Once a kind friend is now a thing: Understanding how conversational agents at home are forgotten

Minji Cho, Sang Su Lee, Kun Pyo Lee

Research output: Chapter in book / Conference proceedingConference article published in proceeding or bookAcademic researchpeer-review

Abstract

The number of households using stand-alone conversational agents is rapidly increasing. However, recent research revealed that in some of these households, use of agents decreases over time, and we know little about why. Therefore, we aim to understand how people utilize such devices in their daily lives and to explore the associated obstacles or difficulties. We conducted a long-term (12-week) user study in which we followed eight households, examining their use of Amazon Echo at home. From a series of diaries, surveys, and interviews with eight first-time users, we identified how their experiences changed over time and how conversational agents lose their presence at home. We found that voice interface, physical form, and at-home installation affect users' perceptions and expectations of smart speakers. Based on these findings, we discuss challenges and design opportunities for future at-home conversational agents.

Original languageEnglish
Title of host publicationDIS 2019 - Proceedings of the 2019 ACM Designing Interactive Systems Conference
PublisherAssociation for Computing Machinery, Inc
Pages1557-1569
Number of pages13
ISBN (Electronic)9781450358507
DOIs
Publication statusPublished - 18 Jun 2019
Event2019 ACM Conference on Designing Interactive Systems, DIS 2019 - San Diego, United States
Duration: 23 Jun 201928 Jun 2019

Publication series

NameDIS 2019 - Proceedings of the 2019 ACM Designing Interactive Systems Conference

Conference

Conference2019 ACM Conference on Designing Interactive Systems, DIS 2019
Country/TerritoryUnited States
CitySan Diego
Period23/06/1928/06/19

Keywords

  • Amazon Echo
  • Conversational agents
  • User experience

ASJC Scopus subject areas

  • Computer Networks and Communications
  • Human-Computer Interaction

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