Name: dataset_0
Description: This is the default dataset.
User.AffilitationName: KIT-Bibliothek
User.Name: Ulrich Gnewuch
creators.entry: Gnewuch, Ulrich
creators.entry: Feine, Jasper
creators.entry: Morana, Stefan
creators.entry: Mädche, Alexander
contributors.entry: 
title: ExpBot - A dataset of 79 dialogs with an experimental customer service chatbot
additional_title: 
publisher: KIT-Bibliothek
publication_year: 2020-01-01T00:00:00+0100
creation_year: 2018-01-01T00:00:00+0100
creation_year_start: 
keywords.entry: chatbot
keywords.entry: chat data
keywords.entry: dialogs
keywords.entry: sentiment analysis
keywords.entry: satisfaction
keywords.entry: experiment
abstract: 
readme: This dataset consists of 79 dialogs between a human user and a chatbot in English language. This data was collected during an online experiment conducted by the research group "Information Systems & Service Design" at the Karlsruhe Institute of Technology (KIT). 

- chats_single.csv contains the 79 dialogs with all messages from users and bots.
- chats_aggregated.csv contains the following additional for each dialog: participants' overall satisfaction score and sentiment scores for the entire text written by users that was analyzed with five different sentiment analysis tools/services (i.e., AFINN, VADER, IBM, Microsoft, and Google; see Feine et al. 2019).

Experimental task:
Participants were asked to interact with a chatbot to find out whether they could save money by switching to a better mobile phone plan. Additionally, there were shown a fictitious copy of last month's mobile phone bill. During the conversation, the chatbot asked about the participant's usage patterns (e.g., how much data was used) and recommended a randomly generated plan that better met the participant’s requirements. For more information, see Gnewuch et al. (2018).

If you have any questions, please contact us via email (info@chatbotresearch.com) or visit https://chatbotresearch.com.



WARNING!
Some dialogs contain profanity and/or offensive language. Profanity was not removed because it is important for calculating sentiment scores.

PUBLICATIONS / REFERENCES
Gnewuch, U., Morana, S., Adam, M. T. P., and Maedche, A. 2018. “Faster Is Not Always Better: Understanding the Effect of Dynamic Response Delays in Human-Chatbot Interaction,” in Proceedings of the 26th European Conference on Information Systems (ECIS 2018), Portsmouth, United Kingdom.

Feine, J., Morana, S., and Gnewuch, U. 2019. “Measuring Service Encounter Satisfaction with Customer Service Chatbots using Sentiment Analysis,” in Proceedings of the 14th International Conference on Wirtschaftsinformatik (WI 2019), Siegen, Germany, February 24–27.
classifications.entry: 330 - Wirtschaft
resource_type.name: Dataset
resource: 
rights_holder.entry: Gnewuch, Ulrich
rights_holder.entry: Feine, Jasper
rights_holder.entry: Morana, Stefan
rights_holder.entry: Mädche, Alexander
embargo_date: 
license.type: CC BY-NC-SA 4.0
library_identifiers: 
additional_metadata: