I'm Sorry, Dave, I'm Afraid I Can't Do That: Chatbot Perception and Expectations

Abstract

Artificial intelligence continues to grow in popularity on mobile platforms, increasing exposure to chatbot apps. Chatbot technology has evolved over time, yet the purpose and added value that chatbots offer has not been clearly defined. In order to design a chatbot that provides a meaningful experience, we must first understand what expectations people have for this technology, and what opportunities are there for chatbots based on user needs. This study includes qualitative data from 54 participants in the US and India, sharing their expectations and experiences with a chatbot. The research objectives include:1) understand user perception and expectations of chatbots 2) surface preferences for input modality and 3) identify domains where chatbots can add meaningful purpose.