measures, uncertainty etc.). This leads to a more personal and emotional communication and profound dialogs with customers. The paper outlines several key aspects for further research and practice concerning the handling of external crises and the general use of social media platforms to strengthen symmetrical communication

The Minimized Face of Internal Communication: An Exploration of How Public Relations Agency Websites Frame Internal Communication and its Connection to Social Media

Internal communication is increasingly vital to organizational success due to the influence of social media, yet it remains understudied within public relations research. Using a qualitative content analysis of 181 websites, this study examines how leading public relations agency websites frame the value of internal communication and its connection to social media. Findings reveal internal communication is largely missing from the frame. When explicitly referenced, it is mostly framed as synonymous with employee communication as a means for management to communicate to employees, though some portrayals are more robust. Websites frame internal communication’s value as enhancing financial outcomes by improving workplace culture, employee engagement, and workers’ willingness to support management’s preferred organization brand or reputation. Social media are disconnected from internal communication and are mostly framed as tools that require additional employee training to use in order to reach external audiences. A handful of agencies urge organizations to include social media and internal stakeholders within the internal communication function. Recommendations are made for future internal communication research and practice

Crossing the Rubicon: A Generic Intelligent Advisor

Recommender systems (RS) are being used by an increasing number of e-commerce sites to help consumers find the personally best products. We define here the criteria that a RS should satisfy, drawing on concepts from behavioral science, computational intelligence, and data mining. We present our conclusions from building the WiseUncle RS and give its general description. Rather than being an advisor for a particular application, WiseUncle is a generic RS, a platform for generating application-specific advisors