HCI International 2021 - Posters - 23rd HCI International Conference, HCII 2021, Virtual Event, July 24-29, 2021, Proceedings, Part II
HCI International 2021 - Posters - 23rd HCI International Conference, HCII 2021, Virtual Event, July 24-29, 2021, Proceedings, Part II
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HCI International 2021 - 海报 - 第 23 届 HCI 国际会议，HCII 2021，虚拟活动，2021 年 7 月 24-29 日，会议记录，第二部分
DOI：
10.1007/978-3-030-78642-7_53
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发表时间：
2021
期刊：
影响因子：
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通讯作者：
Belen Saglam R
中科院分区：
文献类型：
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作者：
Belen Saglam R
通过对话能力的进步，聊天机器人已经开始请求和处理越来越多的敏感个人信息。敏感信息的准确披露对于向医疗保健和金融行业的用户提供建议和支持至关重要。在这项研究中，我们探讨了用户对聊天机器人提供商使用敏感数据相关因素的担忧。我们调查了491名英国公民的代表性样本。我们的研究结果表明，用户关注的问题集中在删除个人信息和他们的数据的不适当使用的关注。我们还发现，个人担心在与会话代理对话后失去对数据的控制。我们发现用户的性别或教育程度没有影响，但确实发现了用户年龄的影响，45岁以上的人比45岁以下的人更关心。我们还考虑了在聊天机器人中产生信任的因素。受访者的主要关注点是聊天机器人的技术元素，其中响应质量等因素被认为是最关键的因素。我们再次发现用户的性别或教育水平没有影响;然而，当我们考虑一些社会因素（例如化身或感知的“友好度”）时，我们发现45岁以下的人比45岁以上的人更重要。本文最后讨论了这些结果的背景下，设计包容性，数字系统，支持广泛的用户。
Through advances in their conversational abilities, chatbots have started to request and process an increasing variety of sensitive personal information. The accurate disclosure of sensitive information is essential where it is used to provide advice and support to users in the healthcare and finance sectors. In this study, we explore users’ concerns regarding factors associated with the use of sensitive data by chatbot providers. We surveyed a representative sample of 491 British citizens. Our results show that the user concerns focus on deleting personal information and concerns about their data’s inappropriate use. We also identified that individuals were concerned about losing control over their data after a conversation with conversational agents. We found no effect from a user’s gender or education but did find an effect from the user’s age, with those over 45 being more concerned than those under 45. We also considered the factors that engender trust in a chatbot. Our respondents’ primary focus was on the chatbot’s technical elements, with factors such as the response quality being identified as the most critical factor. We again found no effect from the user’s gender or education level; however, when we considered some social factors (e.g. avatars or perceived ‘friendliness’), we found those under 45 years old rated these as more important than those over 45. The paper concludes with a discussion of these results within the context of designing inclusive, digital systems that support a wide range of users.