PDF] Like Having a Really Bad PA: The Gulf between User Expectation and Experience of Conversational Agents

This paper reports the findings of interviews with 14 users of CAs in an effort to understand the current interactional factors affecting everyday use, and finds user expectations dramatically out of step with the operation of the systems. The past four years have seen the rise of conversational agents (CAs) in everyday life. Apple, Microsoft, , Google and Facebook have all embedded proprietary CAs within their software and, increasingly, conversation is becoming a key mode of human-computer interaction. Whilst we have long been familiar with the notion of computers that speak, the investigative concern within HCI has been upon multimodality rather than dialogue alone, and there is no sense of how such interfaces are used in everyday life. This paper reports the findings of interviews with 14 users of CAs in an effort to understand the current interactional factors affecting everyday use. We find user expectations dramatically out of step with the operation of the systems, particularly in terms of known machine intelligence, system capability and goals. Using Norman's 'gulfs of execution and evaluation' [30] we consider the implications of these findings for the design of future systems.

Experiences of a Speech-enabled Conversational Agent for the Self-report of Well-being among People Living with Affective Disorders: An In-the-Wild Study

PDF) The Effects of Continuous Conversation and Task Complexity on Usability of an AI-Based Conversational Agent in Smart Home Environments

PDF] Differences in Interactions with a Conversational Agent

PDF] Design and evaluation of a conversational agent for the touristic domain

Charting the Evolution and Future of Conversational Agents: A Research Agenda Along Five Waves and New Frontiers

User interactions with “Alexa” in public academic space - Lopatovska - 2018 - Proceedings of the Association for Information Science and Technology - Wiley Online Library

PDF] Differences in Interactions with a Conversational Agent

Inform, Explain, or Control: Techniques to Adjust End-User Performance Expectations for a Conversational Agent Facilitating Group Chat Discussions

IJERPH, Free Full-Text

PDF] StockBabble: A Conversational Financial Agent to support Stock Market Investors