Help! Is my Chatbot Falling into the Uncanny Valley? : An Empirical Study of User Experience in Human-Chatbot Interaction
Skjuve, M., Haugstveit, I. M., Følstad, A. & Brandtzaeg, P. B. (2019). Help! Is my Chatbot Falling into the Uncanny Valley? : An Empirical Study of User Experience in Human-Chatbot Interaction. Human Technology, 15 (1), 30–54. doi:10.17011/ht/urn.201902201607
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Human TechnologyDate
2019Copyright
© 2019 Marita Skjuve, Ida Maria Haugstveit, Asbjørn Følstad, & Petter Bae Brandtzaeg,
and the Open Science Centre, University of Jyväskylä
Advances in artificial intelligence strengthen chatbots’ ability to resemble
human conversational agents. For some application areas, it may be tempting not to be
transparent regarding a conversational agent’s nature as chatbot or human. However, the
uncanny valley theory suggests that such lack in transparency may cause uneasy feelings
in the user. In this study, we combined quantitative and qualitative methods to investigate
this issue. First, we used a 2 x 2 experimental research design (n = 28) to investigate
effects of lack in transparency on the perceived pleasantness of the conversation in
addition to perceived human likeness and affinity for the conversational agent. Second, we
conducted an exploratory analysis of qualitative participant reports on these
conversations. We did not find that a lack in transparency negatively affected user
experience, but we identified three factors important to participants’ assessments. The
findings are of theoretical and practical significance and motivate future research.
...


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