Our paper Overcoming Breakdowns in Customer–Chatbot Interaction: Design and Impact of Collaborative Repair Strategies by Prof. Ulrich Gnewuch (University of Passau) und Dr. Fabian Reinkemeier (University of Göttingen und elaboratum GmbH) has been published in MIS Quarterly. The paper investigates how communication problems between humans and AI can be addressed through a collaborative approach. As part of the study, this approach was evaluated in a field experiment with the customer service chatbot of a major insurance company.
The paper is available open access here: https://doi.org/10.25300/MISQ/2025/18742