PDF] Like Having a Really Bad PA: The Gulf between User Expectation and Experience of Conversational Agents

This paper reports the findings of interviews with 14 users of CAs in an effort to understand the current interactional factors affecting everyday use, and finds user expectations dramatically out of step with the operation of the systems. The past four years have seen the rise of conversational agents (CAs) in everyday life. Apple, Microsoft, , Google and Facebook have all embedded proprietary CAs within their software and, increasingly, conversation is becoming a key mode of human-computer interaction. Whilst we have long been familiar with the notion of computers that speak, the investigative concern within HCI has been upon multimodality rather than dialogue alone, and there is no sense of how such interfaces are used in everyday life. This paper reports the findings of interviews with 14 users of CAs in an effort to understand the current interactional factors affecting everyday use. We find user expectations dramatically out of step with the operation of the systems, particularly in terms of known machine intelligence, system capability and goals. Using Norman's 'gulfs of execution and evaluation' [30] we consider the implications of these findings for the design of future systems.

Charting the Evolution and Future of Conversational Agents: A Research Agenda Along Five Waves and New Frontiers

PDF] Towards Designing Cooperative and Social Conversational Agents for Customer Service

The Moral Integrity Corpus: A Benchmark for Ethical Dialogue Systems – arXiv Vanity

Full article: When Do We Accept Mistakes from Chatbots? The Impact of Human- Like Communication on User Experience in Chatbots That Make Mistakes

Diabetes and conversational agents: the AIDA project case study

Understanding the Impact that Response Failure has on How Users Perceive Anthropomorphic Conversational Service Agents: Insights from an Online Experiment

Charting the Evolution and Future of Conversational Agents: A Research Agenda Along Five Waves and New Frontiers

You've Got a Friend in Me: Children and Search Agents Adjunct Publication of the 28th ACM Conference on User Modeling, Adaptation and Personalization

PDF) Designing the Future of Personal Fashion