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Conversational Agents for Information Retrieval in the Education Domain: A User-Centered Design Investigation

Authors:

Anuschka Schmitt,

Thiemo Wambsganss,

Jan Marco LeimeisterAuthors Info & Claims

Proceedings of the ACM on Human-Computer Interaction, Volume 6, Issue CSCW2

Article No.: 486, Pages 1 - 22

https://doi.org/10.1145/3555587

Published: 11 November 2022 Publication History

Abstract

Text-based conversational agents (CAs) are widely deployed across a number of daily tasks, including information retrieval. However, most existing agents follow a default design that disregards user needs and preferences, ultimately leading to a lack of usage and an unsatisfying user experience. To better understand how CAs can be designed in order to lead to effective system use, we deduced relevant design requirements from both literature and 13 user interviews. We built and tested a question-answering, text-based CA for an information retrieval task in an education scenario. Results from our experimental test with 41 students indicate that following a user-centered design has a significant positive effect on enjoyment and trust in a CA as opposed to deploying a default CA. If not designed with the user in mind, CAs are not necessarily more beneficial than traditional question-answering systems. Beyond practical implications for effective CA design, this paper points towards key challenges and potential research avenues when deploying social cues for CAs.

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Cited By

Hu JGuo JTang NMa XYao YYang CXu Y(2024)Designing the Conversational Agent: Asking Follow-up Questions for Information ElicitationProceedings of the ACM on Human-Computer Interaction10.1145/36373208:CSCW1(1-30)Online publication date: 26-Apr-2024
https://dl.acm.org/doi/10.1145/3637320
Ramandanis DXinogalos S(2023)Investigating the Support Provided by Chatbots to Educational Institutions and Their Students: A Systematic Literature ReviewMultimodal Technologies and Interaction10.3390/mti71101037:11(103)Online publication date: 4-Nov-2023
https://doi.org/10.3390/mti7110103
Ramandanis DXinogalos S(2023)Designing a Chatbot for Contemporary Education: A Systematic Literature ReviewInformation10.3390/info1409050314:9(503)Online publication date: 13-Sep-2023
https://doi.org/10.3390/info14090503

Index Terms

Conversational Agents for Information Retrieval in the Education Domain: A User-Centered Design Investigation

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cover image Proceedings of the ACM on Human-Computer Interaction

Proceedings of the ACM on Human-Computer Interaction Volume 6, Issue CSCW2

CSCW

November 2022

8205 pages

EISSN:2573-0142

DOI:10.1145/3571154

Editor:
Jeff Nichols
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Published: 11 November 2022

Published in PACMHCI Volume 6, Issue CSCW2

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Hu JGuo JTang NMa XYao YYang CXu Y(2024)Designing the Conversational Agent: Asking Follow-up Questions for Information ElicitationProceedings of the ACM on Human-Computer Interaction10.1145/36373208:CSCW1(1-30)Online publication date: 26-Apr-2024
https://dl.acm.org/doi/10.1145/3637320
Ramandanis DXinogalos S(2023)Investigating the Support Provided by Chatbots to Educational Institutions and Their Students: A Systematic Literature ReviewMultimodal Technologies and Interaction10.3390/mti71101037:11(103)Online publication date: 4-Nov-2023
https://doi.org/10.3390/mti7110103
Ramandanis DXinogalos S(2023)Designing a Chatbot for Contemporary Education: A Systematic Literature ReviewInformation10.3390/info1409050314:9(503)Online publication date: 13-Sep-2023
https://doi.org/10.3390/info14090503

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