A review of the empirical literature on conversational agents and future research directions

Naim Zierau, Edona Elshan, Camillo Visini, Andreas Janson

Research output: Chapter in Book / Report / Conference proceedingConference contributionAcademicpeer-review

Abstract

The knowledge base related to user interaction with conversational agents (CAs) has grown dramatically but remains segregated. In this paper, we conduct a systematic literature review to investigate user interaction with CAs. We examined 107 papers published in outlets related to IS and HCI research. Then, we coded for design elements and user interaction outcomes, and isolated 7 significant determinants of these outcomes, as well as 42 themes with inconsistent evidence, providing grounds for future research. Building upon the insights from the analysis, we propose a research agenda to guide future research surrounding user interaction with CAs. Ultimately, we aim to contribute to the body of knowledge of IS and HCI in general and user interaction with CA in particular by indicating how developed a research field is regarding the number and content of the respective contributions. Furthermore, practitioners benefit from a structured overview related to CA design effects.

Original languageEnglish
Title of host publicationInternational Conference on Information Systems, ICIS 2020 - Making Digital Inclusive
Subtitle of host publicationBlending the Local and the Global
PublisherAssociation for Information Systems
ISBN (Electronic)9781733632553
Publication statusPublished - 2020
Event2020 International Conference on Information Systems - Making Digital Inclusive: Blending the Local and the Global, ICIS 2020 - Virtual, Online, India
Duration: 13 Dec 202016 Dec 2020

Publication series

NameInternational Conference on Information Systems, ICIS 2020 - Making Digital Inclusive: Blending the Local and the Global

Conference

Conference2020 International Conference on Information Systems - Making Digital Inclusive: Blending the Local and the Global, ICIS 2020
Country/TerritoryIndia
CityVirtual, Online
Period13/12/2016/12/20

Bibliographical note

Publisher Copyright:
© ICIS 2020. All rights reserved.

Keywords

  • Conversational agent
  • Human-Computer Interaction
  • Literature review
  • Research agenda

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