poster

User Engagement with Chatbots: A Discursive Psychology Approach

Authors:

L. Jean CampAuthors Info & Claims

CUI '20: Proceedings of the 2nd Conference on Conversational User Interfaces

July 2020

Article No.: 52, Pages 1 - 4

https://doi.org/10.1145/3405755.3406165

Published: 22 July 2020 Publication History

Abstract

Conversational agents have transcended into multiple industries with increased ability for user engagement in intelligent conversation. Conversations with chatbots are different from interpersonal communication in terms of turn-taking, intentions, and behavior. We study de-identified chat logs across 30 conversations with a well-recognized chatbot to understand (i) how people create turns in conversation to perform 'social action', extending human experiences and knowledge (ii) how people express typical human constructs like emotion in their interaction with chatbots, and, (iii) what are the discursive strategies used by people to create 'shared meaning' and identity for themselves. Our findings reveal conversational expectations and behavior of users being similar to those in human-to-human sharing (how people talk), but greater diversity in the nature of information shared (what they talk about). This can advance discussion both in how we can design conversational agents to be more intelligible, as well as sensitive to unnecessary information disclosure.

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Cited By

Barbara Onyekwelu IShrestha REika Sandnes F(2024)“Not quite there yet”: On Users Perception of Popular Healthcare Chatbot Apps for Personal Health ManagementProceedings of the 17th International Conference on PErvasive Technologies Related to Assistive Environments10.1145/3652037.3652042(191-197)Online publication date: 26-Jun-2024
https://dl.acm.org/doi/10.1145/3652037.3652042
Abdelhamid SMallari TAly M(2023)Cybersecurity Awareness, Education, and Workplace Training Using Socially Enabled Intelligent ChatbotsCreative Approaches to Technology-Enhanced Learning for the Workplace and Higher Education10.1007/978-3-031-41637-8_1(3-16)Online publication date: 24-Sep-2023
https://doi.org/10.1007/978-3-031-41637-8_1
ČERNÝ M(2022)GALLERYIST ANNA: CHATBOT AS AN EDUCATIONAL RESOURCEJournal of Technology and Information10.5507/jtie.2022.00914:1(49-68)Online publication date: 6-Oct-2022
https://doi.org/10.5507/jtie.2022.009
Show More Cited By

Index Terms

User Engagement with Chatbots: A Discursive Psychology Approach
1. Computing methodologies
  1. Artificial intelligence
    1. Philosophical/theoretical foundations of artificial intelligence
2. Human-centered computing
  1. Human computer interaction (HCI)
  2. Interaction design
    1. Interaction design process and methods
      1. User centered design

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Information & Contributors

Information

Published In

cover image ACM Other conferences

CUI '20: Proceedings of the 2nd Conference on Conversational User Interfaces

July 2020

271 pages

ISBN:9781450375443

DOI:10.1145/3405755

Conference Chairs:
María Inés Torres,
Stephan Schlögl,
Program Chairs:
Leigh Clark,
Martin Porcheron

Copyright © 2020 Owner/Author.

Permission to make digital or hard copies of part or all 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 third-party components of this work must be honored. For all other uses, contact the Owner/Author.

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 22 July 2020

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Poster
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Refereed limited

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CUI '20

CUI '20: 2nd Conference on Conversational User Interfaces

July 22 - 24, 2020

Bilbao, Spain

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CUI '20 Paper Acceptance Rate 13 of 39 submissions, 33%;

Overall Acceptance Rate 34 of 100 submissions, 34%

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Cited By

Barbara Onyekwelu IShrestha REika Sandnes F(2024)“Not quite there yet”: On Users Perception of Popular Healthcare Chatbot Apps for Personal Health ManagementProceedings of the 17th International Conference on PErvasive Technologies Related to Assistive Environments10.1145/3652037.3652042(191-197)Online publication date: 26-Jun-2024
https://dl.acm.org/doi/10.1145/3652037.3652042
Abdelhamid SMallari TAly M(2023)Cybersecurity Awareness, Education, and Workplace Training Using Socially Enabled Intelligent ChatbotsCreative Approaches to Technology-Enhanced Learning for the Workplace and Higher Education10.1007/978-3-031-41637-8_1(3-16)Online publication date: 24-Sep-2023
https://doi.org/10.1007/978-3-031-41637-8_1
ČERNÝ M(2022)GALLERYIST ANNA: CHATBOT AS AN EDUCATIONAL RESOURCEJournal of Technology and Information10.5507/jtie.2022.00914:1(49-68)Online publication date: 6-Oct-2022
https://doi.org/10.5507/jtie.2022.009
Carmichael LPoirier SCoursaris CLéger PSénécal S(2022)Users’ Information Disclosure Behaviors during Interactions with Chatbots: The Effect of Information Disclosure NudgesApplied Sciences10.3390/app12241266012:24(12660)Online publication date: 10-Dec-2022
https://doi.org/10.3390/app122412660
Rezwana JMaher MMaiden NSas C(2022)Understanding User Perceptions, Collaborative Experience and User Engagement in Different Human-AI Interaction Designs for Co-Creative SystemsProceedings of the 14th Conference on Creativity and Cognition10.1145/3527927.3532789(38-48)Online publication date: 20-Jun-2022
https://dl.acm.org/doi/10.1145/3527927.3532789
Borsci SSchmettow MMalizia AChamberlain Avan der Velde F(2022)A confirmatory factorial analysis of the Chatbot Usability Scale: a multilanguage validationPersonal and Ubiquitous Computing10.1007/s00779-022-01690-027:2(317-330)Online publication date: 4-Aug-2022
https://doi.org/10.1007/s00779-022-01690-0
Avgustis IShirokov AIivari N(2021)“Please Connect Me to a Specialist”: Scrutinising ‘Recipient Design’ in Interaction with an Artificial Conversational AgentHuman-Computer Interaction – INTERACT 202110.1007/978-3-030-85610-6_10(155-176)Online publication date: 26-Aug-2021
https://doi.org/10.1007/978-3-030-85610-6_10
Motger QFranch XMarco J(2021)Integrating Adaptive Mechanisms into Mobile Applications Exploiting User FeedbackResearch Challenges in Information Science10.1007/978-3-030-75018-3_23(347-355)Online publication date: 8-May-2021
https://doi.org/10.1007/978-3-030-75018-3_23

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