Details
| Original language | English |
|---|---|
| Article number | 107043 |
| Journal | Computers in human behavior |
| Volume | 127 |
| Early online date | 5 Oct 2021 |
| Publication status | Published - Feb 2022 |
Abstract
Users interact with chatbots for various purposes and motivations – and for different periods of time. However, since chatbots are considered social actors and given that time is an essential component of social interactions, the question arises as to how chatbots need to be designed depending on whether they aim to help individuals achieve short-, medium- or long-term goals. Following a taxonomy development approach, we compile 22 empirically and conceptually grounded design dimensions contingent on chatbots’ temporal profiles. Based upon the classification and analysis of 120 chatbots therein, we abstract three time-dependent chatbot design archetypes: Ad-hoc Supporters, Temporary Assistants, and Persistent Companions. While the taxonomy serves as a blueprint for chatbot researchers and designers developing and evaluating chatbots in general, our archetypes also offer practitioners and academics alike a shared understanding and naming convention to study and design chatbots with different temporal profiles.
Keywords
- Archetypes, Chatbots, Conversational agents, Taxonomy, Temporal profile, Time-dependent design
ASJC Scopus subject areas
- Arts and Humanities(all)
- Arts and Humanities (miscellaneous)
- Computer Science(all)
- Human-Computer Interaction
- Psychology(all)
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In: Computers in human behavior, Vol. 127, 107043, 02.2022.
Research output: Contribution to journal › Article › Research › peer review
}
TY - JOUR
T1 - See you soon again, chatbot? A design taxonomy to characterize user-chatbot relationships with different time horizons
AU - Nißen, Marcia
AU - Selimi, Driton
AU - Janssen, Antje
AU - Cardona, Davinia Rodríguez
AU - Breitner, Michael H.
AU - Kowatsch, Tobias
AU - von Wangenheim, Florian
N1 - Funding Information: The authors declare the following financial interests/personal relationships which may be considered as potential competing interests: MN, TK, and FW are affiliated with the Centre for Digital Health Interventions ( www.c4dhi.org ), a joint initiative of the Department of Management, Technology, and Economics at ETH Zurich and the Institute of Technology Management at the University of St. Gallen, which is funded in part by the Swiss health insurance CSS insurance. However, CSS had no role in any part of the study design, data analysis or interpretation, nor in writing, reviewing or approving the manuscript for publication. TK is also cofounder of Pathmate Technologies, a university spin-off company that creates and delivers digital clinical pathways. Portions of this work were done as part of DS's master's thesis as a student at the University of St.Gallen. He is now working for UBS Switzerland which was not involved in any part of this work.
PY - 2022/2
Y1 - 2022/2
N2 - Users interact with chatbots for various purposes and motivations – and for different periods of time. However, since chatbots are considered social actors and given that time is an essential component of social interactions, the question arises as to how chatbots need to be designed depending on whether they aim to help individuals achieve short-, medium- or long-term goals. Following a taxonomy development approach, we compile 22 empirically and conceptually grounded design dimensions contingent on chatbots’ temporal profiles. Based upon the classification and analysis of 120 chatbots therein, we abstract three time-dependent chatbot design archetypes: Ad-hoc Supporters, Temporary Assistants, and Persistent Companions. While the taxonomy serves as a blueprint for chatbot researchers and designers developing and evaluating chatbots in general, our archetypes also offer practitioners and academics alike a shared understanding and naming convention to study and design chatbots with different temporal profiles.
AB - Users interact with chatbots for various purposes and motivations – and for different periods of time. However, since chatbots are considered social actors and given that time is an essential component of social interactions, the question arises as to how chatbots need to be designed depending on whether they aim to help individuals achieve short-, medium- or long-term goals. Following a taxonomy development approach, we compile 22 empirically and conceptually grounded design dimensions contingent on chatbots’ temporal profiles. Based upon the classification and analysis of 120 chatbots therein, we abstract three time-dependent chatbot design archetypes: Ad-hoc Supporters, Temporary Assistants, and Persistent Companions. While the taxonomy serves as a blueprint for chatbot researchers and designers developing and evaluating chatbots in general, our archetypes also offer practitioners and academics alike a shared understanding and naming convention to study and design chatbots with different temporal profiles.
KW - Archetypes
KW - Chatbots
KW - Conversational agents
KW - Taxonomy
KW - Temporal profile
KW - Time-dependent design
UR - http://www.scopus.com/inward/record.url?scp=85117404602&partnerID=8YFLogxK
U2 - 10.1016/j.chb.2021.107043
DO - 10.1016/j.chb.2021.107043
M3 - Article
AN - SCOPUS:85117404602
VL - 127
JO - Computers in human behavior
JF - Computers in human behavior
SN - 0747-5632
M1 - 107043
ER -