All Work and No Play?
Abstract
Many conversational agents (CAs) are developed to answer users' questions in a specialized domain. In everyday use of CAs, user experience may extend beyond satisfying information needs to the enjoyment of conversations with CAs, some of which represent playful interactions. By studying a field deployment of a Human Resource chatbot, we report on users' interest areas in conversational interactions to inform the development of CAs. Through the lens of statistical modeling, we also highlight rich signals in conversational interactions for inferring user satisfaction with the instrumental usage and playful interactions with the agent. These signals can be utilized to develop agents that adapt functionality and interaction styles. By contrasting these signals, we shed light on the varying functions of conversational interactions. We discuss design implications for CAs, and directions for developing adaptive agents based on users' conversational behaviors.
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Knowledge on chatbot use has been gathered for a range of contexts, including the private sphere, at work, and in public spaces.
“In consequence, knowledge on chatbot use has been gathered for a range of contexts—in the private sphere [87], at work [74], and in public spaces [17].”
From Future directions for chatbot research: An interdisciplinary research agenda (2021) · cites this paper as [74]
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- Authors
- Liao, Q. V., Mas-ud Hussain, M., Chandar, P., Davis, M., Khazaeni, Y., Crasso, M. P., Wang, D., Muller, M., Shami, N. S., & Geyer, W.
- Affiliations
- IBM (United States) (US)
- Northwestern University, Evanston, IL, USA
- Spotify Research, Cambridge, MA, USA
- IBM Research - Cambridge (United States) (US)
- Venue
- Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems
- Publisher
- ACM
- Published
- 2018-04-19
- Pages
- 1-13
- OpenAlex
- W2487652696
- Cited by
- 116
- References
- 59
- Citations by year
- 2026: 5 · 2025: 9 · 2024: 13 · 2023: 10 · 2022: 18 · 2021: 27 · 2020: 14 · 2019: 13 · 2018: 5 · 2017: 1
- FWCI
- 6.00
- Type
- conference paper
- Language
- en
- Open access
- closed
- Locations
- CHI Conference on Human Factors in Computing Systems (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, playful interaction, user satisfaction, field deployment, conversational behavior, adaptive agents, user experience
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