Publication year
2021Publisher
New York, NY : Association for Computing Machinery (ACM)
ISBN
9781450383677
In
Masthoff, J.; Herder, E.; Tintarev, N. (ed.), UMAP '21: Adjunct Proceedings of the 29th ACM Conference on User Modeling, Adaptation and Personalization, pp. 382-387Annotation
UMAP '21: 29th ACM Conference on User Modeling, Adaptation and Personalization Utrecht (Utrecht, Netherlands, 21-25 June 2021)
Publication type
Article in monograph or in proceedings

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Editor(s)
Masthoff, J.
Herder, E.
Tintarev, N.
Tkalcic, M.
Organization
SW OZ BSI CW
Languages used
English (eng)
Book title
Masthoff, J.; Herder, E.; Tintarev, N. (ed.), UMAP '21: Adjunct Proceedings of the 29th ACM Conference on User Modeling, Adaptation and Personalization
Page start
p. 382
Page end
p. 387
Subject
Communication and MediaAbstract
Interacting with chatbots has become ubiquitous nowadays. Nevertheless, conversational agents often remain unable to reliably succeed in social contexts, which negatively influences users' experience and prevents them from exploiting the technology's full potential. To improve user experience and subsequent trust-formation in chatbots only very little attention has been paid to the active involvement of the user and with that to customization options. Employing a preregistered experimental 1x2 between-subjects study design (N = 171) this study explores an alternative approach to the typical one-chatbot-fits-all solution and investigates the potential of active user-based chatbot customization for the development of trust in chatbots. While customization had no direct effect on trust, anthropomorphism was identified as a significant mediator. The chatbot's interpersonal communicational competence was not affected by customization, yet it did predict trust. Exploratory analyses of participants’ feedback point towards the importance of individual differences between users and generally show a positive impact of customization on the overall chatbot experience.
This item appears in the following Collection(s)
- Academic publications [227613]
- Faculty of Social Sciences [28417]
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