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Published in:
2013 | OriginalPaper | Chapter
‘Realness’ in Chatbots: Establishing Quantifiable Criteria
Authors : Kellie Morrissey, Jurek Kirakowski
Published in: Human-Computer Interaction. Interaction Modalities and Techniques
Publisher: Springer Berlin Heidelberg
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The aim of this research is to generate measurable evaluation criteria acceptable to chatbot users. Results of two studies are summarised. In the first, fourteen participants were asked to do a critical incident analysis of their transcriptions with an ELIZA-type chatbot. Results were content analysed, and yielded seven overall themes. In the second, these themes were made into statements of an attitude-like nature, and 20 participants chatted with five winning entrants in the 2011 Chatterbox Challenge and five which failed to place. Latent variable analysis reduced the themes to four, resulting in four subscales with strong reliability which discriminated well between the two categories of chatbots. Content analysis of freeform comments led to a proposal of four dimensions along which people judge the naturalness of a conversation with chatbots.