The Effect of Audiences on the User Experience with Conversational Interfaces in Physical Spaces

Candello, Heloísa; Pinhanez, Cláudio; Pichiliani, Mauro Carlos; Cavalin, Paulo Rodrigo; Figueiredo, Flávio Pimenta de; Vasconcelos, Marisa; Carmo, Haylla Do

doi:10.1145/3290605.3300320

Cited by 26 publications

(7 citation statements)

References 39 publications

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“…focused on chatbots pertaining to the customer service and help-desk domain (e.g., Ashktorab et al, 2019); 14.5% of the papers (N=12) investigated chatbots that are used in healthcare and well-being, three thereof are specifically addressed to mental healthcare (e.g., Fitzpatrick et al, 2017); 7.2% of the articles (N=6) examined pedagogical-educational chatbot (e.g., Tärning & Silvervarg, 2019); 3.6% of the papers (N=3) explored chatbots aimed at providing suggestions (e.g., Jin et al, 2019); 2.4% of the papers (N=2) examined chatbots that are thought to be used in the workplace supporting productivity (e.g., Kimani et al, 2019), while one paper (1.2% of the papers) focused on a Human Resource (HR) chatbot (Liao et al, 2018); two papers dealt with search chatbots (e.g., Avula et al, 2018); one paper focused on a chatbot that is meant to interact during art exhibitions (Candello et al, 2019). This shows how chatbots are versatile and are pervading many aspects of our everyday life (Table 5).…”

Section: Chatbots' Characteristicsmentioning

confidence: 99%

“…For instance, Michaud (2018) analyzed 1,023 texts sent to Edward, a chatbot for customer care in hospitality, and concluded that a chatbot must be able to respond appropriately to 'purely dialogue' interactions, such as "Hi" or "Thanks", to maintain an optimal user experience. Candello et al (2019) analyzed data from an art exhibit where visitors interacted in natural language with three chatbots representing book characters.…”

Section: Experiencing the Chatbotmentioning

confidence: 99%

See 1 more Smart Citation

The human side of human-chatbot interaction: A systematic literature review of ten years of research on text-based chatbots

Rapp¹,

Curti²,

Boldi

2021

International Journal of Human-Computer Studies

349

112

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Section: Chatbots' Characteristicsmentioning

confidence: 99%

Section: Experiencing the Chatbotmentioning

confidence: 99%

The human side of human-chatbot interaction: A systematic literature review of ten years of research on text-based chatbots

Rapp¹,

Curti²,

Boldi

2021

International Journal of Human-Computer Studies

349

112

View full text Add to dashboard Cite

“…In recent years, there has been a growing interest within the human-computer interaction community in understanding people’s experiences with voice assistants. Among several, one stream of research has focused on exploring the use of voice assistants in various contexts, such as different locations [ 15 , 16 ] or tasks [ 17 , 18 ]. Another stream of research has focused on investigating factors that constitute an effective conversation with voice assistants, either through personification [ 8 ] or using conversational cues [ 18 ].…”

Section: Introductionmentioning

confidence: 99%

Exploring How Older Adults Use a Smart Speaker–Based Voice Assistant in Their First Interactions: Qualitative Study

Kim¹

2021

JMIR Mhealth Uhealth

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Background Smart speaker–based voice assistants promise support for the aging population, with the advantages of hands-free and eyes-free interaction modalities to handle requests. However, little is known about how older adults perceive the benefits of this type of device. Objective This study investigates how older adults experience and respond to a voice assistant when they first interact with it. Because first impressions act as strong predictors of the overall attitude and acceptability of new technologies, it is important to understand the user experiences of first exposure. Methods We conducted semistructured interviews with 18 people 74 years and older who had never used a smart speaker before, investigating the patterns of use, usability issues, and perspectives that older adults have when using a voice assistant for the first time. Results The overall first response to a voice assistant was positive, thanks to the simplicity of a speech-based interaction. In particular, a positive and polite response to complete the interaction with a voice assistant was prevalent, such as expressing gratitude or giving feedback about the quality of answers. Two predominant topics of commands made in the first interaction include asking health care–related questions and streaming music. However, most of the follow-up reactions were unfavorable because of the difficulty in constructing a structured sentence for a command; misperceptions about how a voice assistant operates; and concerns about privacy, security, and financial burdens. Overall, a speech-based interaction was perceived to be beneficial owing to its efficiency and convenience, but no other benefits were perceived. Conclusions On the basis of the findings, we discuss design implications that can positively influence older adults' first experiences with a voice assistant, including helping better understand how a voice assistant works, incorporating mistakes and common interaction patterns into its design, and providing features tailored to the needs of older adults.

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“…In consequence, chatbot researchers currently have an unprecedented opportunity for real-world study of users [106], user motivations [14], and implications at scale. In consequence, knowledge on chatbot use has been gathered for a range of contexts-in the private sphere [87], at work [74], and in public spaces [17].…”

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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The Effect of Audiences on the User Experience with Conversational Interfaces in Physical Spaces

Cited by 26 publications

References 39 publications

The human side of human-chatbot interaction: A systematic literature review of ten years of research on text-based chatbots

The human side of human-chatbot interaction: A systematic literature review of ten years of research on text-based chatbots

Exploring How Older Adults Use a Smart Speaker–Based Voice Assistant in Their First Interactions: Qualitative Study

Future directions for chatbot research: an interdisciplinary research agenda

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