Mingming Liu, Qicheng Ding, Yu Zhang, Guoguang Zhao, Changjian Hu, Jiangtao Gong, Penghui Xu, Yu Zhang, Liuxin Zhang, QianYing Wang. Cold Comfort Matters - How Channel-Wise Emotional Strategies Help in a Customer Service Chatbot. In Regina Bernhaupt, Florian 'Floyd' Mueller, David Verweij, Josh Andres, Joanna McGrenere, Andy Cockburn, Ignacio Avellino, Alix Goguey, Pernille Bjøn, Shengdong Zhao, Briane Paul Samson, Rafal Kocielnik, editors, Extended Abstracts of the 2020 CHI Conference on Human Factors in Computing Systems, CHI 2020, Honolulu, HI, USA, April 25-30, 2020. pages 1-7, ACM, 2020. [doi]