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Journal ArticleDOI

In the shades of the uncanny valley: An experimental study of human–chatbot interaction

TL;DR: Understanding the user’s side may be crucial for designing better chatbots in the future and, thus, can contribute to advancing the field of human–computer interaction.
About: This article is published in Future Generation Computer Systems.The article was published on 2019-03-01. It has received 283 citations till now. The article focuses on the topics: Chatbot & Uncanny valley.
Citations
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Journal ArticleDOI
TL;DR: Analysis of data collected from 370 actual chatbot users reveals that information quality and service quality positively influence consumers’ satisfaction, and that perceived enjoyment, perceived usefulness, and perceived ease of use are significant predictors of continuance intention toward chatbot-based customer service.

210 citations

Journal ArticleDOI
TL;DR: In this article, the authors studied the role of psychological anthropomorphic characteristics, perceived empathy, and interaction quality in the acceptance of AI devices in the service industry and found that anthropomorphic features alone do not influence acceptance and trust towards AI devices.

159 citations

Journal ArticleDOI
TL;DR: It is argued that chatbots should be enriched with social characteristics that cohere with users’ expectations, ultimately avoiding frustration and dissatisfaction.
Abstract: 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 style...

157 citations


Cites background from "In the shades of the uncanny valley..."

  • ...…toward establishing common ground with the agent when they are represented as fully human; in contrast, when evaluating a website assistant chatbot, Ciechanowski et al. (2018) show that simpler text-based chatbots with no visual, human identity resulted in less of an uncanny effect and reduced…...

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  • ...In contrast, designing overly humanized agents results in uncanny feelings and increased expectations (Ciechanowski et al., 2018; Gnewuch et al., 2017), which also negatively impacts the interaction....

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  • ...We found 16 studies that discuss identity issues, ten of which have identity as part of their main investigation [Araujo 2018; Candello et al. 2017; Ciechanowski et al. 2018; Corti and Gillespie 2016; De Angeli and Brahnam 2006; De Angeli et al. 2001a; Jenkins et al. 2007; Liao et al. 2018; Marino 2014; Schlesinger et al. 2018]....

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  • ...In the HCI domain, some studies focus on investigating the social aspects of human–chatbot interactions (see, e.g., (Ciechanowski et al., 2018; Ho et al., 2018; Lee & Choi, 2017))....

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  • ...On the other hand, previous studies have also shown that developing overly humanized agents results in high expectations and uncanny feelings (Ciechanowski et al., 2018; Gnewuch et al., 2017), which was also pointed out in the surveyed literature as In summary, the personification category includes…...

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Journal ArticleDOI
TL;DR: A novel method of analyzing the content of messages produced in human-chatbot interactions is proposed, using the Condor Tribefinder system the authors developed for text mining that is based on a machine learning classification engine.

131 citations


Cites background from "In the shades of the uncanny valley..."

  • ...A crucial part of trust is related to anthropomorphization (Ciechanowski et al., 2019; Lotze, 2016; Radziwill & Benton, 2017; Stojni c, 2015)....

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  • ...We conducted a study (the first of its kind) of human-chatbot online interaction (Ciechanowski et al., 2019; Ciechanowski, Przegalinska, & Wegner, 2018) using both subjective (questionnaires) and objective (psychophysiology) measures....

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Journal ArticleDOI
TL;DR: This paper contrasts the well-known technology acceptance model (TAM) with the lesser known uses and gratifications (U&G) theory, applying both approaches to measure the acceptance of the text-based “Emma” chatbot by its target segment, and shows that both utilitarian factors such as “authenticity of conversation” and “perceived usefulness,” as well as hedonic factors, positively influence the accepted chatbot.

126 citations

References
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Journal ArticleDOI
TL;DR: Contrary to antipathy models, 2 dimensions mattered, and many stereotypes were mixed, either pitying (low competence, high warmth subordinates) or envying (high competence, low warmth competitors).
Abstract: Stereotype research emphasizes systematic processes over seemingly arbitrary contents, but content also may prove systematic. On the basis of stereotypes' intergroup functions, the stereotype content model hypothesizes that (a) 2 primary dimensions are competence and warmth, (b) frequent mixed clusters combine high warmth with low competence (paternalistic) or high competence with low warmth (envious), and (c) distinct emotions (pity, envy, admiration, contempt) differentiate the 4 competence-warmth combinations. Stereotypically, (d) status predicts high competence, and competition predicts low warmth. Nine varied samples rated gender, ethnicity, race, class, age, and disability out-groups. Contrary to antipathy models, 2 dimensions mattered, and many stereotypes were mixed, either pitying (low competence, high warmth subordinates) or envying (high competence, low warmth competitors). Stereotypically, status predicted competence, and competition predicted low warmth.

5,411 citations

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TL;DR: This chapter discusses the media equation, which describes the role media and personality play in the development of a person's identity and aims at clarifying these roles.
Abstract: Part I. Introduction: 1. The media equation Part II. Media and Manners: 2. Politeness 3. Interpersonal distance 4. Flattery 5. Judging others and ourselves Part III. Media and Personality: 6. Personality of characters 7. Personality of interfaces 8. Imitating a personality Part IV. Media and emotion: 9. Good versus bad 10. Negativity 11. Arousal Part V. Media and Social Roles: 12. Specialists 13. Teammates 14. Gender 15. Voices 16. Source orientation Part VI. Media and Form: 17. Image size 18. Fidelity 19. Synchrony 20. Motion 21. Scene changes 22. Subliminal images Part VII. Final Words: 23. Conclusions about the media equation References.

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Journal ArticleDOI
TL;DR: A discussion of some psychological issues relevant to the ELIZA approach as well as of future developments concludes the paper.
Abstract: ELIZA is a program operating within the MAC time-sharing system of MIT which makes certain kinds of natural language conversation between man and computer possible. Input sentences are analyzed on the basis of decomposition rules which are triggered by key words appearing in the input text. Responses are generated by reassembly rules associated with selected decomposition rules. The fundamental technical problems with which ELIZA is concerned are: (1) the identification of key words, (2) the discovery of minimal context, (3) the choice of appropriate transformations, (4) generation of responses in the absence of key words, and (5) the provision of an editing capability for ELIZA “scripts”. A discussion of some psychological issues relevant to the ELIZA approach as well as of future developments concludes the paper.

2,873 citations

Journal ArticleDOI
TL;DR: The context for socially interactive robots is discussed, emphasizing the relationship to other research fields and the different forms of “social robots”, and a taxonomy of design methods and system components used to build socially interactive Robots is presented.

2,869 citations