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Different Chatbots for Different Purposes: Towards a Typology of Chatbots to Understand Interaction Design

Different Chatbots for Different Purposes: Towards a Typology of Chatbots to Understand Interaction Design

Category
Part of a book/report
Abstract
Chatbots are emerging as interactive systems. However, we lack knowledge on how to classify chatbots and how such classification can be brought to bear in analysis of chatbot interaction design. In this workshop paper, we propose a typology of chatbots to support such classification and analysis. The typology dimensions address key characteristics that differentiate current chatbots: the duration of the user's relation with the chatbot (short-term and long-term), and the locus of control for user's interaction with the chatbot (user-driven and chatbot-driven). To explore the usefulness of the typology, we present four example chatbot purposes for which the typology may support analysis of high-level chatbot interaction design. Furthermore, we analyse a sample of 57 chatbots according to the typology dimensions. The relevance and application of the typology for developers and service providers are discussed.
Client
  • Norges forskningsråd / 270940
Language
English
Affiliation
  • SINTEF Digital / Software and Service Innovation
  • University of Oslo
Year
2019
Published in
Lecture Notes in Computer Science
ISSN
0302-9743
Publisher
Springer
Book
Internet Science. INSCI 2018 International Workshops, St. Petersburg, Russia, October 24–26, 2018, Revised Selected Papers.
Booklet
11551
ISBN
978-3-030-17704-1
Page(s)
145 - 156