ABSTRACT
Chatbots are emerging as an increasingly important area for the HCI community, as they provide a novel means for users to interact with service providers. Due to their conversational character, chatbots are potentially effective tools for engaging with customers, and are often developed with commercial interests at the core. However, chatbots also represent opportunities for positive social impact. Chatbots can make needed services more accessible, available, and affordable. They can strengthen users' autonomy, competence, and (possibly counter-intuitively) social relatedness. In this SIG we address the possible social benefits of chatbots and conversational user interfaces. We will bring together the existing, but disparate, community of researchers and practitioners within the CHI community and broader fields who have an interest in chatbots. We aim to discuss the potential for chatbots to move beyond their assumed role as channels for commercial service providers, explore how they may be used for social good, and how the HCI community may contribute to realize this.
- Joseph Weizenbaum. 1966. ELIZA-a computer program for the study of natural language communication between man and machine. Communications of the ACM 9, 1: 36--45. Google ScholarDigital Library
- Oriol Vinyals, Quoc Le. 2015. A neural conversational model. arXiv preprint, arXiv:1506.05869.Google Scholar
- Robert Dale. 2016. The return of the chatbots. Natural Language Engineering 22, 5: 811--817.Google ScholarCross Ref
- Anbang Xu, Zhe Liu, Yufan Guo, Vibha Sinha, Rama Akkiraju. 2017. A New Chatbot for Customer Service on Social Media. In Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems, 3506--3510. Google ScholarDigital Library
- Ewa Luger, Abigail Sellen. 2016. Like having a really bad PA: the gulf between user expectation and experience of conversational agents. In Proceedings of the 2016 CHI Conference on Human Factors in Computing Systems, 5286--5297. Google ScholarDigital Library
- Farhad Manjoo. 2017. How 2017 Became a Turning Point for Tech Giants. New York Times, https://www.nytimes.com/2017/12/13/technology/ tech-companies-social-responsibility.htmlGoogle Scholar
- Edward L. Deci, Richard M. Ryan. 1991. A motivational approach to self: Integration in personality. In Perspectives on Motivation. University of Nebraska Press, Lincoln, NE, 237--288Google Scholar
- Harry T. Reis, Kennon M. Sheldon, Shelly L. Gable, Joseph Roscoe, Richard M. Ryan (2000). Daily wellbeing: The role of autonomy, competence, and relatedness. Personality and social psychology bulletin, 26(4), 419--435.Google Scholar
- Robert D. Putnam. 2001. Bowling Alone: The Collapse and Revival of American Community. Simon and Schuster, New York, NY.Google Scholar
- Alessandro Bessi, Emilio Ferrara. 2016. Social bots distort the 2016 US Presidential election online discussion. First Monday 21, 11.Google ScholarCross Ref
Index Terms
SIG: Chatbots for Social Good
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 ...
Designing Chatbots for Guiding Online Peer Support Conversations for Adults with ADHD
Chatbot Research and DesignAbstractThis paper presents an exploratory study of how conversational interfaces can be used to facilitate peer support among adults with ADHD participating in an online self-help program. Peer support is an important feature of group therapy, but it is ...
Multi-Modal Repairs of Conversational Breakdowns in Task-Oriented Dialogs
UIST '20: Proceedings of the 33rd Annual ACM Symposium on User Interface Software and TechnologyA major problem in task-oriented conversational agents is the lack of support for the repair of conversational breakdowns. Prior studies have shown that current repair strategies for these kinds of errors are often ineffective due to: (1) the lack of ...
Comments