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.

PDF] Differences in Interactions with a Conversational Agent

PDF) Mitigating Boredom Using An Empathetic Conversational Agent

PDF) Chatbots: Conversational Agents Shaping the Future of Human-Computer Interaction

Design and Evaluation of a Conversational Agent for Facilitating Idea Generation in Organizational Innovation Processes

Design and Evaluation of a Conversational Agent for Facilitating Idea Generation in Organizational Innovation Processes

PDF] Perspectives for Evaluating Conversational AI

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Design and Evaluation of a Conversational Agent for Facilitating Idea Generation in Organizational Innovation Processes

PDF) Investigating the user experience of customer service chatbot interaction: a framework for qualitative analysis of chatbot dialogues

Frontiers Revisiting Human-Agent Communication: The Importance of Joint Co-construction and Understanding Mental States