Showing papers by "Michael H. Breitner published in 2020"

Virtual Assistance in Any Context

Abstract: Several domain-specific assistants in the form of chatbots have conquered many commercial and private areas. However, there is still a limited level of systematic knowledge of the distinctive characteristics of design elements for chatbots to facilitate development, adoption, implementation, and further research. To close this gap, the paper outlines a taxonomy of design elements for chatbots with 17 dimensions organized into the perspectives intelligence, interaction and context. The conceptually grounded design elements of the taxonomy are used to analyze 103 chatbots from 23 different application domains. Through a clustering-based approach, five chatbot archetypes that currently exist for domain-specific chatbots are identified. The developed taxonomy provides a structure to differentiate and categorize domain-specific chatbots according to archetypal qualities that guide practitioners when taking design decisions. Moreover, the taxonomy serves academics as a foundation for conducting further research on chatbot design while integrating scientific and practical knowledge.

Privacy concerns in the smart home context

Abstract: With the rapid development of the Internet of Things, intelligent systems are increasingly finding their way into everyday life and into people’s homes. With the spread of these technologies, there is a growing concern about what sensitive data is collected and what it is used for. Unfortunately, the role of privacy has remained largely unexplored in the smart home (SH) usage context. This study addresses this gap in literature: to what extend users’ concerns for information privacy influence the intended SH usage. This study takes an interactional psychology perspective and links the dimensions of the privacy concerns to the intention to use SH devices. Therefore, a multi-theoretical model using Smart PLS 3.2.8 was tested. This study contributes to the literature on privacy, and SH usage by exploring how and why privacy concerns influence participants’ intended SH usage. The findings, derived from the empirical study emphasize the importance of addressing privacy concerns because they are capable of directly and indirectly influencing the intended SH usage. Finally, the results which indicate new directions for privacy and SH research are discussed and implications for research and practice are given.

Influencing factors for the digital transformation in the financial services sector

Abstract: Digital transformation affects almost every area in societies and has consequences for incumbent companies. With qualitative research, we explore the influencing factors for digital transformation in the financial services sector. We use a PEST-model and Porter’s Five Forces as the underlying structure for our analysis. Our interviews and findings show that the financial services sector face the same current challenges, but their impact is perceived higher in the banking than in the insurance sector concerning social factors and bargaining power of buyers. The character of the current development is evolutionary rather than disruptive. Almost all incumbents currently focus on modernizing and consolidating their backend-systems. The aim is to enable them for new customer-oriented services. A primary driver for the digital transformation is the threat of a broader market entry by BigTechs. Our research provides a comprehensive overlook about the influencing factors of digital transformation using statements from experts in the field.

Encouraging the use of self-service business intelligence – an examination of employee-related influencing factors

Abstract: This study examines which factors influence the use of self-service business intelligence (SSBI) applications. To analyse the interdependencies, we develop a structural equation model (SEM) and tes...

Shortening the Last Mile in Urban Areas: Optimizing a Smart Logistics Concept for E-Grocery Operations

Abstract: Urbanization, the corresponding road traffic, and increasing e-grocery markets require efficient and at the same time eco-friendly transport solutions. In contrast to traditional food procurement at local grocery stores, e-grocery, i.e., online ordered goods, are transported directly to end customers. We develop and discuss an optimization approach to assist the planning of e-grocery deliveries in smart cities introducing a new last mile concept for the urban food supply chain. To supply city dwellers with their ordered products, a network of refrigerated grocery lockers is optimized to temporarily store the corresponding goods within urban areas. Customers either collect their orders by themselves or the products are delivered with electric cargo bicycles (ECBs). We propose a multi-echelon optimization model that minimizes the overall costs while consecutively determining optimal grocery locker locations, van routes from a depot to opened lockers, and ECB routes from lockers to customers. With our approach, we present an advanced concept for grocery deliveries in urban areas to shorten last mile distances, enhancing sustainable transportation by avoiding road traffic and emissions. Therefore, the concept is described as a smart transport system.

More than FAQ! Chatbot Taxonomy for Business-to-Business Customer Services

Abstract: Chatbots are becoming increasingly important in the customer service sector due to their service automation, cost saving opportunities and broad customer satisfaction Similarly, in the business-to-business (B2B) sector, more and more companies use chatbots on their websites and social media channels, to establish sales team contact, to provide information about their products and services or to help customers with their requests and claims Customer relations in the B2B environment are especially characterized by a high level of personal contact service and support through expert explanations due to the complexity of the products and service offerings In order to support these efforts, chatbots can be used to assist buying centers along the purchase decision process However, B2B chatbots have so far only been marginally addressed in the scientific human-computer interaction and information systems literature To provide both researchers and practitioners with knowledge about the characteristics and archetypal patterns of chatbots currently existing in B2B customer services, we develop and discuss a 17-dimensional chatbot taxonomy for B2B customer services based on Nickerson et al [1] By classifying 40 chatbots in a cluster analysis, this study has identified three archetypal structures prevailing in B2B customer service chatbot usage

Smart Home in Private Households: Status Quo, Discussion, and New Insights

Abstract: The growing digital transformation creates new ways of living. In recent years, intelligent smart homes (SHs) have increased rapidly. The article gives a status quo overview of the SH literature with regard to the interactions between SHs and their end-users and structures the literature into three categories (SH systems, SH application areas, and SH end-users) and 15 corresponding concepts. The analysis implies that SH is a broad and relevant research topic with different subjects, research gaps, and emerging benefits but also with challenges for all the players in the SH market. SH success depends on many critical success factors (CSF), such as acceptance of usability or interface design. Implications for research and practice to meet these challenges are presented. Several future research directions are suggested.

Ein Anreizsystem zur erfolgreichen Implementierung eines digitalen Studienassistenten.

Abstract: Abstrakt. Unterschiedliche Anreizstrukturen und damit auch verschiedene Nutzungsanreize wirken auf das Handeln der beteiligten Akteure. Insbesondere, wenn die Einführung eines neuen Informationssystems wie eines digitalen Studienassistenten bevor steht, sind Anreizstrukturen für die Implementierung und spätere Nutzung weitgehend unbekannt und können zu einer mangelnden Motivation der beteiligten Akteure führen. Unser Forschungsziel ist, verschiedene Anreize für Hochschuleinrichtungen (HE) zu verstehen und in ein Anreizsystem für einen individuellen, digitalen und datengestützten Studienassistenten zu überführen. Durch qualitative Forschung mit Experteninterviews aus einer Hochschule diskutieren wir ein generisches Anreizsystem unter Berücksichtigung des gewachsenen Stellenwerts von digitalen Studienassistenten an Hochschulen. Die Ergebnisse und Erkenntnisse zeigen, dass unterschiedliche Bedürfnisse, implizite und explizite Motive und Ziele von HE in Kombination mit situationsbezogenen Einflüssen berücksichtigt werden müssen, um entsprechendes Handeln, Nutzung und Erfolg zu erzielen.

A Real Options Approach to Determine the Optimal Choice Between Lifetime Extension and Repowering of Wind Turbines

Abstract: The imminent end-of-funding for an enormous number of wind energy turbines in Germany until 2025 is confronting affected operators with the challenge of deciding whether to further extend the lifetime of old turbines or to repower and replace it with new and more efficient ones. By means of a real options approach, we combine two methods to address the question if extending the operational life of a turbine is economically viable, and if so, for how long until it is replaced by a new turbine. It may even be the case that repowering before leaving the renewable energy funding regime is more viable. The first method, which is the net present repowering value, determines whether replacing a turbine before the end of its useful life is financially worthwhile. The second method, which follows a real options approach, determines the optimal time to invest in the irreversible investment (i.e., replacing the turbine) under uncertainty. The combination allows for continuously evaluating the two options of lifetime extension and repowering in order to choose the most profitable end-of-funding strategy and timing. We finally demonstrate the relevance of our approach by applying it to an onshore wind farm in a case study.

Hybrid Intelligence with Commonality Plots: A First Aid Kit for Domain Experts and a Translation Device for Data Scientists.

Abstract: There is a large gap between domain experts capable to identify business needs and data scientists who use insight producing algorithms, but often fail to connect these to the bigger picture. A major challenge for companies and organizations is to integrate practical data science into existing teams and workflows. We are driven by the assumption that efficient data science requires cross-disciplinary teams able to communicate. We present a methodology that enables domain experts and data scientists to analyze and discuss findings and implications together. Motivated by a typical problem from auditing we introduce a visualization method that helps to detect unusual data in a subset and highlights potential areas for investigation. The method is a first aid kit applicable regardless whether unusual samples were detected by manual selection of domain experts or by algorithms applied by data scientists. An applicability check shows how the visualizations facilitate collaboration of both parties.

Anforderungsanalyse und kritische Erfolgsfaktoren für einen digitalen Studienassistenten.

Abstract: Abstrakt. Studierende erwarten heute eine digitale Transformation in der Hochschullehre sowie Studiumsbegleitung, u.a. eine Individualisierung ihres Studiums, selbstreguliertes Lernen und Flexibilität, eine Internationalisierung und eine Vernetzung in sozialen Medien. Wir identifizieren systematisch Anforderungen der Studierenden und kritische Erfolgsfaktoren für die Entwicklung eines individuellen, digitalen und datengestützten Studienassistenten. Wir setzten sowohl 19 Experteninterviews als auch Onlinebefragungen (575 Studierende) ein, um die Anforderungen und kritischen Erfolgsfaktoren bei der Entwicklung zielorientiert zu berücksichtigen. Unsere Ergebnisse belegen, dass sowohl spezifische Anforderungen, z.B. Fachexpertise oder Ressourcen, die frei verfügbar als OER angeboten werden, als auch kritische Erfolgsfaktoren, z.B. intuitiv bedienbare Applikation direkt im Lernmanagementsystem, einen erheblichen Einfluss auf die zu erwartende Nutzung und den zu erwartenden Erfolg eines Studienassistenten haben. Die frühzeitige, strukturierte und systematische Integration betroffener Stakeholder ermöglicht eine fundierte und zielgerichtete Entwicklung des Studienassistenten. Die Lücken zwischen abstrakten Digitalisierungs-Herausforderungen, konkreten funktionalen Anforderungen sowie kritischen Erfolgsfaktoren für eine erfolgreiche Nutzung können damit geschlossen werden.