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Human-Computer Interaction (HCI) is the region of intersection between the social and behavioral sciences, and information technology. It provides a challenging test domain for applying and developing social theory and a stringent source of constraint for creating and evaluating new information systems.

Research Highlight

PhD student Ji Wang co-authors CHI paper

2014-05-10

The paper titled "Towards Crowd-based Customer Service: A Mixed-Initiative Tool for Managing Q&A Sites" with co-authors Tiziano Piccardi (Xerox Research Center Europe), Gregorio Convertino (Informatica Corporation, US), Massimo Zancanaro (FBK, Italy), Cedric Archambeau (Amazon Inc., Germany) was the result of an interdisciplinary project Ji Wang participated at during his internship at Xerox Research in France, last Summer.

Abstract: In this paper, we propose a mixed-initiative approach to integrate a Q&A site based on a crowd of volunteers with a standard operator-based help desk, ensuring quality of customer service. Q&A sites have emerged as an efficient way to address questions in various domains by leveraging crowd knowledge. However, they lack sufficient reliability to be the sole basis of customer service applications. We built a proof-of-concept mixed-initiative tool that helps a crowd-manager to decide if a question will get a satisfactory and timely answer by the crowd or if it should be redirected to a dedicated operator. A user experiment found that our tool reduced the participants' cognitive load and improved their performance, in terms of their precision and recall. In particular, those with higher performance benefited more than those with lower performance.

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Recent News

ICAT day featuring a strong set of CHCI demos

2014-05-15

Learn more about the research of the Institute for Creativity, Arts, and Technology (ICAT) and meet the faculty and students who are crossing traditional discipline boundaries to develop new possibilities for exploration ...

Chris North honored with research award

2014-05-15

CHCI faculty member Chris North, professor of computer science, received the 2014 College of Engineering Dean's Award for Excellence in Research for his work on visual analytics and information visualization. Congratula ...

CHCI students dominate the international 3DUI Symposium Contest

2014-04-23

For the fourth time in five years, a team of doctoral students from the Center for Human-Computer Interaction has won the top prize in the IEEE 3-D User Interfaces contest. The Virginia Tech team devised a solution entit ...

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Recent CHCI Seminar

As "I" Like it: The Psychology of Customized Messages

2014-04-11 at 12:30:00 in Merryman Studio (Room 253) ICAT

Presenter: Sriram Kalyanaraman

Abstract: Although subsumed under various nomenclatures such as customization, personalization, and tailoring, the notion of matching media messages to some aspect of the self has attracted enduring attention from scholars in several disciplines. This talk, which is part of a book project, reviews a program of research on the psychology of Web-based customization. Dr. Kalyanaraman will discuss evidence from a series of experimental studies that shed light on many nuances of customization, including the identification of theoretical mechanisms, longitudinal effects, the role of individual differences, the importance of cultural psychology, among others, while also accentuating its deployment and applicability in diverse online venues (e.g., Web portals, news sites, e-commerce sites, health interfaces, virtual reality).

Bio: Sriram "Sri" Kalyanaraman (sri@unc.edu) is Associate Professor and Director of the Media Effects Laboratory at the University of North Carolina at Chapel Hill's School of Journalism and Mass Communication. At UNC, he has an adjunct appointment in the School of Information and Library Science and is affiliated with the Interaction Design Lab. He is also a founding member of UNC's Interdisciplinary Health Communication (IHC) certificate program. Kalyanaraman's educational background includes a bachelor's degree in engineering and an interdisciplinary PhD in mass communication, with a focus on technology, marketing, psychology, and statistics. Kalyanaraman's primary research focuses on the psychology of new technologies, particularly as they inform persuasion and attitude change in online environments. He also studies information processing of persuasive health messages and social and marketing effects of sexual and violent content. Kalyanaraman's research has been funded by both government (e.g., National Institutes of Health) and industry (e.g., Janssen Pharmaceutica). He is currently co-editor of the journal Media Psychology.

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