A Review of the Empirical Literature on Conversational Agents and Future Research Directions

Item Type Conference or Workshop Item (Paper)
Abstract The knowledge base related to user interaction with conversational agents (CAs) has grown dramatically but remains segregated. In this paper, we conduct a systematic literature review to investigate user interaction with CAs. We examined 107 papers published in outlets related to IS and HCI research. Then, we coded for design elements and user interaction outcomes, and isolated 7 significant determinants of these outcomes, as well as 42 themes with inconsistent evidence, providing grounds for future research. Building upon the insights from the analysis, we propose a research agenda to guide future research surrounding user interaction with CAs. Ultimately, we aim to contribute to the body of knowledge of IS and HCI in general and user interaction with CA in particular by indicating how developed a research field is regarding the number and content of the respective contributions. Furthermore, practitioners benefit from a structured overview related to CA design effects.
Authors Zierau, Naim; Elshan, Edona; Visini, Camillo & Janson, Andreas
Research Team IWI6
Journal or Publication Title International Conference on Information Systems (ICIS)
Language English
Keywords Conversational Agent, Human-Computer Interaction, Literature Review Research Agenda
Subjects information management
HSG Classification contribution to scientific community
Date 2020
Event Title International Conference on Information Systems (ICIS)
Event Location Hyderabad, India
Event Dates 13.12.2020-16.12.2020
Depositing User Dr. Mahei Li
Date Deposited 28 Sep 2020 00:58
Last Modified 20 Jul 2022 17:43
URI: https://www.alexandria.unisg.ch/publications/261081

Download

[img] Text
JML_784.pdf

Download (874kB)

Citation

Zierau, Naim; Elshan, Edona; Visini, Camillo & Janson, Andreas: A Review of the Empirical Literature on Conversational Agents and Future Research Directions. 2020. - International Conference on Information Systems (ICIS). - Hyderabad, India.

Statistics

https://www.alexandria.unisg.ch/id/eprint/261081
Edit item Edit item
Feedback?