Dataset and Analysis of Customer Service Chatbots

This dataset is the digital appendix to the accepted publication "Left, Right, Down, or Round – Exploring the Design of Patterns in Chatbot Interfaces and How Users Like Them" from CONVERSATIONS 2025 (publication in progress).

Within the ZIP file the following files are included:

Chatbot-Screenshots: A folder containing screenshots from the coders    Coder_1: Subfolder for coder 1    Coder_2: Subfolder for coder 2    Outliers: A folder containing only screenshots from the outliers which were found by the coders    Source_Code: screenshots showing the use of the same technologies for some implementations in their source code

Codebooks: A folder containing the codebooks for patterns and variations of a subset of patterns    Pattern-codebook.xlsx: A file with three excel sheets containing all coded chatbots regarding their patterns    Sheet 1 is the consolidation including the inter-rater realiability for each pattern    Sheets 2 and 3 contain the coding of coder 1 and 2    Variations-codebook.xlsx: A file with three excel sheets containing all coded chatbots regarding the variations of the chosen subset of patterns    Sheet 1 is the consolidation including the inter-rater realiability for each pattern    Sheets 2 and 3 contain the coding of coder 1 and 2