Extending Chatbots to Probe Users: Enhancing Complex Decision-Making Through Probing Conversations

Abstract

Chatbots have become commonplace -they can provide customer support, take orders, collect feedback, and even provide (mental) health support. Despite this diversity, the opportunities of designing chatbots for more complex decision-making tasks remain largely underexplored. Bearing this in mind leads us to ask: How can chatbots be embedded into software tools used for complex decision-making and designed to scaffold and probe human cognition? The goal of our research was to explore possible uses of such "probing bots". The domain we examined was stock investment where many complex decisions need to be made. In our study, different types of investors interacted with a prototype, which we called "ProberBot", and subsequently took part in in-depth interviews. They generally found our ProberBot was effective at supporting their thinking but when this is desirable depends on the type of task and activity. We discuss these and other findings as well as design considerations for developing ProberBots for similar types of decision-making tasks.

Proposing Usability-UX technologies for the design and evaluation of text-based chatbots

“…Currently, intelligent chatbots launched in the industry are increasingly sophisticated. With the use of machine learning and artificial intelligence concepts (NLP, for example), current chatbots are complex and can perform multiple tasks [Sharma and Joshi, 2020], [Reicherts et al, 2022]. Despite technological developments, chatbots available in the industry often fail to satisfy users.…”

From C-3PO to HAL: Opening The Discourse About The Dark Side of Multi-Modal Social Agents

“…This workshop is organized by researchers with experience in the diverse fields connected to our aims. Together, the organizers have a history in publishing on a variety of topics including human-robot interaction [20], natural language processing [6,18], conversational user interfaces [35,37,[45][46][47], dark patterns [30,31], multi-modal communication [7,36,43], and pervasive and persuasive technologies targeting user agency [4,5,13]. The combination of these disciplines shall foster collaboration of our trans-disciplinary participants and bridge the gap between these fields of research.…”

أثر الذكاء الاصطناعي علي الرشاقة الإستراتيجية في شركات الطيران: شركة مصر للطيران كدراسة حالة

“…They can have a vital role in achieving strategic agility by delivering round-the-clock customer service, which aids in enhancing customer satisfaction and achieving strategic agility(Wang et al, 2022). Moreover, chatbots can assist in enabling effective communication with customers and promptly and accurately fulfilling their needs and requirements(Reicherts et al, 2022). Chatbots also aid in decreasing costs associated with customer service and technical support(Awwad et al, 2022).…”