Understanding Chatbot-mediated Task Management
Open accessAbstract
Effective task management is essential to successful team collaboration. While the past decade has seen considerable innovation in systems that track and manage group tasks, these innovations have typically been outside of the principal communication channels: email, instant messenger, and group chat. Teams formulate, discuss, refine, assign, and track the progress of their collaborative tasks over electronic communication channels, yet they must leave these channels to update their task-tracking tools, creating a source of friction and inefficiency. To address this problem, we explore how bots might be used to mediate task management for individuals and teams. We deploy a prototype bot to eight different teams of information workers to help them create, assign, and keep track of tasks, all within their main communication channel. We derived seven insights for the design of future bots for coordinating work.
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Chatbots for collaboration have been developed and implemented in a range of contexts and for various purposes, including group processes in education, work, organizational settings, and gaming communities.
“chatbots for collaboration have been developed and implemented in a range of contexts and for various purposes, for example, to support group processes in education [43], at work [11] and organizational settings [104], as well as in gaming communities [96].”
From Future directions for chatbot research: An interdisciplinary research agenda (2021) · cites this paper as [104]
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Jiang, Z., Yeo, S., Xuan, D. S. W., & Perrault, S. T. (2025) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3757650 · Cited by 6 · see citing works
Exploring the Effects of Self-Mockery to Improve Task-Oriented Chatbot’s Social Intelligence
Liu, C., Zhou, S., Zhang, Y., Liu, D., Peng, Z., & Ma, X. (2022) · Designing Interactive Systems Conference · doi:10.1145/3532106.3533461 · Cited by 6 · see citing works
Chatbot-mediated Personal Daily Context Modeling upon User Story Graph
Li, Y., Shibata, H., & Takama, Y. (2019) · Conference on Technologies and Applications of Artificial Intelligence (TAAI) · doi:10.1109/taai48200.2019.8959867 · Cited by 6 · see citing works
Park, S., Lee, Y. Y., Cho, S., Kim, M., & Lee, J. (2021) · ACM Conference on Computer Supported Cooperative Work (CSCW) · doi:10.1145/3462204.3481738 · Cited by 6 · see citing works
A Psychologist Chatbot Developing Experience.
Siddig, A., & Hines, A. (2019) · AICS · Cited by 6 · see citing works
A Survey on Multi-User Conversational Interfaces
Wagner, N., Kraus, M., Minker, W., Griol, D., & Callejas, Z. (2025) · Applied Sciences · doi:10.3390/app15137267 · Cited by 5 · see citing works
Grounded Task Prioritization with Context-Aware Sequential Ranking
Zhang, C., Kiseleva, J., Jauhar, S. K., & White, R. W. (2021) · ACM Transactions on Information Systems · doi:10.1145/3486861 · Cited by 5 · see citing works
MindWell Solace: Your Mental Health Companion
Bhave, U., Narendra, M. M., Bhadresh, D. J., Suhas, J. A., & Ajit, R. R. (2024) · Asian Conference on Innovation in Technology (ASIANCON) · doi:10.1109/asiancon62057.2024.10837922 · Cited by 4 · see citing works
Time Estimation Bias in Knowledge Work: Tasks With Fewer Time Constraints Are More Error-Prone
Ahmetoglu, Y., Brumby, D. P., & Cox, A. L. (2020) · CHI Conference Extended Abstracts on Human Factors in Computing Systems (CHI EA) · doi:10.1145/3334480.3382917 · Cited by 4 · see citing works
An Intelligent Interface for Human-Computer Interaction in Legal Domain
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Jeromela, J., & Conlan, O. (2023) · International Conference on Human-Agent Interaction (HAI) · doi:10.1145/3623809.3623851 · Cited by 4 · see citing works
Towards a Systematic Approach for Chatbot Development in Digital Work Environments
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A Weak Supervision-Based Approach to Improve Chatbots for Code Repositories
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Quid pro Quo: Information disclosure for AI feedback in Human-AI collaboration
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KnowBots: Discovering Relevant Patterns in Chatbot Dialogues
Rívolli, A., Amaral, C. X., Guardão, L., de Sá, C. R., & Soares, C. (2019) · Lecture notes in computer science · doi:10.1007/978-3-030-33778-0_36 · Cited by 3 · see citing works
Bringing Automation to the Classroom: A ChatOps-Based ApproachPreprint
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Analysis of Task Management in Virtual Academic Teams
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Designing AI Tools to Address Power Imbalances in Digital Labor Platforms
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Self-citationIt Depends on the Timing: The Ripple Effect of AI on Team Decision-Making
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Sanjeev, A., & Sharma, R. (2025) · Emerald Group Publishing Limited eBooks · doi:10.1108/978-1-83549-852-120251006 · Cited by 1 · see citing works
User Experience of Agent-Mediated Interactions with Multiple Conversational Agents
Nam, H., Kim, H., & Lim, Y.-K. (2021) · Communications in computer and information science · doi:10.1007/978-3-030-78635-9_61 · Cited by 1 · see citing works
- Authors
- Toxtli, C., Monroy-Hernández, A., & Cranshaw, J.
- Affiliations
- West Virginia University (US)
- Microsoft Research, Redmond, WA, USA
- Microsoft (United States) (US)
- Venue
- Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems
- Publisher
- ACM
- Published
- 2018-04-19
- Pages
- 1-6
- OpenAlex
- W2787096751
- Cited by
- 127
- References
- 27
- Citations by year
- 2026: 7 · 2025: 12 · 2024: 17 · 2023: 13 · 2022: 23 · 2021: 19 · 2020: 21 · 2019: 11 · 2018: 4
- FWCI
- 33.19
- Type
- conference paper
- Language
- en
- Open access
- green
- arxiv.org
- Locations
- CHI Conference on Human Factors in Computing Systems (publishedVersion)
- arXiv (Cornell University) (submittedVersion)
- arXiv (Cornell University) (public-domain)
- Topics
- Social Sciences › Decision Sciences › Information Systems and Management › Personal Information Management and User Behavior
- Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
- Physical Sciences › Computer Science › Artificial Intelligence › AI in Service Interactions
- Keywords
- chatbots, task management, team collaboration, instant messaging, group chat, task allocation, task monitoring, information professionals, work coordination
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
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