PDF] Like Having a Really Bad PA: The Gulf between User Expectation and Experience of Conversational Agents
Por um escritor misterioso
Last updated 07 junho 2024
This paper reports the findings of interviews with 14 users of CAs in an effort to understand the current interactional factors affecting everyday use, and finds user expectations dramatically out of step with the operation of the systems. The past four years have seen the rise of conversational agents (CAs) in everyday life. Apple, Microsoft, , Google and Facebook have all embedded proprietary CAs within their software and, increasingly, conversation is becoming a key mode of human-computer interaction. Whilst we have long been familiar with the notion of computers that speak, the investigative concern within HCI has been upon multimodality rather than dialogue alone, and there is no sense of how such interfaces are used in everyday life. This paper reports the findings of interviews with 14 users of CAs in an effort to understand the current interactional factors affecting everyday use. We find user expectations dramatically out of step with the operation of the systems, particularly in terms of known machine intelligence, system capability and goals. Using Norman's 'gulfs of execution and evaluation' [30] we consider the implications of these findings for the design of future systems.
Full article: When Do We Accept Mistakes from Chatbots? The Impact of Human- Like Communication on User Experience in Chatbots That Make Mistakes
Addressing Hiccups in Conversations with Recommender Systems
PDF] Differences in Interactions with a Conversational Agent
PDF] Towards Designing Cooperative and Social Conversational Agents for Customer Service
PDF] Perspectives for Evaluating Conversational AI
Charting the Evolution and Future of Conversational Agents: A Research Agenda Along Five Waves and New Frontiers
Artificial Intelligence in Conversational Agents: A Study of Factors Related to Perceived Humanness in Chatbots
Voice Assistant vs. Chatbot – Examining the Fit Between Conversational Agents' Interaction Modalities and Information Search Tasks
Design and Evaluation of a Conversational Agent for Facilitating Idea Generation in Organizational Innovation Processes
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