The theory of affordances

Social identity theory and the organization

Chatbots' growing popularity has brought new challenges to HCI, having changed the patterns of human interactions with computers. The increasing need to approximate conversational interaction styles raises expectations for chatbots to present social behaviors that are habitual in human-human communication. In this survey, we argue that chatbots should be enriched with social characteristics that cohere with users' expectations, ultimately avoiding frustration and dissatisfaction. We bring together the literature on disembodied, text-based chatbots to derive a conceptual model of social characteristics for chatbots. We analyzed 56 papers from various domains to understand how social characteristics can benefit human-chatbot interactions and identify the challenges and strategies to designing them. Additionally, we discussed how characteristics may influence one another. Our results provide relevant opportunities to both researchers and designers to advance human-chatbot interactions.

How should my chatbot interact? A survey on human-chatbot interaction design.

The evolving role of artificial intelligence in marketing: A review and research agenda

Physical closure of educational institutes worldwide due to the COVID-19 pandemic has resulted in the emergence of a new era of video-based learning. The current circumstances are unique that have ...

https://www.tandfonline.com/doi/pdf/10.1080/10447318.2020.1848164

University Students’ Perception of Video-Based Learning in Times of COVID-19: A TAM/TTF Perspective

Advanced speech recognition technology facilitated the development of voice-based smart devices. Voice user interface (VUI) is now a common feature on smartphones, computers, smart home devices, an...

An Integrated Model of Voice-User Interface Continuance Intention: The Gender Effect

Artificial intelligence (AI) technology is advancing, and its application are widely used in many fields. AI chatbots powered by natural language processing are being integrated in numerous industries. AI chatbots help to improve customer services and enhance customer experiences. There is lack of study about the interactions between human and chatbots. As chatbots are designed to make interactions that are closer and more personal to the user, the way users communicate and interact with chatbots will differ from nonAI machines. Based on self-determination theory, this research aims to study the differences in system satisfaction between chatbot system and website system, and what factors determine satisfaction. The proposed research model hypothesizes the relationship between perceived autonomy, perceived competence, cognitive load, performance satisfaction, process satisfaction, and system satisfaction. It is proposed that the model will be tested using experimental survey.

Understanding user interactions with a chatbot: a self-determination theory approach.

User interactions with chatbot interfaces vs. Menu-based interfaces: An empirical study

Pathways to being CIO: The role of background revisited

Inspired by the progress in the field of artificial intelligence and by the assimilation of AI capabilities into a variety of IT applications, including personal assistant apps such as Siri, this study examines how user experiences with such assistant apps differs from their interactions with more traditional IT artifacts. Using text analysis of user reviews of 10 assistant and 15 non-assistant apps, we identify 50 topics that reflect user experiences and evaluations. Most identified topics map well into existing IS constructs, such as ease of use, system quality and affordances, suggesting that current IS theory adequately reflects user experiences with IT, and is relevant to the analysis of AI-enabled applications. The results also highlight differences in how users experience their interactions with assistant and non-assistant apps, pointing towards potential shifts in how we experience and theorize user-IT interactions in the AI-enabled world.

Quynh N. Nguyen

Papers

An Integrated Model of Voice-User Interface Continuance Intention: The Gender Effect

Understanding user interactions with a chatbot: a self-determination theory approach.

User interactions with chatbot interfaces vs. Menu-based interfaces: An empirical study

Pathways to being CIO: The role of background revisited

AI capabilities and user experiences: a comparative study of user reviews for assistant and non-assistant mobile apps.