Chatbots

By Petter Bae Brandtzæg, Asbjørn Følstad. Interactions, 2018

334 citations recorded by the source corpus.

chatbot applications suggest that conversational user interfaces still face substantial challenges, generally speaking, as well as for the field of human-computer interaction (HCI). Chatbots imply not only a change in the interface between users and technology; they also imply changing user dynamics and patterns of use. We have previously outlined the potential implications and opportunities that chatbots hold for the field of HCI [1]. In this article, we dig into what we see as a key challenge with chatbots from a user-centered perspective. Chatbots have been around for decades. However, the real buzz around this technology did not start until the spring of 2016. Reasons for the sudden renewed interest in chatbots include massive advances in artificial intelligence (AI) and a major usage shift from online social networks to mobile-messaging applications such as Facebook Messenger, Telegram, Slack, Kik, and Viber. The first of these reasons holds promise that intelligent chatbots may well be within reach. The second concerns service providers’ need to reach users in the context of mobile messaging. However, C Insights → Chatbot initiatives often aim for poor use cases, ignoring user needs and user experiences. → The potential unpredictable variation in user input and what constitutes a valid chatbot response are big challenges for HCI. → The expansion in chatbot use is revealing new user needs and motivations. Chatbots: Changing User Needs and Motivations Petter Bae Brandtzaeg and Asbjørn Følstad, SINTEF, Norway

Subfields: Artificial Intelligence, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/33bcf3348fb08d549eba745f899fef4f8b5f1dc8

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Citations in the corpus

User Experiences of Social Support From Companion Chatbots in Everyday Contexts: Thematic Analysis (2020, result): “This suggests that companion chatbots may be most helpful in providing some level of companionship that can help curtail loneliness, which is consistent with the findings of previous studies investigating the role of artificial agents and loneliness [33,34].”
My Chatbot Companion - a Study of Human-Chatbot Relationships (2021, background): “Chatbots are software agents that provide access to services and information through interaction in the users ’ everyday language through text or voice (Brandtzaeg and F ø lstad, 2018).”
Revolutionizing healthcare: the role of artificial intelligence in clinical practice (2023, methodology): “Using automated response systems, AI-powered virtual assistants can handle common questions and provide detailed medical information to health-care providers [79].”
An Emerging Theory of Avatar Marketing (2021, background): “However, whereas conversational interfaces are truly intuitive when applied to interactions between people, conversations between humans and automated conversational agents are more challenging” (Brandtzaeg and Følstad 2018, p. 41).”
How Should My Chatbot Interact? A Survey on Social Characteristics in Human–Chatbot Interaction Design (2019, background): “However, chatbots still fail to meet users’ expectations [Brandtzaeg and Følstad 2018; Jain et al. 2018b; Luger and Sellen 2016; Zamora 2017].”