RESEARCH
AND TEACHING

Sophie and
the science

Not just blah blah blah

Sophie not only talks about chatbots, she also actively researches them, publishes and lectures on their use at various universities.

Since 2021, Sophie has been a research assistant at the Institute for Financial Services at the Lucerne University of Applied Sciences and Arts (IFZ) employed. Her main task here is to drive forward the area of “Insurance” and to explore the area of conversational banking and insurance in greater depth.

Sophie is also studying at the University of Fribourg under the direction of Prof. Dr. Edy Portmann will begin her doctorate on the subject of “Chatbots”.

Current research projects and papers

Use, risks and potential of ChatGPT for Swiss companies. If you have any questions, please send an e-mail to sophie.hundertmark@hslu.ch send.
Potential of cross- and upselling of voicebots in the banking and insurance environment. If you have any questions, please send an e-mail to sophie@hundertmark.ch please contact us.
Synthetic Modeling for Digital Ethics. If you have any questions, please send an e-mail to sophie@hundertmark.ch.
Ethic Check for Conversational AIs. More information here.
Financial literacy with chatbots, focus: SMEs. More information here.
Financial literacy with chatbots, focus: lending. More information here.
Customer value – but fuzzy. Find out more here.
With fuzzy logic to emotional conversational agents. Read more here.
Integrated CX management in the cockpit. Find out more here.

Completed research projects and papers

February 2024: Large language models in customer dialog – opportunities, risks, prospects: book chapter in Springer Fachmedien “Kundendialog-Management”
February 2024: Be the Bot – Insurance customers in the role of a chatbot: book chapter in Springer Fachmedien “Kundendialog-Management”
November 2023: IFZ Digital Insurance Experience Study 2023, with Prof. Dr. Florian Schreiber from the Lucerne University of Applied Sciences and Arts
September 2023: Dialog adaptation to the user’s character – Application of character computing methods – Book chapter in the Computer Science Spectrum from Springer Link
September 2023: Fuzzy Conversational Character Computing, in the Book of Abstracts of EUSFLAT 2023 and AGOP 2023, Spain, Palma
August 2023: IFZ Conversational and Generative AI in Finance Study 2023
June 2023: Designing automated customer dialogs in the area of conflict between costs and customer experience. Book chapter in Forum Dienstleistungsmanagement, Springer Verlag: https://link.springer.com/chapter/10.1007/978-3-658-41815-1_9
May 2023: Fuzzy Conversational Character Computing. Published paper in Springer Informatik Spektrum: https://doi.org/10.1007/s00287-023-01538-8
April 2022 – November 2022: IFZ Digital Insurance Experience Study 2022.
May 2021 – September 2022: Touchpoint Study Insurance
October 2021 – May 2022: Conversational Insurance in the DACH region with a focus on Switzerland.
September 2021 to January 2022: Increasing financial literacy with chatbots –Article at Springer Informatik Spektrum
March 2021 – December 2021: Data quality and quantity in retail banking in the DACH region
December 2021: The future is bright; the future is humanoid chatbots? The whole paper here on the SwissRe Research Blog.
April 2021 – November 2021: Conversational Banking in the DACH region
May 2021 – October 2021: From practice to science: Social reactions caused by conversational agents-A literature review for researchers and practitioners with a chatbot as an outcome. For more information, please send an e-mail to sophie@hundertmark.ch.
June 2021: A Strategy Framework to Boost Conversational AI Performance – Article in Marketing Review St.Gallen (together with Prof. Dr. Christian Hildebrand)
May 2021: Guest article in the IFZ Insurance Study 2021
2017: CHATBOTS – an Interactive technology for personalized communication, transactions and Services. Best Paper Award at the WWW Internet Conf 2017 in Portugal
2017: Communicating and Transacting with ChatbotsInsights from Public Transport

Lecturer activities

Topics relating to chatbots, AI, LLMs, generative AI and ChatGPT are now found in every industry and can be used in a variety of ways.

Sophie’s lecturing activities are also very flexible. Whenever chatbots, generative AI and co. Sophie is happy to pass on her knowledge to colleges and universities.

Here is an excerpt from previous courses

Chatbots in banking in the CAS “Sales and Marketing in Banking” at Lucerne University of Applied Sciences and Arts (HSLU).
Chatbots in e-commerce in the CAS “E-Commerce Management” at Lucerne University of Applied Sciences and Arts (HSLU).
Chatbots as part of marketing automation in the CAS “Marketing” at the Zurich University of Applied Sciences (ZHAW).
Chatbots and AI in the CAS “AI Management” at the Zurich University of Applied Sciences (HWZ).
AI in communication in the CAS “Digital Communication Excellence” (FHGR)

And more…