Chatbots

chatbot applications suggest that conversational user interfaces still face substantial challenges, generally speaking, as well as for the field of human-computer interaction (HCI). Chatbots imply not only a change in the interface between users and technology; they also imply changing user dynamics and patterns of use. We have previously outlined the potential implications and opportunities that chatbots hold for the field of HCI [1]. In this article, we dig into what we see as a key challenge with chatbots from a user-centered perspective. Chatbots have been around for decades. However, the real buzz around this technology did not start until the spring of 2016. Reasons for the sudden renewed interest in chatbots include massive advances in artificial intelligence (AI) and a major usage shift from online social networks to mobile-messaging applications such as Facebook Messenger, Telegram, Slack, Kik, and Viber. The first of these reasons holds promise that intelligent chatbots may well be within reach. The second concerns service providers’ need to reach users in the context of mobile messaging. However, C Insights → Chatbot initiatives often aim for poor use cases, ignoring user needs and user experiences. → The potential unpredictable variation in user input and what constitutes a valid chatbot response are big challenges for HCI. → The expansion in chatbot use is revealing new user needs and motivations. Chatbots: Changing User Needs and Motivations Petter Bae Brandtzaeg and Asbjørn Følstad, SINTEF, Norway