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Designing Chatbots for Crises: A Case Study Contrasting Potential and Reality

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Proceedings of the 32nd International BCS Human Computer Interaction Conference (HCI)

Human Computer Interaction Conference

4 - 6 July 2018

Chatbot, Community Resilience, Crises, Citizen Engagement, First-time Users, Human-computer interaction

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      Abstract

      Chatbots are becoming ubiquitous technologies, and their popularity and adoption are rapidly spreading. The potential of chatbots in engaging people with digital services is fully recognised. However, the reputation of this technology with regards to usefulness and real impact remains rather questionable. Studies that evaluate how people perceive and utilise chatbots are generally lacking. During the last Kenyan elections, we deployed a chatbot on Facebook Messenger to help people submit reports of violence and misconduct experienced in the polling stations. Even though the chatbot was visited by more than 3,000 times, there was a clear mismatch between the users’ perception of the technology and its design. In this paper, we analyse the user interactions and content generated through this application, and discuss the challenges and directions for designing more effective chatbots.

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      Most cited references 12

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      Chatbots and the new world of HCI

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        The return of the chatbots

         ROBERT DALE (2016)
        By all accounts, 2016 is the year of the chatbot. Some commentators take the view that chatbot technology will be so disruptive that it will eliminate the need for websites and apps. But chatbots have a long history. So what's new, and what's different this time? And is there an opportunity here to improve how our industry does technology transfer?
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          Social cues in animated conversational agents

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            Author and article information

            Affiliations
            [1 ] The Open University

            Milton Keynes, UK
            [2 ] Ushahidi

            Nairobi, Kenya
            Contributors
            Conference
            July 2018
            July 2018
            : 1-10
            10.14236/ewic/HCI2018.56
            © Piccolo et al. Published by BCS Learning and Development Ltd. Proceedings of British HCI 2018. Belfast, UK.

            This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

            Proceedings of the 32nd International BCS Human Computer Interaction Conference
            HCI
            32
            Belfast, UK
            4 - 6 July 2018
            Electronic Workshops in Computing (eWiC)
            Human Computer Interaction Conference
            Product
            Product Information: 1477-9358 BCS Learning & Development
            Self URI (journal page): https://ewic.bcs.org/
            Categories
            Electronic Workshops in Computing

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