"Like Having a Really Bad PA": The Gulf between User Expectation and Experience of Conversational Agents

By E. Luger, A. Sellen. International Conference on Human Factors in Computing Systems, 2016

1,208 citations recorded by the source corpus.

Subfields: Artificial Intelligence, Social Psychology

View Paper: https://www.semanticscholar.org/paper/814e62bb4f0ec6facd640fbd3e3fcbd189716d20

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Citations in the corpus

How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents (2020, background): “…and satisfaction with their PIAs (Purington et al., 2017; Sannon et al., 2018; Lopatovska and Williams, 2018), experience with and expectations of PIAs (Luger and Sellen, 2016), as well as concerns around privacy (Zeng et al., 2017) and users ’ affective experiences with PIAs (Yang et al., 2019).”
UX Design Innovation: Challenges for Working with Machine Learning as a Design Material (2017, background): “Intelligent systems sometimes encourage unrealistic expectations, leading to some reluctance to use them in complex or sensitive contexts [38,55].”
What Makes Users Trust a Chatbot for Customer Service? An Exploratory Interview Study (2018, background): “Failure to do so, may lead the user to believe that the chatbot is capable of more than it actually is, which in turn may lead to frustration and reduced willingness to continue using chatbots for this purpose [14].”
"Alexa is my new BFF": Social Roles, User Satisfaction, and Personification of the Amazon Echo (2017, background): “voice recognition technology and intelligent responses [9,16].”
What Makes a Good Conversation?: Challenges in Designing Truly Conversational Agents (2019, background): “hat conversational agents can and should be capable of performing. These expectations support the notion that an agent is a basic dialogue partner [8] lacking in humanlike conversational capabilities [20, 35, 42]. Our participants personally expressed no desire to build bonds with conversational age”
Understanding the Long-Term Use of Smart Speaker Assistants (2018, background): “Luger and Sellen [19] explored the use of phone-based smart assistants and found them to be “like a really bad PA [personal assistant].””
Conversational AI: Social and Ethical Considerations (2019, background): “Furthermore, users may not know how the system works on a technical level with regards to the processing and storing of their data [31].”
Artificial Intelligence (AI) Student Assistants in the Classroom: Designing Chatbots to Support Student Success (2022, background): “As one type of AI technology, conversational agents (Luger & Sellen, 2016) such as chatbots (Schlesinger et al., 2018; Stieglitz et al., 2021), have been leveraged to assist student life in education (Goel & Polepeddi, 2016; Hwang & Chang, 2021; Kerly et al., 2007; Kerry et al., 2009; Okonkwo &…”
The Moral Integrity Corpus: A Benchmark for Ethical Dialogue Systems (2022, background): “…Interaction (HCI) reveals that, before users feel they can trust a Conversational Agent, they will often probe it to identify the limitations which bound its abilities, competence (Luger and Sellen, 2016), and apparent integrity (Mayer et al., 1995; McKnight et al., 2002; Wang and Benbasat, 2016).”
Towards Ecologically Valid Research on Language User Interfaces (2020, neutral): “Such studies on LUIs are commonly found in the Human Computer Interaction (HCI) community, e.g. by conducting interviews with real-world users of commercial personal assistants (Luger and Sellen, 2016; Cowan et al., 2017).”
Voice Interfaces in Everyday Life (2018, background): “Luger and Sellen [17], through interviews, problematise the limited functionality of existing commercially-available VUIs, stipulating that a “gulf” exists between expectant and actual capabilities of the systems.”
Empathy Is All You Need: How a Conversational Agent Should Respond to Verbal Abuse (2020, background): “When using the term conversational agent, people might refer to a chatbot, virtual assistant, interface agent, embodied conversational agent, or avatar [6, 41].”
Persuasion for Good: Towards a Personalized Persuasive Dialogue System for Social Good (2019, background): “The primary goal of these agents is to facilitate taskcompletion and human-engagement in practical contexts (Luger and Sellen, 2016; Bickmore et al., 2016; Graesser et al., 2014; Yu et al., 2016b).”