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Chasing the Chatbots

Directions for Interaction and Design Research

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Internet Science (INSCI 2018)

Abstract

Big tech-players have been successful in pushing the chatbots forward. Investments in the technology are growing fast, as well as the number of users and applications available. Instead of driving investments towards a successful diffusion of the technology, user-centred studies are currently chasing the popularity of chatbots. A literature analysis evidences how recent this research topic is, and the predominance of technical challenges rather than understanding users’ perceptions, expectations and contexts of use. Looking for answers to interaction and design questions raised in 2007, when the presence of clever computers in everyday life had been predicted for the year 2020, this paper presents a panorama of the recent literature, revealing gaps and pointing directions for further user-centred research.

This work has received support from the European Union’s Horizon 2020 research and innovation programme under grant agreement No. 687847 (COMRADES).

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Notes

  1. 1.

    KLM Blue Bot: https://bb.klm.com/.

  2. 2.

    Lidl Winebot: http://www.facebook.com/lidluk/.

  3. 3.

    Emma, Virtual Assistant of the US Citizenship and Immigration Service: https://www.uscis.gov/emma.

  4. 4.

    As informed by ACM at https://dl.acm.org/advsearch.cfm.

  5. 5.

    https://uchaguzi.or.ke/.

  6. 6.

    www.ushahidi.com.

  7. 7.

    https://woebot.io.

  8. 8.

    https://replika.ai/.

  9. 9.

    https://talktospot.com/.

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Correspondence to Lara S. G. Piccolo .

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Piccolo, L.S.G., Mensio, M., Alani, H. (2019). Chasing the Chatbots. In: Bodrunova, S., et al. Internet Science. INSCI 2018. Lecture Notes in Computer Science(), vol 11551. Springer, Cham. https://doi.org/10.1007/978-3-030-17705-8_14

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  • DOI: https://doi.org/10.1007/978-3-030-17705-8_14

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