The second volume of this research monograph describes a number of applications of Artificial Intelligence in the field of Customer Relationship Management with the focus of solving customer problems. We design a system that tries to understand the customer complaint, his mood, and what can be done to resolve an issue with the product or service.

To solve a customer problem efficiently, we maintain a dialogue with the customer so that the problem can be clarified and multiple ways to fix it can be sought. We introduce dialogue management based on discourse analysis: a...

This volume reveals the history of Information Architecture (IA), reflects on the relationship between practice and research within the discipline, and presents educators with the latest models, frameworks and theories that have emerged from the Information Architecture Academics and Practitioners Roundtable between 2014 and 2019. The most comprehensive and up-to-date overview of Information Architecture so far, this collection is a valuable tool for teachers, researchers, and practitioners interested in recent advances in information architecture in areas such as pervasive computing and...

This edited book is one of the first to describe how Autonomous Virtual Humans and Social Robots can interact with real people and be aware of the surrounding world using machine learning and AI. It includes:

·       Many algorithms related to the awareness of the surrounding world such as the recognition of objects, the interpretation of various sources of data provided by cameras, microphones, and wearable sensors

·       Deep Learning Methods to provide solutions to Visual Attention, Quality Perception, and Visual...

Longitudinal studies have traditionally been seen as too cumbersome and labor-intensive to be of much use in research on Human-Computer Interaction (HCI). However, recent trends in market, legislation, and the research questions we address, have highlighted the importance of studying prolonged use, while technology itself has made longitudinal research more accessible to researchers across different application domains. 

Aimed as an educational resource for graduate students and researchers in HCI, this book brings together a collection of chapters, addressing theoretical and...

Design Research uses scientific methods to evaluate designs and build design theories. This book starts with recognizable questions in Design Research, such as A/B testing, how users learn to operate a device and why computer-generated faces are eerie. Using a broad range of examples, efficient research designs are presented together with statistical models and many visualizations.

With the tidy R approach, producing publication-ready statistical reports is straight-forward and even non-programmers can learn this in just one day. Hundreds of illustrations, tables, simulations and...

An approach to socio-technical HCI called Human Work Interaction Design (HWID) emerged around 2005. It has grown steadily, and now is the time for sharing this research with a wider audience. In this book, the HWID approach is used to discuss socio-technical HCI theory, cases, methods, and impact. The book introduces HWID as a multi-sided platform for theorizing about socio-technical HCI work design in the digital age. It presents design cases that illustrate the design of socio-technical relations, provides specific advice for researchers, consultants, and policy makers, and reflects on...

As mainstream psychology was never intended for the HCI practitioner, this second edition of A Psychology of User Experience takes the opportunity to create a new chapter specifically written for practitioners, that is, UX-oriented psychology rather than the all-too familiar everyday variety. For example, we discuss our two modes of cognition (fast / slow or controlled / automatic); we underline the importance of familiarity; and how and why we check our phones every few seconds day or night. We also establish the ‘context for user experience’ noting that just about everyone...

This edited collection brings together a range of experiences from the field, largely in the context of CSCW and HCI. It focuses specifically on the experiences of people who have worked in difficult, tense, delicate and sometimes conflictual and dangerous settings. The tensions faced by researchers and, more importantly, how they manage to deal with them are often under-remarked. Unlike the bulk of published ethnographic work, the chapters in this book deal more explicitly with the various practical problems that researchers with varying degrees of experience face.

Our aim in this...