How should my chatbot interact? A survey on human-chatbot interaction design
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The growing popularity of chatbots has brought new needs for HCI since it has changed the patterns of human interactions with computers. The conversational aspect of the interaction increases the necessity for chatbots to present social behaviors that are habitual in human-human conversations. In this survey, we argue that chatbots should be enriched with social characteristics that are coherent with users' expectations, ultimately avoiding frustration and dissatisfaction. We bring together the literature on disembodied, text-based chatbots to derive a conceptual model of social characteristics for chatbots. We analyzed 58 papers from various domains to understand how social characteristics can benefit the interactions and identify the challenges and strategies to designing them. Additionally, we discussed how characteristics may influence one another. Our results provide relevant opportunities to both researchers and designers to advance human-chatbot interactions.
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