<img src="Bild1.jpg" height="343" width="283" alt="Daniel Schloß">

M. Sc. Daniel Schloß

  • Karlsruhe Institute of Technology (KIT)
    Institute of Information Systems and Marketing (IISM)
    Kaiserstraße 89
    76133 Karlsruhe

    Industry Partner

     

Research Interest

  • Conversational Agents (Chatbots, Voicebots) for Customer Service
  • Chatbot Analytics - Data-Driven Chatbot Optimization
    • Language Understanding (NLU) Support
    • Conversation Mining
    • Chatbot Feedback and Evaluation
  • Interplay of AI-Chatbot and Human Service Agents in Digital Customer Service
  • Energy Industry

Projects

Ongoing Industry Collaboration

 

 

Project description: Link

 

Industry Partner: Heidelberger Services AG (hsag) is a company founded in 2005 with an industry focus on the energy sector. The dynamic company offers its customers, small to large energy suppliers and network operators, a wide range of innovative consulting and services. This includes both content and web design marketing, business process outsourcing, trained support for process execution and customer service, consulting and Robotic Process Automation, and software products including Chatbot Isa. Hsag is always looking for new employees with energy! For current offers; full jobs, internships or working student vacancies, look here.

Get to know hsag Customer Service Chatbot Isa here. Chatbot Isa is currently looking for a full time Software Developer and a Working Student Product Management

Finished Projects

Chatlog Data Analysis with Smart Data Innovation Lab (SDIL), Evaluation of City of Karlsruhe Chatbot, Hybrid Customer Service Agent Developement in the Context of the Digitalization in the Energy Industry: MeKIDI. For additional insights into previous chatbot research, visit Chatbotresarch.

Seminar and Thesis

Open

Seminar, Bachelor or Master Thesis

Possible Directions: 1) NLU Support Systems (Text/Topic Mining, Utterance and NLU Training Data Analysis); 2) Methods, Concepts and Tools in Chatbot Analytics (Literature Review); 3) Advanced Conversation Mining, 4) Collection of Chatbot Feedback (Experimental Study with Feedback Variants)

 Open! Thesis with technical as well as conceptual focus possible
WS21 - WS22 Thesis Context Sensitive Chatbots for Product Configuration (Master Thesis), Conversation Mining for Customer Service (Master Thesis) Finished

SS 21

CDT Seminars

 Labeling Tool for Chatbot Conversations, Sentiment Analysis Models on Chatbot Data, Process Mining for Experimental Chatbot Dataset Finished

SS 21 - WS22

ISSD Seminars

 Human-AI Collaboration, Preferences in Online Customer Service (Human vs. AI), Chatbot Analytics Finished

If you are interested in writing a seminar paper or a thesis on a topic related to my research interests, you can contact me at any time. Practical relevance guaranteed!

Publications

  • "Conversation Mining for Customer Service" (Position Paper, Conversations 2022)
  • "Designing a Context-Aware Chatbot for Product Configuration" (Full Paper, Conversations 2022, Co-Author)
  • "Towards Designing a Conversation Mining System for Customer Service" (Short Paper, ICIS 2022)
  • "Chatbot Analytics mittels Betriebsdaten" (Buchkapitel, HMD Praxis der Wirtschaftsinformatik, 2021)

Research Activities

 

Short CV

11/2020 Doctoral Researcher in the research group of Information Systems & Service Design (ISSD) at the Karlsruhe Institute of Technology (KIT)
11/2020 Product Manager at hsag Heidelberger Services AG
04/2017 09/2020 M. Sc. Business Management at Julius-Maximilians-Universität Würzburg (JMU)
10/2013 03/2017 B. Sc. Economics at Julius-Maximilians-Universität Würzburg (JMU)
Internships and work experience Daimler AG (Sales), Saint Gobain Isover G+H AG (Production Analytics), s. Oliver GmbH & Co. KG (Data Cleansing and Validation SAP Implementation Project), Pfalzwerke AG (Project Management E-Mobility)