See you soon again, chatbot? A design taxonomy to characterize user-chatbot relationships with different time horizons
Journal
Computers in Human Behavior
ISSN
0747-5632
Type
journal article
Date Issued
2022-02-28
Author(s)
Nißen, Marcia Katharina
;
Selimi, Driton
;
Janssen, Antje
;
Rodríguez Cardona, Davinia
;
Breitner, Michael H.
;
;
von Wangenheim, Florian
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.
Language
English
Keywords
Conversational agents
Chatbots
Temporal profile
Time-dependent design
Taxonomy
Archetypes
HSG Classification
contribution to scientific community
HSG Profile Area
SoM - Business Innovation
Refereed
Yes
Publisher
Elsevier
Volume
127
Number
Feb 2022:10704
Official URL
Division(s)
Eprints ID
264579
File(s)![Thumbnail Image]()
Name
Nissen et al 2022 Chatbot Design Taxonomy.pdf
Size
4.78 MB
Format
Adobe PDF
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