Francisco A. M. Valério
Raquel O. Prates
ABSTRACT
Chatbots have been around since the 1960's, but recently they have risen in popularity especially due to new compatibility with social networks and messenger applications. Chatbots are different from traditional user interfaces, for they unveil themselves to the user one sentence at a time. Because of that, users may struggle to interact with them and to understand what they can do. Hence, it is important to support designers in deciding how to convey chatbots' features to users, as this might determine whether the user continues to chat or not. As a first step in this direction, in this paper our goal is to analyze the communicative strategies that have been used by popular chatbots to convey their features to users. To perform this analysis we use the Semiotic Inspection Method (SIM). As a result we identify and discuss the different strategies used by the analyzed chatbots to present their features to users. We also discuss the challenges and limitations of using SIM on such interfaces.
- Luis F. H. Bento, Raquel O. Prates, and Luiz Chaimowicz. 2009. Using Semiotic Inspection Method to Evaluate a Human-Robot Interface. In 2009 Latin American Web Congress. IEEE, New York, NY, USA, 77--84. Google Scholar
Digital Library
- Daniel G. Bobrow. 1964. Natural Language Input for a Computer Problem Solving System. Technical Report. Massachusetts Institute of Technology, Cambridge, MA, USA. Google Scholar
- Heloisa Candello and Claudio Pinhanez. 2016. Designing Conversational Interfaces. In Simpósio Brasileiro sobre Fatores Humanos em Sistemas Computacionais - IHC 2016 (15 ed.). Vol. Parte C - Livro dos Tutoriais. Sociedade Brasileira de Computação - SBC, Porto Alegre, RS, Brazil.Google Scholar
- Heloisa Candello, Claudio Pinhanez, and Flavio Figueiredo. 2017. Typefaces and the Perception of Humanness in Natural Language Chatbots. In Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems (CHI '17). ACM, New York, NY, USA, 3476--3487. Google ScholarDigital Library
- Luiz P. D. Corrêa, Flávio R. S. Coutinho, Raquel O. Prates, and Luiz Chaimowicz. 2012. Uso Do MIS Para Avaliar Signos Sonoros: Quando Um Problema De Comunicabilidade Se Torna Um Problema De Acessibilidade. In Proceedings of the 11th Brazilian Symposium on Human Factors in Computing Systems (IHC '12). Brazilian Computer Society, Porto Alegre, RS, Brazil, 47--56. http://dl.acm.org/citation.cfm?id=2393536.2393543 Google ScholarDigital Library
- Soraia de S. Reis and Raquel O. Prates. 2011. Applicability of the Semiotic Inspection Method: A Systematic Literature Review. In Proceedings of the 10th Brazilian Symposium on Human Factors in Computing Systems and the 5th Latin American Conference on Human-Computer Interaction (IHC+CLIHC '11). Brazilian Computer Society, Porto Alegre, RS, Brazil, 177--186. http://dl.acm.org/citation.cfm?id=2254436.2254468 Google ScholarDigital Library
- Clarisse S. de Souza. 2005. The Semiotic Engineering of Human-computer Interaction. MIT Press.Google Scholar
- Clarisse S. de Souza, Carla F. Leitão, Raquel O. Prates, and Elton J. da Silva. 2006. The Semiotic Inspection Method. In Proceedings of VII Brazilian Symposium on Human Factors in Computing Systems (IHC '06). ACM, New York, NY, USA, 148--157. Google ScholarDigital Library
- Clarisse S. de Souza and Carla F. Leitão. 2009. Semiotic Engineering Methods for Scientific Research in HCI. Morgan & Claypool, San Rafael, CA, USA. 1--122 pages. Google ScholarDigital Library
- Clarisse S. de Souza, Carla F. Leitão, Raquel O. Prates, Sílvia A. Bim, and Elton J. da Silva. 2010. Can inspection methods generate valid new knowledge in HCI? The case of semiotic inspection. International Journal of Human-Computer Studies 68, 1-2 (Jan. 2010), 22--40. Google ScholarDigital Library
- Jiepu Jiang, Ahmed H. Awadallah, Rosie Jones, Umut Ozertem, Imed Zitouni, Ranjitha G. Kulkarni, and Omar Z. Khan. 2015. Automatic Online Evaluation of Intelligent Assistants. In Proceedings of the 24th International Conference on World Wide Web (WWW '15). ACM, New York, NY, USA, 506--516. Google ScholarDigital Library
- Michael McTear, Zoraida Callejas, and David Griol. 2016. Evaluating the Conversational Interface. In The Conversational Interface. Springer International Publishing, 379--402.Google Scholar
- Nicole M. Radziwill and Morgan C. Benton. 2017. Evaluating Quality of Chatbots and Intelligent Conversational Agents. arXiv:1704.04579 {cs} (April 2017). http://arxiv.org/abs/1704.04579Google Scholar
- Francisco A. M. Valério, Tatiane G. Guimarães, and Raquel O. Prates. 2016. Strategies for Encouraging Sharing in Social Networks for Professionals. In Proceedings of the 15th Brazilian Symposium on Human Factors in Computer Systems (IHC '16). ACM, New York, NY, USA, 54:1--54:4. Google ScholarDigital Library
- Marilyn A. Walker, Diane J. Litman, Candace A. Kamm, and Alicia Abella. 1997. PARADISE: A Framework for Evaluating Spoken Dialogue Agents. In Proceedings of the Eighth Conference on European Chapter of the Association for Computational Linguistics (EACL '97). Association for Computational Linguistics, Stroudsburg, PA, USA, 271--280. Google ScholarDigital Library
- Joseph Weizenbaum. 1966. ELIZA --- A Computer Program for the Study of Natural Language Communication Between Man and Machine. Commun. ACM 9, 1 (Jan. 1966), 36--45. Google ScholarDigital Library
Index Terms
- Here's What I Can Do: Chatbots' Strategies to Convey Their Features to Users
Recommendations
Comparing users' perception of different chatbot interaction paradigms: a case study
IHC '20: Proceedings of the 19th Brazilian Symposium on Human Factors in Computing SystemsIn this work, we used the results of applying the Semiotic Inspection Method (SIM) to popular chatbots[12, 13], which yielded eleven strategies for conveying features to users, as well as six sign classes used for designing their interaction. We ...
Evaluating and Informing the Design of Chatbots
DIS '18: Proceedings of the 2018 Designing Interactive Systems ConferenceText messaging-based conversational agents (CAs), popularly called chatbots, received significant attention in the last two years. However, chatbots are still in their nascent stage: They have a low penetration rate as 84% of the Internet users have not ...
Communication and Personality: how COVID-19 government chatbots express themselves
IHC '21: Proceedings of the XX Brazilian Symposium on Human Factors in Computing SystemsWith the COVID-19 pandemic, governments have used applications to help citizens to be informed about the disease. Some applications use chatbots, which despite the advances, still represent challenges for researchers and designers in the domain of human-...
Comments