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.

FIRE's Guide to Free Speech on Campus The Foundation for Individual Rights and Expression

Explanations Can Reduce Overreliance on AI Systems During Decision-Making – arXiv Vanity

Talk to me: Exploring user interactions with the Alexa - Irene Lopatovska, Katrina Rink, Ian Knight, Kieran Raines, Kevin Cosenza, Harriet Williams, Perachya Sorsche, David Hirsch, Qi Li, Adrianna Martinez, 2019

PDF] Differences in Interactions with a Conversational Agent

PDF] Differences in Interactions with a Conversational Agent

Artificial Intelligence in Conversational Agents: A Study of Factors Related to Perceived Humanness in Chatbots

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

Frontiers “Alexa, You're Really Stupid”: A Longitudinal Field Study on Communication Breakdowns Between Family Members and a Voice Assistant

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

Chatbots: changing user needs and motivations: Interactions: Vol 25, No 5

PDF) Emotional responses to human values in technology: The case of conversational agents

PDF] Designing Conversational Agents: A Self-Determination Theory Approach

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

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