research-article

Chatbot-based Emotion Management for Distributed Teams: A Participatory Design Study

Authors:

Michael Thomas Knierim,

Alexander MaedcheAuthors Info & Claims

Proceedings of the ACM on Human-Computer Interaction, Volume 4, Issue CSCW2

Article No.: 118, Pages 1 - 30

https://doi.org/10.1145/3415189

Published: 15 October 2020 Publication History

Abstract

Fueled by the pervasion of tools like Slack or Microsoft Teams, the usage of text-based communication in distributed teams has grown massively in organizations. This brings distributed teams many advantages, however, a critical shortcoming in these setups is the decreased ability of perceiving, understanding and regulating emotions. This is problematic because better team members? abilities of emotion management positively impact team-level outcomes like team cohesion and team performance, while poor abilities diminish communication flow and well-being. Leveraging chatbot technology in distributed teams has been recognized as a promising approach to reintroduce and improve upon these abilities. In this article we present three chatbot designs for emotion management for distributed teams. In order to develop these designs, we conducted three participatory design workshops which resulted in 153 sketches. Subsequently, we evaluated the designs following an exploratory evaluation with 27 participants. Results show general stimulating effects on emotion awareness and communication efficiency. Further, they report emotion regulation and increased compromise facilitation through social and interactive design features, but also perceived threats like loss of control. With some design features adversely impacting emotion management, we highlight design implications and discuss chatbot design recommendations for enhancing emotion management in teams.

References

[1]

Sandeep Avula, Gordon Chadwick, Jaime Arguello, and Robert Capra. 2018. Searchbots: User engagement with chatbots during collaborative search. In CHIIR 2018 - Proceedings of the 2018 Conference on Human Information Interaction and Retrieval, Vol. 2018-March. 52--61. https://doi.org/10.1145/3176349.3176380

Digital Library

[2]

Murray R. Barrick and Michael K. Mount. 2009. Select on conscientiousness and emotional stability. In Handbook of Principles of Organizational Behavior. 19--39. https://doi.org/10.1002/9781119206422.ch6

[3]

Sigal G. Barsade. 2002. The ripple effect: Emotional contagion and its influence on group behavior. Administrative Science Quarterly, Vol. 47, 4 (2002). https://doi.org/10.2307/3094912

[4]

Pernille Bjørn and Ojelanki Ngwenyama. 2009. Virtual team collaboration: Building shared meaning, resolving breakdowns and creating translucence. Information Systems Journal, Vol. 19, 3 (2009), 227--253. https://doi.org/10.1111/j.1365--2575.2007.00281.x

[5]

Marc A. Brackett, Susan E. Rivers, Sara Shiffman, Nicole Lerner, and Peter Salovey. 2006. Relating emotional abilities to social functioning: A comparison of self-report and performance measures of emotional intelligence. Journal of Personality and Social Psychology, Vol. 91, 4 (2006), 780--795. https://doi.org/10.1037/0022--3514.91.4.780

[6]

Virginia Braun and Victoria Clarke. 2006. Using thematic analysis in psychology. Qualitative Research in Psychology, Vol. 3, 2 (2006), 77--101. https://doi.org/10.1191/1478088706qp063oa

[7]

Erik Brynjolfsson, Daniel Rock, John Horton, Adam Ozimek, Garima Sharma, and Hong Yi Tu Ye. 2020. COVID-19 and Remote Work : An Early Look at US Data (No. w27344). National Bureau of Economic Research. (2020), 1--16.

[8]

D. Buschek, A. De Luca, and F. Alt. 2015. There is more to typing than speed: Expressive mobile touch keyboards via dynamic font personalisation. In MobileHCI 2015 - Proceedings of the 17th International Conference on Human-Computer Interaction with Mobile Devices and Services. 125--130. https://doi.org/10.1145/2785830.2785844

[9]

Daniel Buschek, Mariam Hassib, and Florian Alt. 2018. Personal Mobile Messaging in Context: Chat Augmentations for Expressiveness and Awareness. ACM Transactions on Computer-Human Interaction, Vol. 25, 4 (2018), 1--33. https://doi.org/10.1145/3201404

Digital Library

[10]

Scott A. Cambo, Daniel Avrahami, and Matthew L. Lee. 2017. BreakSense: Combining physiological and location sensing to promote mobility during work-breaks. In Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems (CHI '17). 3595--3607. https://doi.org/10.1145/3025453.3026021

Digital Library

[11]

Abraham Carmeli. 2003. The relationship between emotional intelligence and work attitudes, behavior and outcomes: An examination among senior managers. Journal of Managerial Psychology, Vol. 18 (2003), 788--813. https://doi.org/10.1108/02683940310511881

[12]

Nicholas Clarke. 2010. Emotional intelligence abilities and their relationships with team processes. Team Performance Management: An International Journal, Vol. 16 (2010), 6--32. https://doi.org/10.1108/13527591011028906

[13]

Amy Collins, Sandra A. Lawrence, Ashlea C. Troth, and Peter J. Jordan. 2013. Group affective tone: A review and future research directions. Journal of Organizational Behavior, Vol. 34 (2013), 43--62. https://doi.org/10.1002/job

[14]

Edward Cutrell, Mary Czerwinski, and Eric Horvitz. 2001. Notification, Disruption, and Memory: Effects of Messaging Interruptions on Memory and Performance. Interact 1999 (2001), 263--269.

[15]

Mary Czerwinski, Edward Cutrell, and Eric Horvitz. 2000. Instant messaging: Effects of Relevance and Timing. People and computers XIV: Proceedings of HCI. Vol. 2. British Computer Society, 2000 (2000), 71--76. http://research.microsoft.com/en-us/um/people/marycz/hci2000.pdf

[16]

Mary Czerwinski, Edward Cutrell, and Eric Horvitz. 2002. Instant Messaging and Interruption: Influence of Task Type on Performance. Computer Fraud and Security, Vol. 2002, 11 (2002), 19--20. https://doi.org/10.1016/S1361--3723(02)01112-0

[17]

Leslie A. DeChurch and Jessica Mesmer-Magnus. 2010. The cognitive underpinnings of effective teamwork: a continuation. Journal of Applied Psychology, Vol. 22, 5 (2010), 507--519. https://doi.org/10.1108/CDI-08--2017-0140

[18]

Daantje Derks, Agneta H. Fischer, and Arjan E.R. Bos. 2008. The role of emotion in computer-mediated communication: A review. Computers in Human Behavior, Vol. 24, 3 (2008), 766--785. https://doi.org/10.1016/j.chb.2007.04.004

Digital Library

[19]

Designorate.com. 2019. Walt-Disney Ideation Method. https://www.designorate.com/disneys-creative-strategy/ Retrieved 2020-08-07 from

[20]

Jasper Feine, Ulrich Gnewuch, Stefan Morana, and Alexander Maedche. 2019. A Taxonomy of Social Cues for Conversational Agents. International Journal of Human-Computer Studies, Vol. 132, July (2019), 138--161. https://doi.org/10.1016/j.ijhcs.2019.07.009

Digital Library

[21]

Gamestorming.com. 2019. 6--8--5 Ideation Method. https://gamestorming.com/6--8--5s/ Retrieved 2020-08-07 from

[22]

Susanne Geister and Guido Hertel. 2015. Effects of Process Feedback on Motivation, Satisfaction, and Performance in Virtual Teams. Small Group Research, Vol. 37, 5 (2015), 459--489.

[23]

Tony Gillie and Donald Broadbent. 1989. What makes interruptions disruptive? A study of length, similarity, and complexity. Psychological Research, Vol. 50, 4 (1989), 243--250. https://doi.org/10.1007/BF00309260

[24]

Lucy L. Gilson, M. Travis Maynard, Nicole C. Jones Young, Matti Vartiainen, and Marko Hakonen. 2015. Virtual Teams Research: 10 Years, 10 Themes, and 10 Opportunities. Journal of Management, Vol. 41, 5 (2015), 1313--1337. https://doi.org/10.1177/0149206314559946

[25]

James J. Gross. 1998. The Emerging Field of Emotion Regulation: An Integrative Review. Review of General Psychology, Vol. 2, 3 (1998), 271--299.

[26]

Jay Hall and W.H. Watson. 1970. The effects of a normative intervention on group decision-making performance. Human Relations, Vol. 23, 4 (1970), 299--317.

[27]

Mariam Hassib, Daniel Buschek, Pawel W. Wozniak, and Florian Alt. 2017. HeartChat: Heart Rate Augmented Mobile Messaging to Support Empathy and Awareness. In Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems - CHI '17. 2239--2251. https://doi.org/10.1145/3025453.3025758

[28]

Jess Hohenstein and Malte Jung. 2018. AI-supported messaging: An investigation of human-human text conversation with AI support. In Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems, Vol. 2018-April. https://doi.org/10.1145/3170427.3188487

Digital Library

[29]

Sungsoo Hong, Minhyang Suh, Nathalie Henry Riche, Jooyoung Lee, Juho Kim, and Mark Zachry. 2018. Collaborative dynamic queries: Supporting distributed small group decision-making. Conference on Human Factors in Computing Systems - Proceedings, Vol. 2018-April (2018), 1--12. https://doi.org/10.1145/3173574.3173640

Digital Library

[30]

Capgemini Research Institute. 2018. Emotional intelligence -- the essential skillset for the age of AI. https://www.capgemini.com/research/emotional-intelligence/ Retrieved 2020-08-07 from

[31]

Dana L. Joseph and Daniel A. Newman. 2010. Emotional Intelligence: An Integrative Meta-Analysis and Cascading Model. Journal of Applied Psychology, Vol. 95, 1 (2010), 54--78. https://doi.org/10.1037/a0017286

[32]

Harmanpreet Kaur, Alex C Williams, Daniel Mcduff, Mary Czerwinski, Jaime Teevan, and Shamsi T Iqbal. 2020. Optimizing for Happiness and Productivity: Modeling Opportune Moments for Transitions and Breaks at Work. In Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems (CHI '20). 1--15.

Digital Library

[33]

Finn Kensing and Jeanette Blomberg. 1998. Participatory Design: Issues and Concerns. Computer Supported Cooperative Work, Vol. 6, 1--2 (1998), 167--185.

[34]

Finn Kensing and Andreas Munk-Madsen. 1993. PD: Structure In The Toolbox. Communication of the ACM, Vol. 36, 4 (1993).

Digital Library

[35]

Young Ji Kim, David Engel, Anita Williams Woolley, Jeffrey Yu Ting Lin, Naomi McArthur, and Thomas W. Malone. 2017. What makes a strong team? Using collective intelligence to predict team performance in League of Legends. In Proceedings of the 2017 ACM Conference on Computer Supported Cooperative Work and Social Computing. 2316--2329. https://doi.org/10.1145/2998181.2998185

[36]

Everlyne Kimani, Kael Rowan, Daniel McDuff, Mary Czerwinski, and Gloria Mark. 2019. A Conversational Agent in Support of Productivity and Wellbeing at Work. 2019 8th International Conference on Affective Computing and Intelligent Interaction, ACII 2019 (2019), 332--338. https://doi.org/10.1109/ACII.2019.8925488

[37]

Lorenz Cuno Klopfenstein, Saverio Delpriori, Silvia Malatini, and Alessandro Bogliolo. 2017. The rise of bots: A survey of conversational interfaces, patterns, and paradigms. In Proceedings of the 2017 Conference on Designing Interactive Systems. 555--565. https://doi.org/10.1145/3064663.3064672 arxiv: 1407.5225

Digital Library

[38]

Steve W. J. Kozlowski and Daniel R. Ilgen. 2006. Enhancing the Effectiveness of Work Groups and Teams. Psychological Science In The Public Interest, Vol. 105, 1 (2006), 39--40.

[39]

Ravi Kuber and Franklin P. Wright. 2013. Augmenting the Instant Messaging Experience Through the Use of Brain-Computer Interface and Gestural Technologies. International Journal of Human-Computer Interaction, Vol. 29, 3 (2013), 178--191. https://doi.org/10.1080/10447318.2012.702635

[40]

Jennifer Lerner. 2013. Emotions and Decision Making. Annual Review of Psychology, Vol. 53, 9 (2013), 1689--1699. arxiv: arXiv:1011.1669v3

[41]

Dahui Li, Patrick Chau, and Craig Van Slyke. 2010. A Comparative Study of Individual Acceptance of Instant Messaging in the US and China : A Structural Equation Modeling Approach. Communications of the Association for Information Systems, Vol. 26, 1 (2010).

[42]

Bin Lin, Alexey Zagalsky, Margaret Anne Storey, and Alexander Serebrenik. 2016. Why developers are slacking off: Understanding how software teams use slack. In Proceedings of the 19th ACM Conference on Computer Supported Cooperative Work and Social Computing Companion, Vol. 26-Februar. ACM Press, New York, New York, USA, 333--336. https://doi.org/10.1145/2818052.2869117

Digital Library

[43]

Miki Liu, Austin Wong, Ruhi Pudipeddi, Betty Hou, David Wang, and Gary Hsieh. 2018. ReactionBot: Exploring the effects of expression-triggered emoji in text messages. In Proceedings of the ACM on Human-Computer Interaction, CSCW, Vol. 2. 1--16. https://doi.org/10.1145/3274379

[44]

Ewa Luger and Abigail Sellen. 2016. 'Like Having a Really Bad PA': The Gulf between User Expectation and Experience of Conversational Agents. Proceedings of the 2016 CHI Conference on Human Factors in Computing Systems (2016), 5286--5297. https://doi.org/10.1145/2858036.2858288

Digital Library

[45]

Michelle A Marks, John E. Mathieu, and Stephen Zaccaro. 2001. A Temporally Based Framework and Taxonomy of Team Processes. Academy of Management Review, Vol. 26, 3 (2001), 356--376. https://doi.org/10.5465/AMR.2001.4845785

[46]

Gerald Matthews, Amanda K. Emo, Gregory Funke, Moshe Zeidner, Richard D. Roberts, Paul T. Costa, and Ralf Schulze. 2006. Emotional intelligence, personality, and task-induced stress. Journal of Experimental Psychology: Applied, Vol. 12, 2 (2006), 96--107. https://doi.org/10.1037/1076--898X.12.2.96

[47]

John D. Mayer, Richard D. Roberts, and Sigal G. Barsade. 2008. Human Abilities: Emotional Intelligence. Annual Review of Psychology, Vol. 59, 1 (2008), 507--536. https://doi.org/10.1146/annurev.psych.59.103006.093646

[48]

Philipp Mayring. 2014. Qualitative content analysis: theoretical foundation, basic procedures and software solution. Technical Report. https://doi.org/10.1016/S1479--3709(07)11003--7

[49]

Joseph E. McGrath. 1984. Groups: Interaction and Performance. Vol. 29. 469 pages. https://doi.org/10.2307/2393041

[50]

Joseph E. McGrath. 1991. Time, Interaction, and Performance (TIP): A Theory of Groups. Small Group Research, Vol. 22, 2 (1991), 147--174. https://doi.org/10.1177/1046496491222001

[51]

Microsoft. 2020 a. How remote work impacts collaboration: findings from our team. https://www.microsoft.com/en-us/microsoft-365/blog/2020/04/22/how-remote-work-impacts-collaboration-findings-team/ Retrieved 2020-08-07 from

[52]

Microsoft. 2020 b. Remote work trend report: meetings. https://www.microsoft.com/en-us/microsoft-365/blog/2020/04/09/remote-work-trend-report-meetings/ Retrieved 2020-08-07 from

[53]

Moï ra Mikolajczak, Sophie Brasseur, and Carole Fantini-Hauwel. 2014. Measuring intrapersonal and interpersonal EQ: The Short Profile of Emotional Competence (S-PEC). Personality and Individual Differences, Vol. 65 (2014), 42--46. https://doi.org/10.1016/j.paid.2014.01.023

[54]

Matthew K. Miller, John C. Tang, Gina Venolia, Gerard Wilkinson, and Kori Inkpen. 2017. Conversational chat circles: Being all here without having to hear it all. In Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems, Vol. 2017-May. 2394--2404. https://doi.org/10.1145/3025453.3025621

Digital Library

[55]

Clifford Nass and Youngme Moon. 2000. Machines and Mindlessness: Social Responses to Computers. Journal of Social Issues, Vol. 56, 1 (2000), 81--103. https://doi.org/10.1111/0022--4537.00153

[56]

Zhenhui Peng, Taewook Kim, and Xiaojuan Ma. 2019. GremoBot: Exploring emotion regulation in group chat. In Conference Companion Publication of the 2019 on Computer Supported Cooperative Work and Social Computing. 335--340. https://doi.org/10.1145/3311957.3359472

Digital Library

[57]

S. Perez-Soler, E. Guerra, and J. de Lara. 2018. Collaborative Modelling and Group Decision-Making using Chatbots within Social Networks. IEEE Software (2018). https://doi.org/10.1109/MS.2018.290101511

[58]

Virginia E Pitts, Natalie A Wright, and Lindsey C Harkabus. 2012. Communication in Virtual Teams : The Role of Emotional Intelligence. Journal of Organizational Psychology, Vol. 28, 1 (2012), 2046--2054. https://doi.org/10.1016/j.chb.2012.06.001

[59]

Martin Podlubny, John Rooksby, Mattias Rost, and Matthew Chalmers. 2017. Synchronous text messaging: A field trial of Curtains Messenger. In Proceedings of the ACM on Human-Computer Interaction, Vol. 1. 1--20. https://doi.org/10.1145/3134721

Digital Library

[60]

Soujanya Poria, Navonil Majumder, Rada Mihalcea, and Eduard Hovy. 2019. Emotion Recognition in Conversation: Research Challenges, Datasets, and Recent Advances. IEEE Access, Vol. 7 (2019), 100943--100953. https://doi.org/10.1109/access.2019.2929050

[61]

Anne Powell, Gabriele Piccoli, and Blake Ives. 2004. Virtual teams: A Review of Current Literature and Directions for Future Research. ACM SIGMIS Database, Vol. 35, 1 (2004), 6--36. https://doi.org/10.1145/968464.968467

Digital Library

[62]

Michael Pratt. 2009. From the editors: For the lack of a boilerplate: Tips on writing up (and reviewing) qualitative research. Academy of Management Journal, Vol. 52, 5 (2009), 856--862. https://doi.org/10.5465/AMJ.2009.44632557

[63]

Samiha Samrose, Ru Zhao, Jeffery White, Vivian Li, Luis Nova, Yichen Lu, Mohammad Rafayet Ali, and Mohammed Ehsan Hoque. 2018. CoCo: Collaboration Coach for Understanding Team Dynamics during Video Conferencing. In Proceedings of the ACM on Interactive, Mobile, Wearable and Ubiquitous Technologies, Vol. 1. 1--24. https://doi.org/10.1145/3161186

Digital Library

[64]

J. Alfredo Sá nchez, Norma P. Herná ndez, Julio C. Penagos, and Yulia Ostró vskaya. 2006. Conveying mood and emotion in instant messaging by using a two-dimensional model for affective states. In Proceedings of VII Brazilian symposium on Human factors in computing systems - IHC '06. 66. https://doi.org/10.1145/1298023.1298033

[65]

Elizabeth B.-N. Sanders and Pieter Jan Stappers. 2008. Co-creation and the new landscapes of design. CoDesign, Vol. 4, 1 (2008), 5--18. https://doi.org/10.1080/15710880701875068

[66]

Joseph Seering, Michal Luria, Geoff Kaufman, and Jessica Hammer. 2019. Beyond dyadic interactions: Considering chatbots as community members. In Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems. https://doi.org/10.1145/3290605.3300680

Digital Library

[67]

A. Tat and M. S.T. Carpendale. 2002. Visualising human dialog. In Proceedings Sixth International Conference on Information Visualisation. IEEE, 16--21. https://doi.org/10.1109/IV.2002.1028751

[68]

David R. Thomas. 2006. A General Inductive Approach for Analyzing Qualitative Evaluation Data. American Journal of Evaluation, Vol. 27, 2 (2006), 237--246. https://doi.org/10.1177/1098214005283748

[69]

Carlos Toxtli, André s Monroy-Herná ndez, and Justin Cranshaw. 2018. Understanding chatbot-mediated task management. In Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, Vol. 2018-April. https://doi.org/10.1145/3173574.3173632

Digital Library

[70]

Ashlea C. Troth, Peter J. Jordan, Sandra A. Lawrence, and Herman H. M. Tse. 2012. A multilevel model of emotional skills, communication performance, and task performance in teams. Journal of Organizational Behavior, Vol. 33, 5 (2012), 700--722. https://doi.org/10.1002/job.785

[71]

Ralf A.L.F. van Griethuijsen, Michiel W. van Eijck, Helen Haste, Perry J. den Brok, Nigel C. Skinner, Nasser Mansour, Ayse Savran Gencer, and Saouma BouJaoude. 2015. Global patterns in students' views of science and interest in science. Research in Science Education, Vol. 45, 4 (2015), 581--603. https://doi.org/10.1007/s11165-014--9438--6

[72]

Joseph Weizenbaum. 1966. ELIZA--a computer program for the study of natural language communication between man and machine. Commun. ACM, Vol. 9, 1 (1966), 36--45. https://doi.org/10.1145/365153.365168

Digital Library

[73]

Alex C. Williams, Harmanpreet Kaur, Gloria Mark, Anne Loomis Thompson, Shamsi T. Iqbal, and Jaime Teevan. 2018. Supporting workplace detachment and reattachment with conversational intelligence. Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems, Vol. 2018-April (2018), 1--13. https://doi.org/10.1145/3173574.3173662

Digital Library

[74]

J Wilson and C Herná ndez-Hall. 2014. Physics laboratory experiments. In Eighth International AAAI Conference on Weblogs and Social Media. 18. https://doi.org/10.1210/en.2011--1066

[75]

Ziang Xiao, Michelle X. Zhou, Q. Vera Liao, Gloria Mark, Changyan Chi, Wenxi Chen, and Huahai Yang. 2019. Tell Me About Yourself: Using an AI-Powered Chatbot to Conduct Conversational Surveys. ACM Trans. Comput.-Hum. Interaction, Vol. 1, 1 (2019). arxiv: 1905.10700 http://arxiv.org/abs/1905.10700

[76]

Svetlana Yarosh, Panos Markopoulos, and Gregory D. Abowd. 2014. Towards a questionnaire for measuring affective benefits and costs of communication technologies. In Proceedings of the 17th ACM conference on Computer Supported Cooperative Work and Social Computing. 84--96. https://doi.org/10.1145/2531602.2531634

[77]

Ilze Zigurs and Kenneth A. Kozar. 2006. An Exploratory Study of Roles in Computer-Supported Groups. MIS Quarterly, Vol. 18, 3 (2006), 277. https://doi.org/10.2307/249619

Digital Library

Cited By

Blunden HBrodsky A(2024)A Review of Virtual Impression Management Behaviors and OutcomesJournal of Management10.1177/01492063231225160Online publication date: 14-Mar-2024
https://doi.org/10.1177/01492063231225160
Chin HZhunis ACha M(2024)Behaviors and Perceptions of Human-Chatbot Interactions Based on Top Active Users of a Commercial Social ChatbotProceedings of the ACM on Human-Computer Interaction10.1145/36870228:CSCW2(1-28)Online publication date: 8-Nov-2024
https://dl.acm.org/doi/10.1145/3687022
G SS AP MM M(2024)AI Powered Assistance for MS Teams using azure AI bot services and bot framework2024 2nd International Conference on Networking and Communications (ICNWC)10.1109/ICNWC60771.2024.10537345(1-5)Online publication date: 2-Apr-2024
https://doi.org/10.1109/ICNWC60771.2024.10537345
Show More Cited By

Index Terms

Chatbot-based Emotion Management for Distributed Teams: A Participatory Design Study
1. Human-centered computing

Recommendations

Emojifying chatbot interactions: An exploration of emoji utilization in human-chatbot communications
Highlights
- Emojis increase chatbots' service satisfaction, mediated by warmth perception. This effect is weaker for chatbots than humans.
- The study contributes a nuanced understanding of the CASA paradigm regarding inconsistencies in social ...
Abstract
The prevalence of chatbots in human–computer communication has significantly increased. Emojis, as a form of emotional disclosure, have gained significant attention for their potential to boost chatbot service satisfaction. However, how and when ...
Chatbot with Touch and Graphics: An Interaction of Users for Emotional Expression and Turn-taking
CUI '20: Proceedings of the 2nd Conference on Conversational User Interfaces

Use of chatbots for emotional exchange is recently increasing in various domains. However, as existing chatbots have been considered in terms of natural language processing techniques for interaction with text-based chatting, chatbot interaction with ...
A Funny Thing Happened! The Management of Consumer Emotions in Service Encounters

This paper examines the interplay between emotions expressed by patients and their families consumers and those expressed and recruited by physicians service providers in the pediatric department of a subspecialty medical setting. Detailed observations ...

Comments

Please enable JavaScript to view thecomments powered by Disqus.

Information & Contributors

Information

Published In

cover image Proceedings of the ACM on Human-Computer Interaction

Proceedings of the ACM on Human-Computer Interaction Volume 4, Issue CSCW2

CSCW

October 2020

2310 pages

EISSN:2573-0142

DOI:10.1145/3430143

Editor:
Jeff Nichols
Apple Inc.

Issue’s Table of Contents

Copyright © 2020 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

Publisher

Association for Computing Machinery

New York, NY, United States

Publication History

Published: 15 October 2020

Published in PACMHCI Volume 4, Issue CSCW2

Permissions

Request permissions for this article.

Request Permissions

Check for updates

Author Tags

Qualifiers

Research-article

Contributors

Other Metrics

View Article Metrics

Bibliometrics & Citations

Bibliometrics

Article Metrics

30
Total Citations
View Citations
1,769
Total Downloads

Downloads (Last 12 months)518
Downloads (Last 6 weeks)64

Reflects downloads up to 16 Nov 2024

Other Metrics

View Author Metrics

Citations

Cited By

Blunden HBrodsky A(2024)A Review of Virtual Impression Management Behaviors and OutcomesJournal of Management10.1177/01492063231225160Online publication date: 14-Mar-2024
https://doi.org/10.1177/01492063231225160
Chin HZhunis ACha M(2024)Behaviors and Perceptions of Human-Chatbot Interactions Based on Top Active Users of a Commercial Social ChatbotProceedings of the ACM on Human-Computer Interaction10.1145/36870228:CSCW2(1-28)Online publication date: 8-Nov-2024
https://dl.acm.org/doi/10.1145/3687022
G SS AP MM M(2024)AI Powered Assistance for MS Teams using azure AI bot services and bot framework2024 2nd International Conference on Networking and Communications (ICNWC)10.1109/ICNWC60771.2024.10537345(1-5)Online publication date: 2-Apr-2024
https://doi.org/10.1109/ICNWC60771.2024.10537345
Ullah MMahbub MHakim MSultana YAlam I(2024)Disha: A Bilingual Humanoid Virtual Assistant2024 6th International Conference on Electrical Engineering and Information & Communication Technology (ICEEICT)10.1109/ICEEICT62016.2024.10534321(457-462)Online publication date: 2-May-2024
https://doi.org/10.1109/ICEEICT62016.2024.10534321
Yeon JLee DPark I(2024)Augmenting Online Teamwork Dynamics: Investigating the Effects of a Generative AI Chatbot on Perceived Assistance and the Assessment of Team MembersInternational Journal of Human–Computer Interaction10.1080/10447318.2024.2400406(1-13)Online publication date: 16-Sep-2024
https://doi.org/10.1080/10447318.2024.2400406
Zou WYang QDiFranzo DChen MHui WBazarova N(2024)Social Media Co-pilot: Designing a chatbot with teens and educators to combat cyberbullyingInternational Journal of Child-Computer Interaction10.1016/j.ijcci.2024.10068041(100680)Online publication date: Sep-2024
https://doi.org/10.1016/j.ijcci.2024.100680
Pan ZPan HZhang J(2024)The application of graphic language personalized emotion in graphic designHeliyon10.1016/j.heliyon.2024.e3018010:9(e30180)Online publication date: May-2024
https://doi.org/10.1016/j.heliyon.2024.e30180
Leite Filho JColeti TMorandini M(2024)Evaluating chatbot user experience (UX) through electroencephalography measures: A systematic literature reviewComputers in Human Behavior Reports10.1016/j.chbr.2024.10038113(100381)Online publication date: Mar-2024
https://doi.org/10.1016/j.chbr.2024.100381
Almutairi SKhan SKuhail MTaj I(2023)Chatbot Design Challenges and the Effect on User BehaviorTrends, Applications, and Challenges of Chatbot Technology10.4018/978-1-6684-6234-8.ch002(24-35)Online publication date: 24-Feb-2023
https://doi.org/10.4018/978-1-6684-6234-8.ch002
De Souza AMariano PGuerino GChaves AValentim N(2023)Technologies for Hedonic Aspects Evaluation in Text-based Chatbots: A Systematic Mapping StudyProceedings of the XXII Brazilian Symposium on Human Factors in Computing Systems10.1145/3638067.3638089(1-11)Online publication date: 16-Oct-2023
https://dl.acm.org/doi/10.1145/3638067.3638089
Show More Cited By

View Options

Login options

Check if you have access through your login credentials or your institution to get full access on this article.

Full Access

Get this Article

View options

PDF

View or Download as a PDF file.

eReader

View online with eReader.

Media

Figures

Other

Tables

View Issue’s Table of Contents