research-article

Here's What I Can Do: Chatbots' Strategies to Convey Their Features to Users

Authors:

Francisco A. M. Valério,

Tatiane G. Guimarães,

Raquel O. Prates,

Heloisa CandelloAuthors Info & Claims

IHC '17: Proceedings of the XVI Brazilian Symposium on Human Factors in Computing Systems

Article No.: 28, Pages 1 - 10

https://doi.org/10.1145/3160504.3160544

Published: 23 October 2017 Publication History

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.

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Cited By

Marjerison RDong HKim JZheng HZhang YKuan G(2025)Understanding User Acceptance of AI-Driven Chatbots in China’s E-Commerce: The Roles of Perceived Authenticity, Usefulness, and RiskSystems10.3390/systems1302007113:2(71)Online publication date: 21-Jan-2025
https://doi.org/10.3390/systems13020071
Peras D(2024)Chatbot User Experience: Design and EvaluationHCI International 2024 – Late Breaking Papers10.1007/978-3-031-76806-4_6(77-93)Online publication date: 17-Dec-2024
https://doi.org/10.1007/978-3-031-76806-4_6
da Silva Fernandes URodrigues Barbosa GAzevedo Chagas BJunqueira Barbosa GJunqueira Barbosa SOliveira Prates R(2023)Lessons Learned from Modeling the Interaction with Conversational AgentsInteraction Design and Architecture(s)10.55612/s-5002-055-007(139-173)Online publication date: 1-Feb-2023
https://doi.org/10.55612/s-5002-055-007
Show More Cited By

Index Terms

Here's What I Can Do: Chatbots' Strategies to Convey Their Features to Users
1. Human-centered computing

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cover image ACM Other conferences

IHC '17: Proceedings of the XVI Brazilian Symposium on Human Factors in Computing Systems

October 2017

622 pages

ISBN:9781450363778

DOI:10.1145/3160504

Conference Chairs:
Isabela Gasparini
UDESC
,
Lara S. G. Piccolo
The Open University
,
Program Chairs:
Luciana A. M. Zaina
UFSCar
,
Roberto Pereira
UFPR

Copyright © 2017 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 the author(s) 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].

In-Cooperation

UDESC: Santa Catarina State University
Springer
SBC: Sociedade Brasileira de Computação
ACM: Association for Computing Machinery
UFSCar: Federal University of São Carlos
CAPES: Coordenação de Aperfeiçoamento de Pessoal de Nível Superior
UFPR: Universidade Federal do Paraná
CNPq: Conselho Nacional de Desenvolvimento Cientifico e Tecn
CGIBR: Comite Gestor da Internet no Brazil
OU: The Open University

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 23 October 2017

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IHC 2017: Brazilian Symposium on Human Factors in Computing Systems

October 23 - 27, 2017

Joinville, Brazil

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IHC '17 Paper Acceptance Rate 66 of 184 submissions, 36%;

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Cited By

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https://doi.org/10.3390/systems13020071
Peras D(2024)Chatbot User Experience: Design and EvaluationHCI International 2024 – Late Breaking Papers10.1007/978-3-031-76806-4_6(77-93)Online publication date: 17-Dec-2024
https://doi.org/10.1007/978-3-031-76806-4_6
da Silva Fernandes URodrigues Barbosa GAzevedo Chagas BJunqueira Barbosa GJunqueira Barbosa SOliveira Prates R(2023)Lessons Learned from Modeling the Interaction with Conversational AgentsInteraction Design and Architecture(s)10.55612/s-5002-055-007(139-173)Online publication date: 1-Feb-2023
https://doi.org/10.55612/s-5002-055-007
Mehmet YBünyami KŞener BMücahit Ç(2023)Chatbot usability scale: Adaptation to turkish and validation/reliability analysisi-manager's Journal of Educational Technology10.26634/jet.20.1.1975820:1(11)Online publication date: 2023
https://doi.org/10.26634/jet.20.1.19758
Stadler PBawa V(2023)Fake it and Let Them Make it: Combining Wizard-of-Oz and Rapid Prototyping Tools for a Holistic Co-Design of Conversational User InterfacesProceedings of Mensch und Computer 202310.1145/3603555.3608549(482-486)Online publication date: 3-Sep-2023
https://dl.acm.org/doi/10.1145/3603555.3608549
Valtolina SMatamoros RMusiu EEpifania FVilla MBottoni PPanizzi E(2022)Extended UTAUT model to analyze the acceptance of virtual assistant’s recommendations using interactive visualisationsProceedings of the 2022 International Conference on Advanced Visual Interfaces10.1145/3531073.3531129(1-5)Online publication date: 6-Jun-2022
https://dl.acm.org/doi/10.1145/3531073.3531129
Baez MCutrupi CMatera MPossaghi IPucci ESpadone GCappiello CPasquale A(2022)Exploring challenges for Conversational Web Browsing with Blind and Visually Impaired UsersExtended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems10.1145/3491101.3519832(1-7)Online publication date: 27-Apr-2022
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Santos Gde Andrade GSilva GDuarte FCosta Jde Sousa R(2022)A Conversation-Driven Approach for Chatbot ManagementIEEE Access10.1109/ACCESS.2022.314332310(8474-8486)Online publication date: 2022
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van Hooijdonk CMartijn GLiebrecht C(2022)A Framework and Content Analysis of Social Cues in the Introductions of Customer Service ChatbotsChatbot Research and Design10.1007/978-3-031-25581-6_8(118-133)Online publication date: 22-Nov-2022
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Nordberg OGuribye F(2022)Interacting with the News Through Voice User InterfacesChatbot Research and Design10.1007/978-3-031-25581-6_2(18-33)Online publication date: 22-Nov-2022
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