Why People Use Chatbots

By Petter Bae Brandtzæg, Asbjørn Følstad. International Conference on Internet Science, 2017

610 citations recorded by the source corpus.

Subfields: Artificial Intelligence, Marketing, Social Psychology

View Paper: https://www.semanticscholar.org/paper/2aeab477bc123173cc664172c79b1d9351e66439

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Citations in the corpus

What Makes Users Trust a Chatbot for Customer Service? An Exploratory Interview Study (2018, background): “These benefits were in part corresponding with previous research on users' motivations for chatbot use [2], suggesting that the main motivation to use chatbots is productivity.”
How Should My Chatbot Interact? A Survey on Social Characteristics in Human–Chatbot Interaction Design (2019, background): “When arguing about why chatbots fail, Brandtzaeg and Følstad (2018) advocate for balancing human versus robotic aspects, where “too human” representations may lead to off-topic conversations, and overly robotic interactions may lack personal touch and flexibility.”
The Moral Integrity Corpus: A Benchmark for Ethical Dialogue Systems (2022, neutral): “Chatbots are a promising technology for providing humans with social support in open-ended, “chit chat” settings (Brandtzaeg and Følstad, 2017; Huang et al., 2020; Liu et al., 2021b) and in many other more structured domains (Gao et al.”
ChatGPT and a new academic reality: Artificial Intelligence‐written research papers and the ethics of the large language models in scholarly publishing (2023, background): “…agent that can respond to conversations through text or voice as if they were sentient beings, and they have gained popularity due to their usefulness in various applications such as customer service, healthcare, education, and personal support (Brandtzaeg & Følstad, 2017; Nagarhalli et al., 2020).”
A Literature Survey of Recent Advances in Chatbots (2021, background): “Therefore, chat-bots can provide both support in different ﬁelds as well as entertainment to users [7]; this is the case for chatbots such as Mitsuku and Jessie Humani, “small talk” oriented chatbots that could provide a sense of social connection [8].”