Conversational Repair in Chatbots for Customer Service: The Effect of Expressing Uncertainty and Suggesting Alternatives. - Asbjørn Følstad; Cameron Taylor (CONVERSATIONS, 2019)

Investigating the user experience of customer service chatbot interaction: a framework for qualitative analysis of chatbot dialogues. - Asbjørn Følstad; Cameron Taylor (Qual. User Exp., 2021)

Understanding the user experience of customer service chatbots: An experimental study of chatbot interaction design. - Isabel Kathleen Fornell Haugeland; Asbjørn Følstad; Cameron Taylor; Cato Alexander Bjørkli (Int. J. Hum. Comput. Stud., 2022)