How Should My Chatbot Interact? A Survey on Social Characteristics in Human–Chatbot Interaction Design

By Ana Paula Chaves, Marco Aurélio Gerosa. International journal of human computer interactions, 2019

560 citations recorded by the source corpus.

ABSTRACT Chatbots’ growing popularity has brought new challenges to HCI, having changed the patterns of human interactions with computers. The increasing need to approximate conversational interaction styles raises expectations for chatbots to present social behaviors that are habitual in human–human communication. In this survey, we argue that chatbots should be enriched with social characteristics that cohere with users’ expectations, ultimately avoiding frustration and dissatisfaction. We bring together the literature on disembodied, text-based chatbots to derive a conceptual model of social characteristics for chatbots. We analyzed 56 papers from various domains to understand how social characteristics can benefit human–chatbot interactions and identify the challenges and strategies to designing them. Additionally, we discussed how characteristics may influence one another. Our results provide relevant opportunities to both researchers and designers to advance human–chatbot interactions.

Subfields: Applied Psychology, Artificial Intelligence, Social Psychology

View Paper: https://www.semanticscholar.org/paper/df6ae7c951a4ae2b548c86768cd94be28adee7f3

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Citations in the corpus

“Chatting with ChatGPT”: Analyzing the factors influencing users' intention to Use the Open AI's ChatGPT using the UTAUT model (2023, background): “They could only respond to pre-programmed commands and had a limited scope of understanding natural language [34,40].”
The Programmer’s Assistant: Conversational Interaction with a Large Language Model for Software Development (2023, background): “A more proactive assistant would be able to interrupt or remind a user when necessary [23], yet this characteristic raises many challenging issues.”
Interacting with educational chatbots: A systematic review (2022, background): “Research suggests that users treat chatbots as if they were humans (Chaves & Gerosa, 2021), and thus chatbots are increasingly built to have a personality.”