Research Associate at the ETH Zurich
New self-service platforms, driven by new technological developments, are enabling consumers to participate in production and customization of their services as never before. Joseph’s research focuses on the development of conversational agents, embedded into smart phone applications, which are rapidly replacing traditional channels and modes of interaction. To do this, he first seeks to understand the psychological evaluation of conversational agents by consumers, and how to tailor them to an individual’s needs. Then, he looks at the impact this has upon outcomes such as trust and satisfaction, and long-term consequences this has on the individuals’ disposition to engage with new technology, the brand of the care-giving organization, and service satisfaction metrics. His current research is based within the health-care and healthy living domains.