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“Don’t Neglect the User!” – Identifying Types of Human-Chatbot Interactions and their Associated Characteristics

Author

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  • Thai Ha Nguyen

    (Auckland University of Technology)

  • Lena Waizenegger

    (Auckland University of Technology)

  • Angsana A. Techatassanasoontorn

    (Auckland University of Technology)

Abstract

Interactions with conversational agents (CAs) become increasingly common in our daily life. While research on human-CA interactions provides insights into the role of CAs, the active role of users has been mostly neglected. We addressed this void by applying a thematic analysis approach and analysed 1000 interactions between a chatbot and customers of an energy provider. Informed by the concepts of social presence and social cues and using the abductive logic, we identified six human-chatbot interaction types that differ according to salient characteristics, including direction, social presence, social cues of customers and the chatbot and customer effort. We found that bi-directionality, a medium degree of social presence and selected social cues used by the chatbot and customers are associated with desirable outcomes in which customers mostly obtain requested information. The findings help us understand the nature of human-CA interactions in a customer service context and inform the design and evaluation of CAs.

Suggested Citation

  • Thai Ha Nguyen & Lena Waizenegger & Angsana A. Techatassanasoontorn, 2022. "“Don’t Neglect the User!” – Identifying Types of Human-Chatbot Interactions and their Associated Characteristics," Information Systems Frontiers, Springer, vol. 24(3), pages 797-838, June.
    • Handle: RePEc:spr:infosf:v:24:y:2022:i:3:d:10.1007_s10796-021-10212-x
    DOI: 10.1007/s10796-021-10212-x
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    References listed on IDEAS

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    Cited by:

    1. Bettina Minder & Patricia Wolf & Matthias Baldauf & Surabhi Verma, 2023. "Voice assistants in private households: a conceptual framework for future research in an interdisciplinary field," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-18, December.

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