I'm Sorry, Dave, I'm Afraid I Can't Do That: Chatbot Perception and Expectations
Abstract
Artificial intelligence continues to grow in popularity on mobile platforms, increasing exposure to chatbot apps. Chatbot technology has evolved over time, yet the purpose and added value that chatbots offer has not been clearly defined. In order to design a chatbot that provides a meaningful experience, we must first understand what expectations people have for this technology, and what opportunities are there for chatbots based on user needs. This study includes qualitative data from 54 participants in the US and India, sharing their expectations and experiences with a chatbot. The research objectives include:1) understand user perception and expectations of chatbots 2) surface preferences for input modality and 3) identify domains where chatbots can add meaningful purpose.
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Users still experience issues in chatbot interaction, both in terms of pragmatic experiences-where chatbots fail to understand or to help users achieve their intended goals-and in terms of hedonic experiences-where chatbots fail to engage users over time.
“Users still experience issues in chatbot interaction, both in terms of pragmatic experiences—where chatbots fail to understand or to help users achieve their intended goals [75]—and in terms of hedonic experiences—where chatbots fail to engage users over time [117].”
From Future directions for chatbot research: An interdisciplinary research agenda (2021) · cites this paper as [117]
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Freitas, A. R. G., Schülke, A., Glaser, S., Michelmann, P., Chi, T. N., Schröder, L. M., Fadavi, Z., Talekar, G., Ternieten, J., Trivedi, A., et al. (2021) · International Conference on Mobile and Ubiquitous Multimedia (MUM) · doi:10.1145/3490632.3490673 · Cited by 7 · see citing works
A Validation of the Human-Generative Artificial Intelligence Trust Scale
Wang, P., Yin, K., Tian, M., Zheng, Y., Wu, H., Zhou, C. Q., Zhang, M., Ma, J., & Yuan, X. (2025) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2025.2542881 · Cited by 7 · see citing works
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Chatbots Assisting German Business Management Applications
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- Authors
- Zamora, J.
- Affiliations
- Google (United States) (US)
- Corresponding author
- Zamora, Jennifer
- Venue
- Proceedings of the 5th International Conference on Human Agent Interaction
- Publisher
- ACM
- Published
- 2017-10-27
- Pages
- 253-260
- OpenAlex
- W2765338544
- Cited by
- 164
- References
- 18
- Citations by year
- 2026: 11 · 2025: 22 · 2024: 24 · 2023: 27 · 2022: 19 · 2021: 23 · 2020: 22 · 2019: 14 · 2018: 2
- FWCI
- 4.74
- Type
- conference paper
- Language
- en
- Open access
- closed
- Locations
- International Conference on Human-Agent Interaction (HAI) (publishedVersion)
- Topics
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Physical Sciences › Computer Science › Artificial Intelligence › Speech and dialogue systems
- Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
- Keywords
- chatbots, user expectations, user perception, chatbot design, artificial intelligence, user experience, cross-cultural comparison
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