Chatbots Language Design: The Influence of Language Variation on User Experience with Tourist Assistant Chatbots

Research output: Contribution to journalArticlepeer-review

3 Scopus citations

Abstract

Chatbots are often designed to mimic social roles attributed to humans. However, little is known about the impact of using language that fails to conform to the associated social role. Our research draws on sociolinguistic to investigate how a chatbot's language choices can adhere to the expected social role the agent performs within a context. We seek to understand whether chatbots design should account for linguistic register. This research analyzes how register differences play a role in shaping the user's perception of the human-chatbot interaction. We produced parallel corpora of conversations in the tourism domain with similar content and varying register characteristics and evaluated users' preferences of chatbot's linguistic choices in terms of appropriateness, credibility, and user experience. Our results show that register characteristics are strong predictors of user's preferences, which points to the needs of designing chatbots with register-appropriate language to improve acceptance and users' perceptions of chatbot interactions.

Original languageEnglish (US)
Article number13
JournalACM Transactions on Computer-Human Interaction
Volume29
Issue number2
DOIs
StatePublished - Apr 2022

Keywords

  • Chatbots
  • conversational agents
  • language design
  • register
  • user perceptions

ASJC Scopus subject areas

  • Human-Computer Interaction

Fingerprint

Dive into the research topics of 'Chatbots Language Design: The Influence of Language Variation on User Experience with Tourist Assistant Chatbots'. Together they form a unique fingerprint.

Cite this