聊天机器人
人气
计算机科学
人机交互
对话系统
数据科学
心理学
万维网
社会心理学
对话框
作者
Ana Paula Chaves,Marco A. Gerosa
标识
DOI:10.1080/10447318.2020.1841438
摘要
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.
科研通智能强力驱动
Strongly Powered by AbleSci AI