Ĭhatbots are seen as promising by service providers. Furthermore, chatbots developed purely for social interaction or relationship formation still exist as a distinct type of chatbot. However, current task-oriented chatbots are typically also designed in consideration of the emotional or social aspects of conversational interaction. While chatbots were initially developed to mimic human conversation, often in the form of social chatter, current chatbots are typically task-oriented, enabling their users to achieve specific goals or outcomes. Chatbots are employed across a range of application areas, such as customer service, health, education and personal assistance. The conversational character of chatbots enables new and potentially more convenient and personal ways to access content and services. Drawing on the findings, we propose four high-level lessons learnt that may benefit chatbot service providers, and we suggest relevant future research.Ĭhatbots are machine agents with which users interact through natural language dialogue, by text or voice. Older participants tended to report on pragmatic attributes more often, whereas younger participants tended to report on hedonic attributes more often. Hedonic attributes such as entertainment value (positive) and strange and rude responses (negative) were also frequently mentioned. We found that pragmatic attributes such as efficient assistance (positive) and problems with interpretation (negative) were important elements in user reports of satisfactory and frustrating episodes. The user reports were analysed with basis in theory on user experience, with particular concern for pragmatic and hedonic attributes. In this paper, we present findings from a questionnaire study involving more than 200 chatbot users who reported on episodes of chatbot use that they found particularly satisfactory or frustrating. While there is an emerging body of research concerning user uptake and use of chatbots, there is a lack of theoretically grounded studies detailing what constitutes good or poor chatbot user experiences. For chatbots to be broadly adopted by users, it is critical that they are experienced as useful and pleasurable.
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