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

Journal
International Conference on Information Systems (ICIS)
Type
conference paper
Date Issued
2020
Author(s)
Zierau, Naim  
Elshan, Edona  
Visini, Camillo  
Janson, Andreas  
Research Team
IWI6
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.
Funding(s)
International Postdoctoral Fellowship (GFF-IPF)  
Language
English
Keywords
Conversational Agent
Human-Computer Interaction
Literature Review Research Agenda
HSG Classification
contribution to scientific community
Event Title
International Conference on Information Systems (ICIS)
Event Location
Hyderabad, India
Event Date
13.12.2020-16.12.2020
URL
https://www.alexandria.unisg.ch/handle/20.500.14171/113192
Subject(s)

information managemen...

Division(s)

ITEM - Institute of T...

IWI - Institute of In...

Eprints ID
261081
File(s)
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Thumbnail Image

open.access

Name

JML_784.pdf

Size

854.22 KB

Format

Adobe PDF

Checksum (MD5)

ee06d2647555b9a56081e9faacd455f1

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