The impact of chatbot conversational skill on engagement and perceived humanness

Schuetzler, Ryan M.; Grimes, G. Mark; Giboney, Justin Scott

doi:10.1080/07421222.2020.1790204

Cited by 173 publications

(124 citation statements)

References 51 publications

Supporting

Mentioning

119

Contrasting

Unclassified

Order By: Relevance

“…However, human‐computer interaction is deemed insufficient for the development of emerging IT artifacts. Many other factors determine the acceptance of chatbot systems, such as perceived ease of use, perceived usefulness (Davis, 1989), esthetics (Cyr et al, 2006), perceived enjoyment (van der Heijden, 2004), and anthropomorphism (Schuetzler et al, 2020), and all of which are related to interface design. Nevertheless, few chatbots have revealed their interactive user interfaces, and there is poor documentation of related research (Nuruzzaman & Hussain, 2018).…”

Section: Research Gaps and Future Research Directionsmentioning

confidence: 99%

A critical review of state‐of‐the‐art chatbot designs and applications

Luo

Lau

et al. 2021

WIREs Data Min & Knowl

126

View full text Add to dashboard Cite

Chatbots are intelligent conversational agents that can interact with users through natural languages. As chatbots can perform a variety of tasks, many companies have committed numerous resources to develop and deploy chatbots to enhance various business processes. However, we lack an up‐to‐date critical review that thoroughly examines both state‐of‐the‐art technologies and innovative applications of chatbots. In this review, we not only critically analyze the various computational approaches used to develop state‐of‐the‐art chatbots, but also thoroughly review the usability and applications of chatbots for various business sectors. We also identify gaps in chatbot‐related studies and propose new research directions to address the shortcomings of existing studies and applications. Our review advances both academic research and practical business applications of state‐of‐the‐art chatbots. We provide guidance for practitioners to fully realize the business value of chatbots and assist in making sensible decisions related to the development and deployment of chatbots in various business contexts. Researchers interested in the design and development of chatbots can also gain useful insights from our critical review and identify fruitful research topics and future research directions based on the research gaps discussed herein. This article is categorized under: Technologies > Machine Learning Application Areas > Business and Industry

show abstract

Section: Research Gaps and Future Research Directionsmentioning

confidence: 99%

A critical review of state‐of‐the‐art chatbot designs and applications

Luo

Lau

et al. 2021

WIREs Data Min & Knowl

126

View full text Add to dashboard Cite

show abstract

“…Az ágens antropomorf jellege is szerepet játszik az ember-chatbot interakcióban, amelyet számos kutató vizsgált (Araujo, 2018;Rietz, Benke & Maedche, 2019;Sheehan, Jin & Gottlieb, 2020;Adam, Wessel & Benlian, 2020;Go & Sundar, 2019;Seeger, Pfeiffer & Heinzl, 2017;Schanke, Burtch & Ray, 2020;Sheehan, 2018;Schuetzler, Grimes & Giboney, 2020, Assink, 2019Biller, Konya, Baumbach, Kuester & Janda, 2020;Donkelaar, 2018). A fejlesztők arra törekednek, hogy minél több emberi tulajdonággal ruházzák fel a chatbotot.…”

Section: Cikkek Tanulmányokunclassified

Felhasználói tapasztalatok Emmával, a vásárlási asszisztens chatbottal

Harmat

2021

Veztud

View full text Add to dashboard Cite

A chatbotok alkalmazása egyre több területen sikeresnek bizonyul, köztük az e-kereskedelemben. A vállalatoknak az interaktív ágensek fejlesztésénél a funkcionalitás mellett figyelembe kell venniük a felhasználók chatbotokkal szembeni társas kapcsolat kialakítására irányuló igényét is, melynek a kielégítését elősegítő, illetve gátló tényezők az ember-chatbot interakcióval kapcsolatos felhasználói tapasztalatok vizsgálatával azonosíthatók. Jelen cikk célja Emmával, a vásárlási asszisztens chatbottal folytatott interakció felhasználói megéléseinek, illetve a felhasználók chatbotok felé irányuló társas kapcsolati igényének a kielégítését támogató, illetve gátló tényezők feltárása. A kutatás keretében 18 félig strukturált interjú készült, melyek elemzése induktív tartalomkódolással történt. A kutatás eredményeiből kiderült, hogy a felhasználók chatbotokkal szembeni társas kapcsolati igényének a kielégítését támogatta a chatbot udvarias viselkedése, a megismerését célzó alapvető személyes kérdésekre való válaszadási képessége, gátolták azonban a chatbot társas aktorként történő észlelését a repetitív, gépies válaszai, továbbá a felhasználók negatív érzéseire adott reakcióinak a hiánya.

show abstract

“…(P03) We confirmed that in a situation where face-to-face communication is restricted due to reasons like COVID-19, chatbots are a potential indirect mediator between residents. Over time, the sense of social presence mentioned by the interviewees could extend to become emotional connections between residents [15].…”

Section: Engagement Factor 2: Designing Human-like Conversationmentioning

confidence: 99%

“Knock Knock, Here Is an Answer from Next Door”: Designing a Knowledge Sharing Chatbot to Connect Residents

Park

Lee

Cho

et al. 2021

Companion Publication of the 2021 Conference on Computer Supported Cooperative Work and Social Computing

View full text Add to dashboard Cite

Our purpose is to investigate the potential use of chatbots for information sharing and social connection within a co-living space. To this end, we designed a chatbot for residents of a co-living space based on the following principles: (1) The range of shared information is limited to three areas derived from the similarities of the residents, and it takes a 'give-and-take QnA' structure, where one should answer a question from another resident after they ask a question. (2) Conversation is designed to resemble a human-like dialogue to reveal the presence of other residents. 19 residents of a co-living space used the chatbot for a week through the Wizard of Oz method, and six participants were asked about their chatbot experience through a semi-structured interview after the usage. A total of 58 interactions occurred, and the reply rate of the chatbot's question was 76%. The interview revealed that the users were satisfied with chatbot's provision of information that could only be given by fellow residents, and the chatbot increased the presence of other residents, creating a feeling of social connection. We conclude the paper by proposing design principles for chatbots in collective housing. CCS CONCEPTS• Human-centered computing; • Interaction Design; • Interaction design process and methods;

show abstract

The impact of chatbot conversational skill on engagement and perceived humanness

Cited by 173 publications

References 51 publications

A critical review of state‐of‐the‐art chatbot designs and applications

A critical review of state‐of‐the‐art chatbot designs and applications

Felhasználói tapasztalatok Emmával, a vásárlási asszisztens chatbottal

“Knock Knock, Here Is an Answer from Next Door”: Designing a Knowledge Sharing Chatbot to Connect Residents

Contact Info

Product

Resources

About