Proceedings ArticleDOI
Chatbots, Humbots, and the Quest for Artificial General Intelligence
Jonathan Grudin,Richard Jacques +1 more
- pp 209
TLDR
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 are described.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.read more
Citations
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Journal ArticleDOI
The human side of human-chatbot interaction: A systematic literature review of ten years of research on text-based chatbots
TL;DR: In this article, the authors present a systematic literature review of text-based chatbots, focusing on how users interact with text-Based Chatbots, and map the relevant themes that are recurrent in the last ten years of research.
Proceedings ArticleDOI
Chatbots for customer service: user experience and motivation
Asbjørn Følstad,Marita Skjuve +1 more
TL;DR: The human likeness of chatbots for customer service is found to be dwarfed in importance compared to such chatbots' ability to efficiently and adequately handle enquiries.
Proceedings ArticleDOI
Empathy Is All You Need: How a Conversational Agent Should Respond to Verbal Abuse
TL;DR: The results show that the agent's response style has a significant effect on user emotions, and participants were less angry and more guilty with the empathy agent than the other two agents.
Journal ArticleDOI
Tell Me About Yourself: Using an AI-Powered Chatbot to Conduct Conversational Surveys with Open-ended Questions
TL;DR: This article conducted a field study involving about 600 participants and found that the chatbot drove a significantly higher level of participant engagement and elicited significantly better quality responses measured by Gricean Maxims in terms of their informativeness, relevance, specificity, and clarity.
Journal ArticleDOI
Collaborating with technology-based autonomous agents: Issues and research opportunities
Isabella Seeber,Lena Waizenegger,Stefan Seidel,Stefan Morana,Izak Benbasat,Paul Benjamin Lowry +5 more
TL;DR: Key issues related to the affective and cognitive implications of using autonomous technology-based agents, design issues, and unintended consequences highlight key contemporary research challenges that allow researchers in this area to leverage compelling questions that can guide further research in this field.
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