The Influence of Interactional Style on Affective Acceptance in Human-Chatbot Interaction – A Literature Review
Dobrowsky, David; Aunimo, Lili; Janous, Gerald; Pezenka, Ilona; Weber, Teresa (2021)
Dobrowsky, David
Aunimo, Lili
Janous, Gerald
Pezenka, Ilona
Weber, Teresa
Haaga-Helia ammattikorkeakoulu
2021
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2023042037806
https://urn.fi/URN:NBN:fi-fe2023042037806
Tiivistelmä
This literature review analyses studies that examine human-chatbot interaction and how the interactional style of the chatbot affects the users’ acceptance. The reviewed studies are classified by their thematic and methodological approach. Five major clusters were identified: (1) studies analysing the interrelation between interactional style of chatbots and the affective acceptance by the users; (2) studies examining the effects of interaction style on user experience and system satisfaction; (3) studies exploring how to generate trust in interaction with chatbots; (4) studies investigating user compliance to requests posed by AI-based chatbots; and finally (5) studies that examine cultural differences in technology acceptance in general. This literature review shows that studies on human-chatbot interaction and especially studies on the affective aspects of human-chatbot interaction are relatively scant. The analysis of research methods used in the studies shows that all research settings included a questionnaire. Other methods, such as biometric measurements, sentiment analysis of the conversation text, user compliance or qualitative interviews were used in several studies, but with a varying frequency.