In 1950, Alan Turing proposed his concept of universal machines, emphasizing their abilities to learn, think, and behave in a human-like manner. Today, the existence of intelligent agents imitating human characteristics is more relevant than ever. They have expanded to numerous aspects of daily life. Yet, while they are often seen as work simplifiers, their interactions usually lack social competence. In particular, they miss what one may call authenticity. In the study presented in this paper, we explore how characteristics of social intelligence may enhance future agent implementations. Interviews and an open question survey with experts from different fields have led to a shared understanding of what it would take to make intelligent virtual agents, in particular messaging agents (i.e., chat bots), more authentic. Results suggest that showcasing a transparent purpose, learning from experience, anthropomorphizing, human-like conversational behavior, and coherence, are guiding characteristics for agent authenticity and should consequently allow for and support a better coexistence of artificial intelligence technology with its respective users.

The propagation of digital assistants is consistently progressing. Manifested by an uptake of ever more human-like conversational abilities, respective technologies are moving increasingly away from their role as voice-operated task enablers and becoming rather companion-like artifacts whose interaction style is rooted in anthropomorphic behavior. One of the required characteristics in this shift from a utilitarian tool to an emotional character is the adoption of social intelligence. Although past research has recognized this need, more multi-disciplinary investigations should be devoted to the exploration of relevant traits and their potential embedding in future agent technology. Aiming to lay a foundation for further developments, we report on the results of a Delphi study highlighting the respective opinions of 21 multi-disciplinary domain experts. Results exhibit 14 distinctive characteristics of social intelligence, grouped into different levels of consensus, maturity, and abstraction, which may be considered a relevant basis, assisting the definition and consequent development of socially intelligent conversational agents.