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Revealing Chatbot Humanization Impact Factors

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Human-Computer Interaction (HCII 2023)

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 14013))

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Abstract

Chatbots are software that simulates human conversational tasks. They are used for various purposes, including customer service and therapeutic conversations. A challenge encountered in developing chatbots is making them more humanized. This demands differentiating conversations of conversational agents from conversations between human agents. This article defines humanization impact factors as characteristics that strongly influence users’ perception of humanity about chatbots, analyzing in-depth such impact factors on chatbots’ humanization. We identify, analyze and compile established impact factors from literature studies and contribute with an organized selection of impact factors. Our investigation provides a starting point for identifying relevant impact factors for the humanization evaluation of chatbots. Based on this compilation of impact factors, we evaluate a set of available chatbots on the market to understand which and how the impact factors are manifested on them. We found that our analysis based on the impact factors is relevant to evaluate different types of existing chatbots.

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Acknowledgments

We thank the partnership between the University of Campinas and the CI &T company and its financial support.

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Authors and Affiliations

  1. Institute of Computing, University of Campinas, Campinas, SP, Brazil

    Paula Jeniffer dos Santos Viriato, Rafael Roque de Souza, Leandro Aparecido Villas & Julio Cesar dos Reis

  2. Nucleus of Informatics Applied to Education, University of Campinas, Campinas, SP, Brazil

    Julio Cesar dos Reis

Authors
  1. Paula Jeniffer dos Santos Viriato
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  2. Rafael Roque de Souza
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  3. Leandro Aparecido Villas
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  4. Julio Cesar dos Reis
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Corresponding author

Correspondence to Paula Jeniffer dos Santos Viriato .

Editor information

Editors and Affiliations

  1. The Open University of Japan, Chiba, Japan

    Masaaki Kurosu

  2. Hosei University, Tokyo, Japan

    Ayako Hashizume

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© 2023 The Author(s), under exclusive license to Springer Nature Switzerland AG

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dos Santos Viriato, P.J., Roque de Souza, R., Villas, L.A., dos Reis, J.C. (2023). Revealing Chatbot Humanization Impact Factors. In: Kurosu, M., Hashizume, A. (eds) Human-Computer Interaction. HCII 2023. Lecture Notes in Computer Science, vol 14013. Springer, Cham. https://doi.org/10.1007/978-3-031-35602-5_22

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  • DOI: https://doi.org/10.1007/978-3-031-35602-5_22

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-35601-8

  • Online ISBN: 978-3-031-35602-5

  • eBook Packages: Computer ScienceComputer Science (R0)

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