Informing the Design of a News Chatbot

Research output: Chapters, Conference Papers, Creative and Literary WorksRGC 32 - Refereed conference paper (with host publication)peer-review

6 Scopus Citations
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Author(s)

Detail(s)

Original languageEnglish
Title of host publicationIVA '21: Proceedings of the 21st ACM International Conference on Intelligent Virtual Agents
Place of PublicationNew York, NY
PublisherAssociation for Computing Machinery, Inc
Pages224-231
ISBN (print)9781450386197
Publication statusPublished - 2021
Externally publishedYes

Publication series

NameProceedings of the ACM International Conference on Intelligent Virtual Agents, IVA

Conference

Title21st ACM International Conference on Intelligent Virtual Agents (IVA 2021)
LocationVirtual
PlaceJapan
Period14 - 17 September 2021

Abstract

Chatbots use conversational interfaces to simulate human communication and recently have been applied to different domains due to advancing techniques of natural language understanding and generation. In particular, in the domain of digital journalism, chatbots provide a new channel for audiences to engage with news. However, most chatbots operated by news organizations have so far failed to achieve business growth. In this paper, we have conducted a qualitative user study to better understand users' attitudes towards news chatbots. Specifically, 15 participants were asked to interact with several news chatbots implemented on Facebook Messenger by large international news organizations (e.g., ABC News, NBC News, and BBC News), by issuing a set of 22 sample questions covering various search and recommendation goals related to COVID-19. Then the participants expressed their expectations of news chatbots and the advantages/disadvantages perceived in using them. From these findings, we derive several design guidelines on effectiveness, informativeness, efficiency, humanization, and facility, suggesting developments to news chatbots that may better serve users' needs. © 2021 ACM.

Research Area(s)

  • conversational agents, design guidelines, News chatbots, qualitative user study

Citation Format(s)

Informing the Design of a News Chatbot. / Zhang, Zhirun; Zhang, Xinzhi; Chen, Li.
IVA '21: Proceedings of the 21st ACM International Conference on Intelligent Virtual Agents. New York, NY: Association for Computing Machinery, Inc, 2021. p. 224-231 (Proceedings of the ACM International Conference on Intelligent Virtual Agents, IVA).

Research output: Chapters, Conference Papers, Creative and Literary WorksRGC 32 - Refereed conference paper (with host publication)peer-review