When Learning Turns To Surveillance – Using Pedagogical Agents in Organizations

Workplace learning is often used to train employees systematically. New in this context is workplace learning with the help of a pedagogical agent (PA). Following Actions Design Research (ADR), this paper describes organizational training for telephone service using such PA. To develop the training, existing employee telephone service problems were analyzed, and the content of the learning program was determined based on this analysis. Subsequently, a PA was developed, implemented, and used in three municipalities. The evaluation of the learning outcome shows promising results but also yields some challenges: even though the employees improved in various aspects of the learning, they also developed a perception of surveillance. This research concludes with the formulation of design principles and suggestions for the organizational embedding of a PA in a workplace setting

When Learning Turns To Surveillance – Using Pedagogical Agents in Organizations

Workplace learning is often used to train employees systematically. New in this context is workplace learning with the help of a pedagogical agent (PA). Following Actions Design Research (ADR), this paper describes organizational training for telephone service using such PA. To develop the training, existing employee telephone service problems were analyzed, and the content of the learning program was determined based on this analysis. Subsequently, a PA was developed, implemented, and used in three municipalities. The evaluation of the learning outcome shows promising results but also yields some challenges: even though the employees improved in various aspects of the learning, they also developed a perception of surveillance. This research concludes with the formulation of design principles and suggestions for the organizational embedding of a PA in a workplace setting

Form Follows Function: Designing For Tensions Of Conversational Agents In Service Encounters

The proliferation of conversational agents (CAs) promises efficiency and quality improvements while enabling a more seamless integration of technology into service encounters. However, it remains unclear how CAs should be designed to provide the optimal experience for the key users: clients and frontline employees. Based on qualitative research with those key users, this study delivers a vision of an adaptable CA. It proposes a differentiated approach toward the design of CA: there is no one-size-fits-all design regarding the level of social presence, autonomy, or agency. The analysis reveals three tensions in user expectations leading to inconsistent design requirements for CAs. To resolve those tensions, CAs should be adapted to the changing context of a service encounter considering the appropriate level of autonomy, task complexity, interpersonal intimacy, and social role of the CA. The study contributes three design principles emphasizing the importance of the context for which a CA is designed

Does Social Presence Increase Perceived Competence? Evaluating Conversational Agents in Advice Giving Through a Video-Based Survey

Conversational agents (CA) have drawn increasing interest from HCI research. They have become popular in different aspects of our lives, for example, in the form of chatbots as the primary point of contact when interacting with an insurance company online. Additionally, CA find their way into collaborative settings in education, at work, or financial advisory. Researchers and practitioners are searching for ways to enhance the customer's experience in service encounters by deploying CA. Since competence is an important treat of a financial advisor, they only accept CA in their interaction with clients if it does not harm their impression on the client. However, we do not know how the social presence of the CA affects this perceived competence. We explore this by evaluating three prototypes with different social presences. For this, we conducted a video-based online survey. In contrast to prior studies focusing on single human-computer interaction, our study explores CA in a dyadic setting of two humans and one CA. First, our results support the Computers-Are-Social-Actors paradigm as the CA with a strong social presence was perceived as more competent than the other two designs. Second, our data show a positive correlation between CA's and advisor's competence. This implies a positive impact of the CA on the service encounter as the CA and advisor can be seen as a competent team

Long-Term Antibiotic Cost Savings from a Comprehensive Intervention Program in a Medical Department of a University-Affiliated Teaching Hospital

We tested a low-cost, multifaceted intervention program comprising formulary restriction measures, continued comprehensive education, and guidelines to improve in-hospital use of antibiotics and related costs. In a short-term analysis, total antibiotic consumption per patient admitted, which was expressed as defined daily doses (DDD), decreased by 36% (P < .001), and intravenous DDDs decreased by 46% (P < .01). Overall expenditures for antibiotic treatment decreased by 53% (US$100 per patient admitted). The 2 main cost-lowering factors were a reduction in prescription of antibiotics (35% fewer treatments; P < .0001) and more diligent use of 5 broad-spectrum antibiotics (23% vs. 10% of treatments; P = .001). Quality of care was not compromised. A pharmacy-based, prospective, long-term surveillance of DDDs and costs over 4 years showed an ongoing effect. This comprehensive intervention program, which aimed to reduce antibiotic consumption and costs, was highly successful and had long-lasting effect

The duration of postoperative ileus after elective colectomy is correlated to surgical specialization

Aim: Postoperative ileus is an important factor of complications following gastrointestinal procedures. Its pathophysiology and the parameters, which may impact on its duration, remain unclear. The aim of this study was to measure the role of various clinical determinants on restoration of intestinal function after elective colorectal surgery. Methods: From July 2002 to September 2003, all patients who underwent laparotomy for colectomy (laparoscopic resections excluded) with either an ileotransverse, colocolic, or high colorectal anastomosis were entered in this prospective study. The intervals in hours between the end of the surgical procedure and passing of flatus (PG) and passing of stool (PS) were recorded by an independent investigator. PG and PS were eventually correlated with the following parameters: type of colectomy, early removal of nasogastric tube (NGT), mechanical bowel preparation (MBP), type of underlying disease, systemic administration of opiates, and surgical training (colorectal fellowship or other). Results: One hundred twenty-four patients were entered in this study. Four patients (3.2%) developed septic complications (3 anastomotic leaks and 1 intraabdominal abscess) and were excluded from the analysis. Median age in this population was 68 (range 30-95) years. Mean duration of postoperative ileus was 70±28h (PG) and 99±34h (PS). The type of colectomy, underlying disease, MBP, and early NGT removal failed, in univariate analysis, to correlate with the duration of postoperative ileus. By contrast, time intervals PG and PS were statistically shorter in the group of patients treated by a colorectal surgeon [56±23 vs 74±28h (PG); 82±26 vs 103±35h (PS), p=0.004], as well as in patients who received systemic opiates for less than 2days [64±27 vs 75±28h (PG), p=0.04; 88±32 vs 108±33h (PS), p=001]. Conclusion: Restoration of normal intestinal function after elective open colectomy takes 3 (PG) to 4 (PS) days. In our series, specialized training in colorectal surgery has a positive impact on the duration of postoperative ileus. Surgical specialization should be considered an important parameter in future clinical trials aiming to minimize postoperative ileu

Two-Dimensional Representation of the Bidirectional Reflectance Distribution Function of Photovoltaic Modules

The optical reflectance properties of PV modules can be described using the bidirectional reflectance distribution function (BRDF). In this paper, a simplified two-dimensional approach to represent the BRDF is proposed. The shape of the solar reflectance image on the PV module is described by comparing a mathematical model and two measurement approaches. For standard PV modules using anti-reflective solar glass, the shape of the solar reflection image is regular and typically elliptical and depends on the angle of solar incidence α. The elliptical shape is described using a diagram for each horizontal and vertical axis based on the constant luminance zone. The dimensions of the axes are approximated using an empirical mathematical function. The result can be used to include glare information in the data sheet of a PV module and to correctly implement the phenomenon of beam spread in tools for glare hazard analysis

Secondary Mental Models: Introducing Conversational Agents in Financial Advisory Service Encounters

When introducing unfamiliar Artificial Intelligence (AI)-based systems, such as conversational agents (CAs), one needs to ensure that users interact with them according to their design. While past research has studied single-user environments, many practical settings involve multiple parties. This study addresses this gap and focuses on financial advisory service encounters and how mental models evolve in multi-party contexts. A multimodal interactive CA is developed and tested in financial consultations with 24 clients. The observations of these consultations and subsequent interviews provide insights into the challenges of using CAs in unfamiliar contexts. The clients have difficulties effectively using the system. This is linked to the institutional setting of financial advisory service encounters and a mismatch between the designer’s conceptual model and the client’s mental model, which we call secondary mental model

Secondary Mental Models: Introducing Conversational Agents in Financial Advisory Service Encounters

When introducing unfamiliar Artificial Intelligence (AI)-based systems, such as conversational agents (CAs), one needs to ensure that users interact with them according to their design. While past research has studied single-user environments, many practical settings involve multiple parties. This study addresses this gap and focuses on financial advisory service encounters and how mental models evolve in multi-party contexts. A multimodal interactive CA is developed and tested in financial consultations with 24 clients. The observations of these consultations and subsequent interviews provide insights into the challenges of using CAs in unfamiliar contexts. The clients have difficulties effectively using the system. This is linked to the institutional setting of financial advisory service encounters and a mismatch between the designer’s conceptual model and the client’s mental model, which we call secondary mental model