How Should My Chatbot Interact? A Survey on Social Characteristics in Human-Chatbot Interaction Design
How Should My Chatbot Interact? A Survey on Social Characteristics in Human-Chatbot Interaction Design
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DOI：
10.1080/10447318.2020.1841438
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发表时间：
2020-11-09
影响因子：
4.7
通讯作者：
Gerosa, Marco Aurelio
中科院分区：
文献类型：
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作者：
Chaves, Ana Paula;Gerosa, Marco Aurelio
聊天机器人的日益普及给人机交互带来了新的挑战，改变了人类与计算机交互的模式。对近似会话交互风格的需求日益增加，这提高了人们对聊天机器人呈现人与人之间交流中习惯性社交行为的期望。在这项调查中，我们认为聊天机器人应该丰富与用户的期望一致的社交特征，最终避免沮丧和不满。我们汇集了关于无实体的、基于文本的聊天机器人的文献，以推导出聊天机器人社会特征的概念模型。我们分析了来自不同领域的56篇论文，以了解社交特征如何有利于人类与聊天机器人的互动，并确定设计它们的挑战和策略。此外，我们还讨论了特征如何相互影响。我们的研究结果为研究人员和设计人员提供了相关的机会，以促进人类与聊天机器人的互动。
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 styles raises expectations for chatbots to present social behaviors that are habitual in human-human communication. In this survey, we argue that chatbots should be enriched with social characteristics that cohere with users' expectations, ultimately avoiding frustration and dissatisfaction. We bring together the literature on disembodied, text-based chatbots to derive a conceptual model of social characteristics for chatbots. We analyzed 56 papers from various domains to understand how social characteristics can benefit human-chatbot interactions and identify the challenges and strategies to designing them. Additionally, we discussed how characteristics may influence one another. Our results provide relevant opportunities to both researchers and designers to advance human-chatbot interactions.