Cited by 275Speech and dialogue systemsAI in Service InteractionsSocial Robot Interaction and HRI

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Chatbots, Humbots, and the Quest for Artificial General Intelligence

Grudin, Jonathan, Jacques, Richard·2019·Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems

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Abstract

What began as a quest for artificial general intelligence branched into several pursuits, including intelligent assistants developed by tech companies and task-oriented chatbots that deliver more information or services in specific domains. Progress quickened with the spread of low-latency networking, then accelerated dramatically a few years ago. In 2016, task-focused chatbots became a centerpiece of machine intelligence, promising interfaces that are more engaging than robotic answering systems and that can accommodate our increasingly phone-based information needs. Hundreds of thousands were built. Creating successful non-trivial chatbots proved more difficult than anticipated. Some developers now design for human-chatbot (humbot) teams, with people handling difficult queries. This paper describes the conversational agent space, difficulties in meeting user expectations, potential new design approaches, uses of human-bot hybrids, and implications for the ultimate goal of creating software with general intelligence.

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Authors: Grudin, J., & Jacques, R.
Affiliations: Microsoft (United States) (US)
ORCID: Grudin, Jonathan
Venue: Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems
Publisher: ACM
Published: 2019-05-02
Pages: 1-11
DOI: 10.1145/3290605.3300439
OpenAlex: W2940884072
Cited by: 275
References: 25
Citations by year: 2026: 13 · 2025: 40 · 2024: 51 · 2023: 53 · 2022: 41 · 2021: 43 · 2020: 28 · 2019: 6
FWCI: 11.29
Type: conference paper
Language: en
Open access: closed
Licence: www.acm.org/publications/policies/copyright_policy#Background (vor)
Locations: CHI Conference on Human Factors in Computing Systems (publishedVersion)
Topics: Physical Sciences › Computer Science › Artificial Intelligence › Speech and dialogue systems
Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
Keywords: chatbots, artificial general intelligence, task-oriented chatbots, intelligent assistants, chatbot design, user expectations, low-latency communication

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Chatbots, Humbots, and the Quest for Artificial General Intelligence

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