Cited by 164AI in Service InteractionsSpeech and dialogue systemsSocial Robot Interaction and HRI

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I'm Sorry, Dave, I'm Afraid I Can't Do That: Chatbot Perception and Expectations

Zamora, Jennifer·2017·Proceedings of the 5th International Conference on Human Agent Interaction

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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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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
DOI: 10.1145/3125739.3125766
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
Licence: www.acm.org/publications/policies/copyright_policy#Background (vor)
Locations: International Conference on Human-Agent Interaction (HAI) (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Marketing › 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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I'm Sorry, Dave, I'm Afraid I Can't Do That: Chatbot Perception and Expectations

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