For chatbots to be broadly adopted by users, it is critical that they are experienced as useful and pleasurable. While there is an emerging body of research concerning user uptake and use of chatbots, there is a lack of theoretically grounded studies detailing what constitutes good or poor chatbot u...

Companies are increasingly using chatbots to provide customer service. Despite this trend, little in-depth research has been conducted on user experience and user motivation for this important application area of conversational interfaces. To close this research gap, we interviewed 24 users of two c...