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.

Addressing Hiccups in Conversations with Recommender Systems

Voice Assistant vs. Chatbot – Examining the Fit Between Conversational Agents' Interaction Modalities and Information Search Tasks

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PDF] Differences in Interactions with a Conversational Agent

Experiences of a Speech-enabled Conversational Agent for the Self-report of Well-being among People Living with Affective Disorders: An In-the-Wild Study

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PDF] Practical Empathy: The Duality of Social and Transactional Roles of Conversational Agents in Giving Health Advice

Frontiers Revisiting Human-Agent Communication: The Importance of Joint Co-construction and Understanding Mental States

Creating 'a Simple Conversation': Designing a Conversational User Interface to Improve the Experience of Accessing Support for Study

PDF) Systematic Review: Trust-Building Factors and Implications for Conversational Agent Design

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

PDF) Designing the Future of Personal Fashion