The human side of human-chatbot interaction: A systematic literature review of ten years of research on text-based chatbots

•We reviewed 83 articles that investigate how people interact with text-based chatbots•We identified five relevant themes that are recurrent across the reviewed articles•We highlighted e.g., the importance of emotions and humanness in interaction with chatbots•We discussed opportunities for future r...

Celý popis

Uložené v:
Podrobná bibliografia
Vydané v:International journal of human-computer studies Ročník 151; s. 102630
Hlavní autori: Rapp, Amon, Curti, Lorenzo, Boldi, Arianna
Médium: Journal Article
Jazyk:English
Vydavateľské údaje: Elsevier Ltd 01.07.2021
Predmet:
artificial intelligence
chatbots
conversational agents
human-computer interaction
humanness
systematic literature review
user experience
humanness
human-computer interaction
conversational agents
chatbots
user experience
systematic literature review
artificial intelligence
ISSN:1071-5819, 1095-9300
On-line prístup:Získať plný text
Tagy: Pridať tag
Žiadne tagy, Buďte prvý, kto otaguje tento záznam!
Popis
Shrnutí:•We reviewed 83 articles that investigate how people interact with text-based chatbots•We identified five relevant themes that are recurrent across the reviewed articles•We highlighted e.g., the importance of emotions and humanness in interaction with chatbots•We discussed opportunities for future research like the need to develop theory and use well-defined constructs•We stressed the need to widen the notion of context, conduct research focused on design, and tackle ethical issues Over the last ten years there has been a growing interest around text-based chatbots, software applications interacting with humans using natural written language. However, despite the enthusiastic market predictions, ‘conversing’ with this kind of agents seems to raise issues that go beyond their current technological limitations, directly involving the human side of interaction. By adopting a Human-Computer Interaction (HCI) lens, in this article we present a systematic literature review of 83 papers that focus on how users interact with text-based chatbots. We map the relevant themes that are recurrent in the last ten years of research, describing how people experience the chatbot in terms of satisfaction, engagement, and trust, whether and why they accept and use this technology, how they are emotionally involved, what kinds of downsides can be observed in human-chatbot conversations, and how the chatbot is perceived in terms of its humanness. On the basis of these findings, we highlight open issues in current research and propose a number of research opportunities that could be tackled in future years.
ISSN:1071-5819
1095-9300
DOI:10.1016/j.ijhcs.2021.102630