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 language | English |
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Title of host publication | International Conference on Information Systems, ICIS 2020 - Making Digital Inclusive |
Subtitle of host publication | Blending the Local and the Global |
Publisher | Association for Information Systems |
ISBN (Electronic) | 9781733632553 |
Publication status | Published - 2020 |
Event | 2020 International Conference on Information Systems - Making Digital Inclusive: Blending the Local and the Global, ICIS 2020 - Virtual, Online, India Duration: 13 Dec 2020 → 16 Dec 2020 |
Publication series
Name | International Conference on Information Systems, ICIS 2020 - Making Digital Inclusive: Blending the Local and the Global |
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Conference
Conference | 2020 International Conference on Information Systems - Making Digital Inclusive: Blending the Local and the Global, ICIS 2020 |
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Country/Territory | India |
City | Virtual, Online |
Period | 13/12/20 → 16/12/20 |
Bibliographical note
Publisher Copyright:© ICIS 2020. All rights reserved.
Keywords
- Conversational agent
- Human-Computer Interaction
- Literature review
- Research agenda