column

Chatbots: changing user needs and motivations

Authors:

Petter Bae Brandtzaeg,

Asbjørn FølstadAuthors Info & Claims

Interactions, Volume 25, Issue 5

Pages 38 - 43

https://doi.org/10.1145/3236669

Published: 22 August 2018 Publication History

Get Access

References

[1]

Følstad, A. and Brandtzaeg, P.B. Chatbots and the new world of HCI. Interactions 24, 4 (2017), 38--42.

Digital Library

Google Scholar

[2]

Gartner top strategic predictions for 2018; https://www.gartner.com/smarterwithgartner/gartner-top-strategic-predictions-for-2018-and-beyond/

Google Scholar

[3]

Luger, E. and Sellen, A. "Like having a really bad PA": The gulf between user expectation and experience of conversational agents. Proc. of the 2016 CHI Conference on Human Factors in Computing Systems. ACM, New York, 2016, 5286--5297.

Digital Library

Google Scholar

[4]

Wakefield, J. Would you want to talk to a machine? BBC. Aug. 4, 2016; http://www.bbc.com/news/technology-36225980

Google Scholar

[5]

Statista 2018; https://de.statista.com/statistik/daten/studie/662144/umfrage/anzahl-der-verfuegbaren-chatbots-fuer-den-facebook-messenger/

Google Scholar

[6]

Katz, E., Blumler, J.G., and Gurevitch, M. Uses and gratifications research. The Public Opinion Quarterly 37, 4 (1973), 509--523.

Crossref

Google Scholar

[7]

Brandtzaeg, P.B. and Følstad, A. Why people use chatbots. In Internet Science. INSCI 2017. Lecture Notes in Computer Science, vol 10673. I. Kompatsiaris et al., eds. Springer, Cham, 2017, 377--392.

Digital Library

Google Scholar

[8]

Weizenbaum, J. ELIZA---a computer program for the study of natural language communication between man and machine. Communications of the ACM 9, 1 (1966), 36--45.

Digital Library

Google Scholar

Cited By

View all

Marjerison RDong HKim JZheng HZhang YKuan G(2025)Understanding User Acceptance of AI-Driven Chatbots in China’s E-Commerce: The Roles of Perceived Authenticity, Usefulness, and RiskSystems10.3390/systems1302007113:2(71)Online publication date: 21-Jan-2025
https://doi.org/10.3390/systems13020071
Park JSon JCho SUm J(2025)Smart Cognitive HMI With Automated Knowledge Extraction for Machine ToolIEEE Access10.1109/ACCESS.2024.351960713(120-134)Online publication date: 2025
https://doi.org/10.1109/ACCESS.2024.3519607
Brännström ADignum VNieves J(2025)Goal-hiding information-seeking dialogues: A formal frameworkInternational Journal of Approximate Reasoning10.1016/j.ijar.2024.109325177(109325)Online publication date: Feb-2025
https://doi.org/10.1016/j.ijar.2024.109325
Show More Cited By

Index Terms

Chatbots: changing user needs and motivations
1. Human-centered computing
  1. Human computer interaction (HCI)

Recommendations

Why People Use Chatbots
Internet Science
Abstract
There is a growing interest in chatbots, which are machine agents serving as natural language user interfaces for data and service providers. However, no studies have empirically investigated people’s motivations for using chatbots. In this study, ...
Evaluating and Informing the Design of Chatbots
DIS '18: Proceedings of the 2018 Designing Interactive Systems Conference

Text messaging-based conversational agents (CAs), popularly called chatbots, received significant attention in the last two years. However, chatbots are still in their nascent stage: They have a low penetration rate as 84% of the Internet users have not ...
Exploring how politeness impacts the user experience of chatbots for mental health support
Abstract
Politeness is important in human–human interaction when asking people to engage in sensitive conversations. If politeness manifests similarly in human–chatbot interaction, it may play an important role in the design of sensitive chatbot ...
Highlights
- Politeness can both positively and negatively impact the chatbot user experience.
- The Personal politeness chatbot was experienced as caring and encouraging.
- The Passive politeness chatbot was experienced as too apologetic and ...

Comments

Information & Contributors

Information

Published In

Interactions Volume 25, Issue 5

September-October 2018

79 pages

ISSN:1072-5520

EISSN:1558-3449

DOI:10.1145/3271652

Editors:
Simone Barbosa
Association for Computing Machinery, New York, NY
,
Gilbert Cockton
Association for Computing Machinery, New York, NY

Issue’s Table of Contents

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

Publisher

Association for Computing Machinery

New York, NY, United States

Publication History

Published: 22 August 2018

Published in INTERACTIONS Volume 25, Issue 5

Permissions

Request permissions for this article.

Request Permissions

Check for updates

Qualifiers

Column
Popular
Pre-selected

Funding Sources

Norwegian Resarch Council

Contributors

Other Metrics

View Article Metrics

Bibliometrics & Citations

Bibliometrics

Article Metrics

211
Total Citations
View Citations
12,535
Total Downloads

Downloads (Last 12 months)1,584
Downloads (Last 6 weeks)148

Reflects downloads up to 03 Feb 2025

Other Metrics

View Author Metrics

Citations

Cited By

View all

Marjerison RDong HKim JZheng HZhang YKuan G(2025)Understanding User Acceptance of AI-Driven Chatbots in China’s E-Commerce: The Roles of Perceived Authenticity, Usefulness, and RiskSystems10.3390/systems1302007113:2(71)Online publication date: 21-Jan-2025
https://doi.org/10.3390/systems13020071
Park JSon JCho SUm J(2025)Smart Cognitive HMI With Automated Knowledge Extraction for Machine ToolIEEE Access10.1109/ACCESS.2024.351960713(120-134)Online publication date: 2025
https://doi.org/10.1109/ACCESS.2024.3519607
Brännström ADignum VNieves J(2025)Goal-hiding information-seeking dialogues: A formal frameworkInternational Journal of Approximate Reasoning10.1016/j.ijar.2024.109325177(109325)Online publication date: Feb-2025
https://doi.org/10.1016/j.ijar.2024.109325
Guyton ZPak RRovira E(2025)The role of automation etiquette and task-criticality on performance, workload, automation reliance, and user confidenceApplied Ergonomics10.1016/j.apergo.2024.104430125(104430)Online publication date: May-2025
https://doi.org/10.1016/j.apergo.2024.104430
Ahmad MNaeem MMobo FTahir MAkram M(2024)Navigating the JourneyDesign and Development of Emerging Chatbot Technology10.4018/979-8-3693-1830-0.ch014(236-255)Online publication date: 15-Mar-2024
https://doi.org/10.4018/979-8-3693-1830-0.ch014
Jeon J(2024)The Effect of AI Agent Gender on Trust and GroundingJournal of Theoretical and Applied Electronic Commerce Research10.3390/jtaer1901003719:1(692-704)Online publication date: 21-Mar-2024
https://doi.org/10.3390/jtaer19010037
Alabbas AAlomar K(2024)Tayseer: A Novel AI-Powered Arabic Chatbot Framework for Technical and Vocational Student Helpdesk Services and Enhancing Student InteractionsApplied Sciences10.3390/app1406254714:6(2547)Online publication date: 18-Mar-2024
https://doi.org/10.3390/app14062547
Tanwar MVerma H(2024)Scientific Mapping of Chatbot Literature: A Bibliometric AnalysisInternational Journal of Mathematical, Engineering and Management Sciences10.33889/IJMEMS.2024.9.2.0179:2(323-340)Online publication date: 1-Apr-2024
https://doi.org/10.33889/IJMEMS.2024.9.2.017
Shevchenko APanok VShevtsov ASlyusar VMalyi RYeroshenko TNazar M(2024)DEVELOPMENT OF A VIRTUAL PSYCHOLOGICAL ASSISTANT WITH ARTIFICIAL INTELLIGENCE IN THE HEALTHCARE SECTORClinical and Preventive Medicine10.31612/2616-4868.8.2024.02(15-27)Online publication date: 30-Dec-2024
https://doi.org/10.31612/2616-4868.8.2024.02
Aytaç Z(2024)SOHBET ROBOTLARININ SOSYAL MEDYA ÜZERİNDEN TEMATİK ANALİZİÖmer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi10.25287/ohuiibf.141998817:4(766-779)Online publication date: 10-Oct-2024
https://doi.org/10.25287/ohuiibf.1419988
Show More Cited By

View Options

Login options

Check if you have access through your login credentials or your institution to get full access on this article.

Full Access

Get this Article

View options

PDF

View or Download as a PDF file.

PDF

eReader

View online with eReader.

eReader

Digital Edition

View this article in digital edition.

Digital Edition

HTML Format

View this article in HTML Format.

HTML Format

References

Cited By

Index Terms

Recommendations

Why People Use Chatbots

Evaluating and Informing the Design of Chatbots

Exploring how politeness impacts the user experience of chatbots for mental health support

Comments

Information

Published In

Publisher

Publication History

Permissions

Check for updates

Qualifiers

Funding Sources

Contributors

Other Metrics

Bibliometrics

Article Metrics

Other Metrics

Citations

Cited By

Login options

Full Access

View options

PDF

eReader

Digital Edition

HTML Format

Share

Share this Publication link

Share on social media

Affiliations