Use cases for conversational agents: An interview-based study

Laumer S, Gubler FT, Racheva A, Maier C (2019)

Publication Language: English

Publication Type: Conference contribution, Conference Contribution

Publication year: 2019

Conference Proceedings Title: Proceedings of the 2019 Americas Conference on Information Systems

Event location: Cancun, Mexico MX

Abstract

This study explores use cases for conversational agents using an interview-based study with 50 individuals. We report an analysis that illustrates which conversational agents designs are perceived as useful or enjoyable by individuals and are therefore a predictor for adoption and diffusion of conversational agents in both private and professional contexts. The results of the interviews are classified into seven use case categories: Use of conversational agents for information retrieval, smart home control, goods and services, car and navigation, music and entertainment, work and office and other. However, the results also indicate that in order to improve perceived usefulness, conversational agents must improve and become “more intelligent”. Though, concerns such as privacy issues and transparency should be addressed by companies in order to ensure a sustainable development and diffusion. Hence, we conclude an agenda for research and designers of conversational agents to focus on use cases and conversational agents designs that provide the breeding ground for adoption and diffusion.

Authors with CRIS profile

Sven Laumer Schöller Endowed Chair for Information Systems (Digitalization in Business and Society)

Involved external institutions

Otto-Friedrich-Universität Bamberg DE Germany (DE)

How to cite

APA:

Laumer, S., Gubler, F.T., Racheva, A., & Maier, C. (2019). Use cases for conversational agents: An interview-based study. In Americas Conference on Information Systems (AMCIS) (Eds.), Proceedings of the 2019 Americas Conference on Information Systems. Cancun, Mexico, MX.

MLA:

Laumer, Sven, et al. "Use cases for conversational agents: An interview-based study." Proceedings of the Proceedings of the 2019 Americas Conference on Information Systems, Cancun, Mexico Ed. Americas Conference on Information Systems (AMCIS), 2019.

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