All Work and No Play? Conversations with a Question-and-Answer Chatbot in the Wild
Q. Vera Liao, Muhammed Mas-ud Hussain, Praveen Chandar, Matthew Davis, Yasaman Khazaeni, Marco Patricio Crasso, Dakuo Wang, Michael Muller, N. Sadat Shami, Werner Geyer

CHI '18: ACM CHI Conference on Human Factors in Computing Systems
Session: Design for Emotion and Anticipation

Abstract
Many conversational agents (CAs) are developed to answer users' questions in a specialized domain. In everyday use of CAs, user experience may extend beyond satisfying information needs to the enjoyment of conversations with CAs, some of which represent playful interactions. By studying a field deployment of a Human Resource chatbot, we report on users' interest areas in conversational interactions to inform the development of CAs. Through the lens of statistical modeling, we also highlight rich signals in conversational interactions for inferring user satisfaction with the instrumental usage and playful interactions with the agent. These signals can be utilized to develop agents that adapt functionality and interaction styles. By contrasting these signals, we shed light on the varying functions of conversational interactions. We discuss design implications for CAs, and directions for developing adaptive agents based on users' conversational behaviors.

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Recorded at the ACM CHI Conference on Human Factors in Computing Systems in Montréal, Canada April 21-26, 2018

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