See you soon again, chatbot? A design taxonomy to characterize user-chatbot relationships with different time horizons

Nißen, Marcia; Selimi, Driton; Janssen, Antje Henriette Annette; Cardona, Davinia Rodríguez; Breitner, Michael H.; Kowatsch, Tobias; Wangenheim, Florian von

doi:10.1016/j.chb.2021.107043

Cited by 56 publications

(55 citation statements)

References 25 publications

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“…Aligned with the needs assessment, the design team should formulate clear, attainable, and relevant objectives to drive the CA design and development process. It is important to consider the CA temporal profile, which characterizes 4 types of CAs according to the type and frequency of CA-user dialogs [ 101 ]. The CA temporal profile will also determine the type of objectives included, broadly classified as short term or long term [ 101 ].…”

Section: Resultsmentioning

confidence: 99%

Designing, Developing, Evaluating, and Implementing a Smartphone-Delivered, Rule-Based Conversational Agent (DISCOVER): Development of a Conceptual Framework

Dhinagaran¹,

Martinengo²,

Ho³

et al. 2022

JMIR Mhealth Uhealth

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Background Conversational agents (CAs), also known as chatbots, are computer programs that simulate human conversations by using predetermined rule-based responses or artificial intelligence algorithms. They are increasingly used in health care, particularly via smartphones. There is, at present, no conceptual framework guiding the development of smartphone-based, rule-based CAs in health care. To fill this gap, we propose structured and tailored guidance for their design, development, evaluation, and implementation. Objective The aim of this study was to develop a conceptual framework for the design, evaluation, and implementation of smartphone-delivered, rule-based, goal-oriented, and text-based CAs for health care. Methods We followed the approach by Jabareen, which was based on the grounded theory method, to develop this conceptual framework. We performed 2 literature reviews focusing on health care CAs and conceptual frameworks for the development of mobile health interventions. We identified, named, categorized, integrated, and synthesized the information retrieved from the literature reviews to develop the conceptual framework. We then applied this framework by developing a CA and testing it in a feasibility study. Results The Designing, Developing, Evaluating, and Implementing a Smartphone-Delivered, Rule-Based Conversational Agent (DISCOVER) conceptual framework includes 8 iterative steps grouped into 3 stages, as follows: design, comprising defining the goal, creating an identity, assembling the team, and selecting the delivery interface; development, including developing the content and building the conversation flow; and the evaluation and implementation of the CA. They were complemented by 2 cross-cutting considerations—user-centered design and privacy and security—that were relevant at all stages. This conceptual framework was successfully applied in the development of a CA to support lifestyle changes and prevent type 2 diabetes. Conclusions Drawing on published evidence, the DISCOVER conceptual framework provides a step-by-step guide for developing rule-based, smartphone-delivered CAs. Further evaluation of this framework in diverse health care areas and settings and for a variety of users is needed to demonstrate its validity. Future research should aim to explore the use of CAs to deliver health care interventions, including behavior change and potential privacy and safety concerns.

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Section: Resultsmentioning

confidence: 99%

Designing, Developing, Evaluating, and Implementing a Smartphone-Delivered, Rule-Based Conversational Agent (DISCOVER): Development of a Conceptual Framework

Dhinagaran¹,

Martinengo²,

Ho³

et al. 2022

JMIR Mhealth Uhealth

Self Cite

View full text Add to dashboard Cite

show abstract

“…Consequently, several literature reviews and meta-studies (e.g., taxonomic classifications of IAs; Janssen et al, 2020 ; Zierau et al, 2020 ) have emerged in recent years. For example, these focus on specific sub-classes of IAs, such as pedagogical agents (MØrch et al, 2005 ), or on literature on AI-based applications in general (Rzepka & Berger, 2018 ), whereas classification-based papers concentrate on the structural characteristics of IAs (Janssen et al, 2020 ; Nißen et al, 2022 ). However, a merely domain-specific scope, as well as a too high level of abstraction of such reviews, lead to research is still being dispersed across various research streams, thus lacking an axis of integration.…”

Section: Introductionmentioning

confidence: 99%

Understanding the Design Elements Affecting User Acceptance of Intelligent Agents: Past, Present and Future

et al. 2022

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Intelligent agents (IAs) are permeating both business and society. However, interacting with IAs poses challenges moving beyond technological limitations towards the human-computer interface. Thus, the knowledgebase related to interaction with IAs has grown exponentially but remains segregated and impedes the advancement of the field. Therefore, we conduct a systematic literature review to integrate empirical knowledge on user interaction with IAs. This is the first paper to examine 107 Information Systems and Human-Computer Interaction papers and identified 389 relationships between design elements and user acceptance of IAs. Along the independent and dependent variables of these relationships, we span a research space model encompassing empirical research on designing for IA user acceptance. Further we contribute to theory, by presenting a research agenda along the dimensions of the research space, which shall be useful to both researchers and practitioners. This complements the past and present knowledge on designing for IA user acceptance with potential pathways into the future of IAs.

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“…Ante tantas opciones de recursos tecnológicos, este estudio está en alianza con Nißen et al (2022) cuando dicen que los chatbots se consideran actores sociales y dado que el tiempo es un componente esencial de las interacciones sociales, llama la atención sobre los aspectos temporales de las relaciones. En un futuro próximo, examinar la contingencia de las opciones de diseño un chatbot será de gran beneficio, según las investigaciones de Liebrecht et al (2021).…”

Section: Gráfico 1 Datos Sobre Búsquedas De Los Términos: Espirituali...unclassified

hatbot: comunicación digital y religiosidad tras la pandemia en Latinoamérica

Wunsch

Freitas²,

Nikolay³

2022

uni

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El aislamiento social que se agravó después de marzo de 2020, por Covid-19, puso en evidencia la necesidad de pensar en una nueva agenda que utilice las tecnologías digitales de la comunicación para apoyar el acortamiento de distancias para tener nuevas posibilidades de interacción. En este sentido, este artículo cualitativo presenta un estudio realizado sobre el uso de chatbots para la continuidad de la comunicaciónentre una comunidad específica: la comunidad religiosa. Este público fue elegido para ejemplificar larelevancia del tema sobre cómo superar, en la actualidad, paradigmas que permitan estar presente comoúnico método interaccional. El diseño metodológico se estructuró en dos fases (i) revisión bibliográficay (ii) aplicación de un cuestionario a participantes ubicados en áreas geográficas de ocho países Brasil,Uruguay, Argentina, Paraguay, Chile, Perú, Bolivia y Ecuador. Los resultados muestran que el uso de los chatbots se dio a través de tecnologías digitales como soporte de pertenencia para una nueva agenda de comunicación y que, en contextos comunitarios, enfatiza la seguridad de “pertenecer” y, a pesar del aislamiento, no estar solo, permitiendo que personas de todos los ámbitos soliciten apoyo en relación con asuntos de actualidad, problemas locales y circunstancias personales. Estas bases destacaron las siguientescategorías de discusión para pensar sobre lo digital en tiempos de crisis humanitaria.

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See you soon again, chatbot? A design taxonomy to characterize user-chatbot relationships with different time horizons

Cited by 56 publications

References 25 publications

Designing, Developing, Evaluating, and Implementing a Smartphone-Delivered, Rule-Based Conversational Agent (DISCOVER): Development of a Conceptual Framework

Designing, Developing, Evaluating, and Implementing a Smartphone-Delivered, Rule-Based Conversational Agent (DISCOVER): Development of a Conceptual Framework

Understanding the Design Elements Affecting User Acceptance of Intelligent Agents: Past, Present and Future

hatbot: comunicación digital y religiosidad tras la pandemia en Latinoamérica

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