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) Investigating the Synonyms of Conversational Agents to Aid Cross-Disciplinary CA Research

You've Got a Friend in Me: Children and Search Agents Adjunct Publication of the 28th ACM Conference on User Modeling, Adaptation and Personalization

Inform, Explain, or Control: Techniques to Adjust End-User Performance Expectations for a Conversational Agent Facilitating Group Chat Discussions

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

Charting the Evolution and Future of Conversational Agents: A Research Agenda Along Five Waves and New Frontiers

PDF] StockBabble: A Conversational Financial Agent to support Stock Market Investors

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

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

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