Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience

Y Liu-Thompkins, S Okazaki, H Li - Journal of the Academy of Marketing …, 2022‏ - Springer
Artificial intelligence (AI) continues to transform firm-customer interactions. However, current
AI marketing agents are often perceived as cold and uncaring and can be poor substitutes …

Conversational recommender systems techniques, tools, acceptance, and adoption: a state of the art review

D Pramod, P Bafna - Expert Systems with Applications, 2022‏ - Elsevier
Conversational recommender systems (CRS) have become popular in recent years and
have gained the attention of researchers. More emphasis is given to user choices and …

Trends in content-based recommendation: Preface to the special issue on Recommender systems based on rich item descriptions

P Lops, D Jannach, C Musto, T Bogers… - User Modeling and User …, 2019‏ - Springer
Automated recommendations have become a pervasive feature of our online user
experience, and due to their practical importance, recommender systems also represent an …

Virtual customer assistants in finance: From state of the art and practices to design guidelines

A Iovine, F Narducci, C Musto, M de Gemmis… - Computer Science …, 2023‏ - Elsevier
Abstract Virtual Customer Assistants (VCAs) are revolutionizing the way users interact with
machines. VCAs allow a far more natural interaction, and are gaining an increasingly large …

AI-based mobile context-aware recommender systems from an information management perspective: Progress and directions

M del Carmen Rodríguez-Hernández, S Ilarri - Knowledge-Based Systems, 2021‏ - Elsevier
Abstract In the Artificial Intelligence (AI) field, and particularly within the area of Machine
Learning (ML), recommender systems have attracted significant research attention. These …

Conversational Recommender Systems and natural language:: A study through the ConveRSE framework

A Iovine, F Narducci, G Semeraro - Decision Support Systems, 2020‏ - Elsevier
Digital Assistants (DA) such as Amazon Alexa, Siri, or Google Assistant are now gaining
great diffusion, since they allow users to execute a wide range of actions through messages …

Argumentative explanations for interactive recommendations

A Rago, O Cocarascu, C Bechlivanidis, D Lagnado… - Artificial Intelligence, 2021‏ - Elsevier
A significant challenge for recommender systems (RSs), and in fact for AI systems in
general, is the systematic definition of explanations for outputs in such a way that both the …

The effects of controllability and explainability in a social recommender system

CH Tsai, P Brusilovsky - User Modeling and User-Adapted Interaction, 2021‏ - Springer
In recent years, researchers in the field of recommender systems have explored a range of
advanced interfaces to improve user interactions with recommender systems. Some of the …

Transparency-check: An instrument for the study and design of transparency in ai-based personalization systems

L Schelenz, A Segal, O Adelio, K Gal - ACM Journal on Responsible …, 2024‏ - dl.acm.org
As AI-based systems become commonplace in our daily lives, they need to provide
understandable information to their users about how they collect, process, and output …

Generating post hoc review-based natural language justifications for recommender systems

C Musto, M de Gemmis, P Lops, G Semeraro - User Modeling and User …, 2021‏ - Springer
In this article, we present a framework to build post hoc natural language justifications that
supports the suggestions generated by a recommendation algorithm. Our methodology is …