How Do You Want Your Chatbot? An Exploratory Wizard-of-Oz Study with Young, Urban Indians

Abstract

As text-messaging chatbots become increasingly "human", it will be important to understand the personal interactions that users are seeking with a chatbot. What chatbot personalities are most compelling to young, urban users in India? To explore this question, we first conducted exploratory Wizard-of-Oz (WoZ) studies with 14 users that simulated interactions with a hypothetical chatbot. We evaluated three personalities for the chatbot-Maya, a productivity oriented bot with nerd wit; Ada, a fun, flirtatious bot; and Evi, an emotional buddy bot. We followed up with one-on-one interviews with the users discussing their experiences with each of the chatbots, what they liked, and what they did not. Overall our results show that users wanted a chatbot like Maya, who could add value to their life while being a friend, by making useful recommendations. But they also wanted preferred traits of Ada and Evi infused into Maya.

What makes you continuously use chatbot services? Evidence from chinese online travel agencies

“…Nguyen (2019) also tried to examine whether a chatbot could improve the consumer experience when the chatbot possesses the capability of understanding. Research also has shown that chatbot agents that understand and use humans' humor are ranked more likable, cooperative, and capable as well as provide better solutions and performance than those that do not understand it (Sensuse et al 2019;Thies et al 2017). The dimension of understandability in this study is distinct from the information understandability (or ease of understanding) as one of the information quality dimensions proposed by Lee et al (2002) or Wang and Strong (1996).…”

Immunizing with information – Inoculation messages against conversational agents’ response failures

“…Studies on the alleviation of negative effects of CA response failures, have examined how politeness and apologetic behavior on the part of the CA alleviates users' emotional reactions after a response failure (Lee et al, 2010;Medhi Thies et al, 2017). Other scholars have explored repair strategies to facilitate the completion of tasks left unfinished because of response failures, such as offering alternative answer options or further explanations (Ashktorab et al, 2019;Følstad & Taylor, 2020).…”

From the Margins to the Centre: Defining New Mission and Vision for HCI Research in South Asia

“…It does not imply that innovation for development should be sidelined. The issues pertaining to accessibility and aging (e.g., [8]), healthcare (e.g., [13,27]), information literacy, sustainability (e.g., [9,22]) will continue to pose challenges, increasingly from the perspective of new and emerging technologies (e.g., [15])]. However, they need to be looked as part of the larger social, cultural and political contexts.…”