Artificial Intelligence in Conversational Agents: A Study of Factors Related to Perceived Humanness in Chatbots
Artificial Intelligence in Conversational Agents: A Study of Factors Related to Perceived Humanness in Chatbots
复制标题
会话代理中的人工智能：与聊天机器人中感知人性相关的因素的研究
DOI：
10.1145/3375959.3375973
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发表时间：
2019
期刊：
影响因子：
--
通讯作者：
Montathar Faraon
中科院分区：
文献类型：
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作者：
Nina Svenningsson;Montathar Faraon
人工智能（AI）以聊天机器人的形式在面向服务的业务中越来越受欢迎。聊天机器人是一种流行的社交人工智能，它使用自然语言处理与用户交流。过去的研究表明，在聊天机器人是否应该像人类一样交流和行为方面存在差异。本文旨在探讨这些差异，以提供与聊天机器人感知人性相关的一系列因素的理论贡献，以及这些因素如何最终导致积极的用户体验。研究结果表明，聊天机器人应具备以下特点：避免闲聊，保持正式的语气；将自己定位为机器人并询问它如何提供帮助；提供具体的信息，并通过复杂的词汇选择和精心构建的句子表达自己；在决策过程中提出后续问题；当上下文无法理解时，提供道歉，然后提出问题或陈述，以动态地推进对话。这些结果可能会对在人工智能领域工作的设计师以及围绕人工智能在社会中应用的更广泛的辩论和讨论产生影响。
Artificial intelligence (AI) is gaining traction in service-oriented businesses in the form of chatbots. A chatbot is a popular type of social AI that uses natural language processing to communicate with users. Past studies have shown discrepancies in terms of whether or not a chatbot should communicate and behave like a human. This article aims to explore these discrepancies in order to provide a theoretical contribution of a list of factors related to perceived humanness in chatbots and how these may consequently lead to a positive user experience. The results suggest that a chatbot should have the following characteristics: avoiding small talk and maintaining a formal tone; identifying itself as a bot and asking how it can help; providing specific information and articulating itself with sophisticated choices of words and well-constructed sentences; asking follow-up questions during decision-making processes and; providing an apology when the context is not comprehensible, followed by a question or a statement to dynamically move a conversation forward. These results may have implications for designers working in the field of AI as well as for the wider debates and the broader discourse around the adoption of AI in society.