It Takes a Village: Integrating an Adaptive Chatbot into an Online Gaming Community

Seering, Joseph; Luria, Michal; Ye, Connie; Kaufman, Geoff; Hammer, Jessica

doi:10.1145/3313831.3376708

Cited by 39 publications

(26 citation statements)

References 33 publications

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“…One thing I should mention: I'm still learning how to best respond to questions like yours, so please have patience if I get something wrong.") Another approach might be to age the metaphor over time: to present a high competence metaphor such as a professional, but when a user first encounters it, the agent introduces itself via a lower-competence version such as a professional trainee and tells the user that it will evolve over time into a full professional [65].…”

Section: Design Implicationsmentioning

confidence: 99%

Conceptual Metaphors Impact Perceptions of Human-AI Collaboration

Khadpe

Krishna

et al. 2020

Proc. ACM Hum.-Comput. Interact.

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With the emergence of conversational artificial intelligence (AI) agents, it is important to understand the mechanisms that influence users' experiences of these agents. In this paper, we study one of the most common tools in the designer's toolkit: conceptual metaphors. Metaphors can present an agent as akin to a wry teenager, a toddler, or an experienced butler. How might a choice of metaphor influence our experience of the AI agent? Sampling a set of metaphors along the dimensions of warmth and competence-defined by psychological theories as the primary axes of variation for human social perception-we perform a study (N = 260) where we manipulate the metaphor, but not the behavior, of a Wizard-of-Oz conversational agent. Following the experience, participants are surveyed about their intention to use the agent, their desire to cooperate with the agent, and the agent's usability. Contrary to the current tendency of designers to use high competence metaphors to describe AI products, we find that metaphors that signal low competence lead to better evaluations of the agent than metaphors that signal high competence. This effect persists despite both high and low competence agents featuring identical, human-level performance and the wizards being blind to condition. A second study confirms that intention to adopt decreases rapidly as competence projected by the metaphor increases. In a third study, we assess effects of metaphor choices on potential users' desire to try out the system and find that users are drawn to systems that project higher competence and warmth. These results suggest that projecting competence may help attract new users, but those users may discard the agent unless it can quickly correct with a lower competence metaphor. We close with a retrospective analysis that finds similar patterns between metaphors and user attitudes towards past conversational agents such as Xiaoice, Replika, Woebot, Mitsuku, and Tay.CCS Concepts: • Human-centered computing → Empirical studies in collaborative and social computing; Empirical studies in HCI; Human computer interaction (HCI).

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Section: Design Implicationsmentioning

confidence: 99%

Conceptual Metaphors Impact Perceptions of Human-AI Collaboration

Khadpe

Krishna

et al. 2020

Proc. ACM Hum.-Comput. Interact.

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“…Chatbots for collaboration concerns chatbots involved in interactions with humans and possibly with other chatbots in networks larger than dyads. While not as prominent as chatbots for simpler dyadic interaction, chatbots for collaboration have been developed and implemented in a range of contexts and for various purposes, for example, to support group processes in education [43], at work [11] and organizational settings [104], as well as in gaming communities [96].…”

Section: State Of the Artmentioning

confidence: 99%

Future directions for chatbot research: an interdisciplinary research agenda

et al. 2021

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Chatbots are increasingly becoming important gateways to digital services and information—taken up within domains such as customer service, health, education, and work support. However, there is only limited knowledge concerning the impact of chatbots at the individual, group, and societal level. Furthermore, a number of challenges remain to be resolved before the potential of chatbots can be fully realized. In response, chatbots have emerged as a substantial research area in recent years. To help advance knowledge in this emerging research area, we propose a research agenda in the form of future directions and challenges to be addressed by chatbot research. This proposal consolidates years of discussions at the CONVERSATIONS workshop series on chatbot research. Following a deliberative research analysis process among the workshop participants, we explore future directions within six topics of interest: (a) users and implications, (b) user experience and design, (c) frameworks and platforms, (d) chatbots for collaboration, (e) democratizing chatbots, and (f) ethics and privacy. For each of these topics, we provide a brief overview of the state of the art, discuss key research challenges, and suggest promising directions for future research. The six topics are detailed with a 5-year perspective in mind and are to be considered items of an interdisciplinary research agenda produced collaboratively by avid researchers in the field.

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“…Most of the researches tend to evaluate the use and impact of a chatbot targeting design guidelines [19,23,26,32], or addressing some specific aspect or limitation of a conversation-based system [28,31,42,50]. While some of these studies address specifically voice-based agents [12,19,23,28], others focus on textual chatbots [24,31,32].…”

Section: Related Workmentioning

confidence: 99%

Chatbots to Support Children in Coping with Online Threats: Socio-technical Requirements

Piccolo

Troullinou

Alani

2021

Designing Interactive Systems Conference 2021

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Online threats to children, in the form of cyberbullying, grooming, and sexting, have reached unprecedented and alarming levels.Support is still lacking despite endless efforts by child safety organisations and online safety educational programmes. This is mainly due to children feeling apprehensive in such situations, ashamed of revealing their distressing encounter to an adult or even for not having anyone to approach with their concerns. This paper investigates how children envision the potential support of a chatbot in such contexts. We captured design requirements for such a chatbot through a participatory design approach involving 110 schoolchildren in the UK. Using LEGO figures, they elaborated and performed stories featuring the interaction of a child under threat with a chatbot. The analysis of the dialogues in their performances and their reflections resulted in a set of expected tasks for the chatbot, a conversation flow, and novel socio-technical requirements addressing potential users' main concerns and expectations.CCS Concepts: • Human-centered computing → User studies.

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It Takes a Village: Integrating an Adaptive Chatbot into an Online Gaming Community

Cited by 39 publications

References 33 publications

Conceptual Metaphors Impact Perceptions of Human-AI Collaboration

Conceptual Metaphors Impact Perceptions of Human-AI Collaboration

Future directions for chatbot research: an interdisciplinary research agenda

Chatbots to Support Children in Coping with Online Threats: Socio-technical Requirements

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