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

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.

PDF] Practical Empathy: The Duality of Social and Transactional Roles of Conversational Agents in Giving Health Advice

Relationships to “conversational” machines

Sensors, Free Full-Text

PDF] Expectations on Chatbots among Novice Users during the Onboarding Process

Experiences of a Speech-enabled Conversational Agent for the Self-report of Well-being among People Living with Affective Disorders: An In-the-Wild Study

PDF] Differences in Interactions with a Conversational Agent

PDF) Designing Anthropomorphic Enterprise Conversational Agents

PDF] Perspectives for Evaluating Conversational AI

PDF] Towards Designing Cooperative and Social Conversational Agents for Customer Service

PDF) Investigating the Synonyms of Conversational Agents to Aid Cross-Disciplinary CA Research

User interactions with “Alexa” in public academic space - Lopatovska - 2018 - Proceedings of the Association for Information Science and Technology - Wiley Online Library

Perceived conversational ability of task-based chatbots – Which conversational elements influence the success of text-based dialogues? - ScienceDirect

PDF) Mitigating Boredom Using An Empathetic Conversational Agent