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Artificial intelligence in conversational agents: a study of factors related to perceived humanness in chatbots
Kristianstad University, Faculty of Business, Department of Design.ORCID iD: 0000-0002-9740-2609
2019 (English)In: Proceedings of 2019 2nd Artificial Intelligence and Cloud Computing Conference (AICCC 2019) and 2019 Asia Digital Image Processing Conference (ADIP 2019), New York: Association for Computing Machinery (ACM), 2019, p. 151-161Conference paper, Published paper (Refereed)
Abstract [en]

Artiicial intelligence (AI) is gaining traction in service-oriented businesses in the form of chatbots. A chatbot is a popular type of social AI that uses natural language processing to communicate with users. Past studies have shown discrepancies in terms of whether or not a chatbot should communicate and behave like a human. This article aims to explore these discrepancies in order to provide a theoretical contribution of a list of factors related to perceived humanness in chatbots and how these may consequently lead to a positive user experience. The results suggest that a chatbot should have the following characteristics: avoiding small talk and maintaining a formal tone; identifying itself as a bot and asking how it can help; providing speciic information and articulating itself with sophisticated choices of words and well-constructed sentences; asking follow-up questions during decision-making processes and; providing an apology when the context is not comprehensible, followed by a question or a statement to dynamically move a conversation forward. These results may have implications for designers working in the eeld of AI as well as for the wider debates and the broader discourse around the adoption of AI in society.

Place, publisher, year, edition, pages
New York: Association for Computing Machinery (ACM), 2019. p. 151-161
Keywords [en]
artificial intelligence; AI; chatbot; humanness; conversation; user experience; design guideline
National Category
Human Computer Interaction
Identifiers
URN: urn:nbn:se:hkr:diva-20371DOI: 10.1145/3375959.3375973ISBN: 978-1-4503-7263-3 (electronic)OAI: oai:DiVA.org:hkr-20371DiVA, id: diva2:1393510
Conference
2019 2nd Artificial Intelligence and Cloud Computing Conference (AICCC 2019)
Available from: 2020-02-17 Created: 2020-02-17 Last updated: 2021-09-22Bibliographically approved

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fulltext(500 kB)547 downloads
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Faraon, Montathar

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf