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  and Voicebot Isa here. Chatbot Isa is currently looking for a full time Software Developer and Working Student NLP (Chatbot/Voicebot)

Finished Projects

Chatlog Data Analysis with Smart Data Innovation Lab (SDIL), Evaluation of City of Karlsruhe Chatbot, Hybrid Customer Service Agent Development 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	Open Bachelor-/Master-Thesis Topic "Conceptualizing LLM and AI for IT Service Support and Automation"  Other Topics Possible by Arrangement
WS21 - WS23	Thesis	Context Sensitive Chatbots for Product Configuration (Master Thesis), Conversation Mining for Customer Service (Master Thesis), Designing Feedback Features for Task-Focused Chatbots (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!

Research Activities

• Doctoral Consortium at European Conference on Information Systems (ECIS) 2023
• Workshops Participation @ Conversational Customer Interaction Workshop - Internationale Tagung Wirtschaftsinformatik (WI) 2021 and 2022, Position Paper Presentation - International Workshop on Chatbot Research (Conversations) 2022
• Reviewer for International Workshop on Chatbot Research (Conversations) 2022,  European Conference on Information Systems (ECIS) 2021 and 2022, International Conference on Information Systems (ICIS) 2022 and 2023, Internationale Tagung Wirtschaftsinformatik (WI) 2022, 21st International Conference on Business Process Management (BPM 2023), Americas Conference on Information Systems (AMCIS) 2023, ACM Conference on Computer-Supported Cooperative Work and Social Computing (CSCW) 

Publications

Short CV