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Beyond Dyadic Interactions: Considering Chatbots as Community Members

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Seering, Joseph, Luria, Michal, Kaufman, Geoff, Hammer, Jessica·2019·Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems
DOI 10.1145/3290605.3300680
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Abstract

Chatbots have grown as a space for research and development in recent years due both to the realization of their commercial potential and to advancements in language processing that have facilitated more natural conversations. However, nearly all chatbots to date have been designed for dyadic, one-on-one communication with users. In this paper we present a comprehensive review of research on chatbots supplemented by a review of commercial and independent chatbots. We argue that chatbots' social roles and conversational capabilities beyond dyadic interactions have been underexplored, and that expansion into this design space could support richer social interactions in online communities and help address the longstanding challenges of maintaining, moderating, and growing these communities. In order to identify opportunities beyond dyadic interactions, we used research-through-design methods to generate more than 400 concepts for new social chatbots, and we present seven categories that emerged from analysis of these ideas.

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  • Prior CHI studies have investigated potential scenarios of interacting with multi-party based chatbots as well as diverse roles of chatbots and their positive impact on familiarization among teammates, generating more ideas and diverse views, and nudging silent people to speak up.

    “prior CHI studies [43, 50, 77, 79, 93] have investigated potential scenarios of interacting with multi-party based chatbots [77] as well as diverse roles of chatbots and their positive impact on familiarization among teammates [79], generating more ideas and diverse views [43, 50, 79], and nudging silent people to speak up [43].”

    From The Promise and Peril of ChatGPT in Higher Education: Opportunities, Challenges, and Design Implications (2024) · cites this paper as [77]

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Metadata

Authors
Seering, J., Luria, M., Kaufman, G., & Hammer, J.
Affiliations
Carnegie Mellon University (US)
ORCID
Venue
Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems
Publisher
ACM
Published
2019-05-02
Pages
1-13
DOI
10.1145/3290605.3300680
OpenAlex
W2942454454
Cited by
97
References
2
Citations by year
2026: 13 · 2025: 16 · 2024: 12 · 2023: 11 · 2022: 17 · 2021: 14 · 2020: 10 · 2019: 4
FWCI
4.30
Type
conference paper
Language
en
Open access
Licence
www.acm.org/publications/policies/copyright_policy#Background (vor)
Locations
CHI Conference on Human Factors in Computing Systems (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
  • Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
  • Physical Sciences › Computer Science › Human-Computer Interaction › Innovative Human-Technology Interaction
Keywords
chatbots, dyadic interaction, social chatbots, online communities, community moderation, community growth, research through design

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