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Publication network from the last five years
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“Have I Answered Your Question Satisfactorily?”: Customer Requests, Intent Recognition Errors, and Repair Strategies in Chatbot Interactions
Martijn, G., van Hooijdonk, C., Hoeken, H. & Kunneman, F., 6 Feb 2026, (E-pub ahead of print) In: International Journal of Human-Computer Interaction. 18 p.Research output: Contribution to journal › Article › Academic › peer-review
Open Access -
“Hold on, I’ll connect you to a human agent”: Recipient design, repair, and their impact on progressivity in human-chatbot conversations.
Martijn, G., van Burgsteden, L., te Molder, H. & van Hooijdonk, C., Feb 2026, In: Discourse and Communication. 20, 1, p. 74-97 24 p.Research output: Contribution to journal › Article › Academic › peer-review
Open AccessFile -
Conversational Repair Strategies to Cope with Errors and Breakdowns in Customer Service Chatbot Conversations
Braggaar, A., Verhagen, J., Martijn, G. & Liebrecht, C., 13 Mar 2024, Chatbot Research and Design - 7th International Workshop, CONVERSATIONS 2023, Revised Selected Papers. Følstad, A., Araujo, T., Papadopoulos, S., Law, E.L.-C., Luger, E., Goodwin, M., Hobert, S. & Brandtzaeg, P. B. (eds.). 1 ed. Springer, p. 23-41 19 p. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); vol. 14524 LNCS).Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review
Open AccessFile -
A Framework and Content Analysis of Social Cues in the Introductions of Customer Service Chatbots
van Hooijdonk, C., Martijn, G. & Liebrecht, C., 4 Feb 2023, Chatbot Research and Design . Springer, p. 118-133 16 p. (Lecture Notes in Computer Science; vol. 13815).Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review
Open AccessFile -
Reconfiguring The Customer Service Domain: Perspectives Of Managers, Conversational Designers, And Human Agents On Human-Chatbot Collaboration
Martijn, G., van Hooijdonk, C., Kunneman, F. & Hoeken, H., 22 Dec 2023, In: International Journal of Innovation and Technology Management. 21, 4Research output: Contribution to journal › Article › Academic › peer-review
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Hold On, I'll Connect You to a Human Agent” : Recipient Design, Repair Strategies, and Their Impact on Conversational Progressivity in Handover Conversations
Martijn, G. (Speaker)
3 Feb 2025Activity: Talk or presentation › Poster/paper presentation › Academic
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What bots and stakeholders think of each other - Utrecht University's research on how chatbots are perceived - front line agents and their management
Martijn, G. (Speaker)
13 Mar 2024Activity: Talk or presentation › Invited talk › Professional
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Error en repair in klantenservicegesprekken
Martijn, G. (Speaker) & Braggaar, A. (Speaker)
19 Sept 2024Activity: Talk or presentation › Invited talk › Professional
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'Could you please rephrase your question?’ Conversational repair strategies to cope with errors and breakdowns in customer service chatbot conversations
Martijn, G. (Speaker) & Liebrecht, C. (Speaker)
22 Nov 2023Activity: Talk or presentation › Poster/paper presentation › Academic
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A reconfigured way of working:
Martijn, G. (Speaker)
10 Feb 2022Activity: Talk or presentation › Poster/paper presentation › Academic
Prizes & Grants
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CONVERSATIONS 2022 Best Paper Award
van Hooijdonk, C. (Recipient), Martijn, G. (Recipient) & Liebrecht, C. (Recipient), 23 Nov 2022
Prize: Prize (including medals and awards)