research-article

Once a Kind Friend is Now a Thing: Understanding How Conversational Agents at Home are Forgotten

Authors:

Kun-Pyo LeeAuthors Info & Claims

DIS '19: Proceedings of the 2019 on Designing Interactive Systems Conference

Pages 1557 - 1569

https://doi.org/10.1145/3322276.3322332

Published: 18 June 2019 Publication History

Abstract

The number of households using stand-alone conversational agents is rapidly increasing. However, recent research revealed that in some of these households, use of agents decreases over time, and we know little about why. Therefore, we aim to understand how people utilize such devices in their daily lives and to explore the associated obstacles or difficulties. We conducted a long-term (12-week) user study in which we followed eight households, examining their use of Amazon Echo at home. From a series of diaries, surveys, and interviews with eight first-time users, we identified how their experiences changed over time and how conversational agents lose their presence at home. We found that voice interface, physical form, and at-home installation affect users' perceptions and expectations of smart speakers. Based on these findings, we discuss challenges and design opportunities for future at-home conversational agents.

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Cited By

Rheu MDai YMeng JPeng W(2024)When a Chatbot Disappoints You: Expectancy Violation in Human-Chatbot Interaction in a Social Support ContextCommunication Research10.1177/00936502231221669Online publication date: 25-Jan-2024
https://doi.org/10.1177/00936502231221669
Chang YHan SLee HLee SKim WChoi JMcCracken CSong J(2024)Understanding Instant Social Control of Shared Devices in Public Spaces: A Field TrialProceedings of the ACM on Interactive, Mobile, Wearable and Ubiquitous Technologies10.1145/36785928:3(1-33)Online publication date: 9-Sep-2024
https://dl.acm.org/doi/10.1145/3678592
Wong NJeong SReddy MStamatis CLattie EJacobs M(2024)Voice Assistants for Mental Health Services: Designing Dialogues with Homebound Older AdultsProceedings of the 2024 ACM Designing Interactive Systems Conference10.1145/3643834.3661536(844-858)Online publication date: 1-Jul-2024
https://dl.acm.org/doi/10.1145/3643834.3661536
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Index Terms

Once a Kind Friend is Now a Thing: Understanding How Conversational Agents at Home are Forgotten
1. Human-centered computing
  1. Human computer interaction (HCI)
    1. HCI design and evaluation methods
      1. User studies
    2. Interaction paradigms
      1. Natural language interfaces

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cover image ACM Conferences

DIS '19: Proceedings of the 2019 on Designing Interactive Systems Conference

June 2019

1628 pages

ISBN:9781450358507

DOI:10.1145/3322276

General Chairs:
Steve Harrison
Virginia Tech, USA
,
Shaowen Bardzell
Indiana University, USA
,
Program Chairs:
Carman Neustaedter
Simon Fraser University, Canada
,
Deborah Tatar
Virginia Tech, USA

Copyright © 2019 ACM.

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Published: 18 June 2019

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DIS '19: Designing Interactive Systems Conference 2019

June 23 - 28, 2019

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Cited By

Rheu MDai YMeng JPeng W(2024)When a Chatbot Disappoints You: Expectancy Violation in Human-Chatbot Interaction in a Social Support ContextCommunication Research10.1177/00936502231221669Online publication date: 25-Jan-2024
https://doi.org/10.1177/00936502231221669
Chang YHan SLee HLee SKim WChoi JMcCracken CSong J(2024)Understanding Instant Social Control of Shared Devices in Public Spaces: A Field TrialProceedings of the ACM on Interactive, Mobile, Wearable and Ubiquitous Technologies10.1145/36785928:3(1-33)Online publication date: 9-Sep-2024
https://dl.acm.org/doi/10.1145/3678592
Wong NJeong SReddy MStamatis CLattie EJacobs M(2024)Voice Assistants for Mental Health Services: Designing Dialogues with Homebound Older AdultsProceedings of the 2024 ACM Designing Interactive Systems Conference10.1145/3643834.3661536(844-858)Online publication date: 1-Jul-2024
https://dl.acm.org/doi/10.1145/3643834.3661536
Desai SDubiel MLeiva L(2024)Examining Humanness as a Metaphor to Design Voice User InterfacesProceedings of the 6th ACM Conference on Conversational User Interfaces10.1145/3640794.3665535(1-15)Online publication date: 8-Jul-2024
https://dl.acm.org/doi/10.1145/3640794.3665535
Desai SWei CSin JDubiel MZargham NAhire SPorcheron MKuzminykh ALee MCandello HFischer JMunteanu CCowan B(2024)CUI@CHI 2024: Building Trust in CUIs—From Design to DeploymentExtended Abstracts of the CHI Conference on Human Factors in Computing Systems10.1145/3613905.3636287(1-7)Online publication date: 11-May-2024
https://dl.acm.org/doi/10.1145/3613905.3636287
Wenzel KKaufman G(2024)Designing for Harm Reduction: Communication Repair for Multicultural Users' Voice InteractionsProceedings of the 2024 CHI Conference on Human Factors in Computing Systems10.1145/3613904.3642900(1-17)Online publication date: 11-May-2024
https://dl.acm.org/doi/10.1145/3613904.3642900
Hennekeuser DVaziri DGolchinfar DStevens G(2024)What I Don’t Like about You?: A Systematic Review of Impeding Aspects for the Usage of Conversational AgentsInteracting with Computers10.1093/iwc/iwae01836:5(293-312)Online publication date: 31-May-2024
https://doi.org/10.1093/iwc/iwae018
Esau-Held MKrauß VEssing B(2024)Digitale GestaltungVerbraucherinformatik10.1007/978-3-662-68706-2_6(261-300)Online publication date: 25-Mar-2024
https://doi.org/10.1007/978-3-662-68706-2_6
Purps CHettmann WZylowski TSautchuk-Patrício NHepperle DWölfel M(2024)Exploring Perception and Preference in Public Human-Agent Interaction: Virtual Human Vs. Social RobotArtsIT, Interactivity and Game Creation10.1007/978-3-031-55312-7_25(342-358)Online publication date: 21-Mar-2024
https://doi.org/10.1007/978-3-031-55312-7_25
Wienrich CCarolus AMarkus AAugustin YPfister JHotho A(2023)Long-Term Effects of Perceived Friendship with Intelligent Voice Assistants on Usage Behavior, User Experience, and Social PerceptionsComputers10.3390/computers1204007712:4(77)Online publication date: 13-Apr-2023
https://doi.org/10.3390/computers12040077
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