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.

Understanding Affective Experiences with Conversational Agents Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems

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

Opinion Paper: “So what if ChatGPT wrote it?” Multidisciplinary perspectives on opportunities, challenges and implications of generative conversational AI for research, practice and policy - ScienceDirect

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

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

User interactions with “Alexa” in public academic space - Lopatovska - 2018 - Proceedings of the Association for Information Science and Technology - Wiley Online Library

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

PDF] Towards Human-Like Conversational Search Systems

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

Experiences of a Speech-enabled Conversational Agent for the Self-report of Well-being among People Living with Affective Disorders: An In-the-Wild Study

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