10 Questions
What percentage of interactions with conversational agents are considered abusive?
10-50%
Why do people often raise their voices when speaking to a bot at a call center?
To get a human representative more quickly
What is the term for the branch of science and design devoted to the promotion of pleasurable human-technology interaction?
Hedonomics
Why do people assume virtual assistants have more abilities than they actually do?
Because they are able to communicate in human-like ways
What is the phenomenon where a design that is similar, but not identical, to a human being causes a very negative response?
The Uncanny Valley
What does an article in the Harvard Business Review suggest that yelling at technology represents?
Poor leadership
What does research suggest about the effect of venting on emotions?
It rehearses emotions
What is the main reason why people are mean to virtual assistants?
The question is still being researched and debated
What is the term for the people who design and create the user experience of conversational agents?
UX Designers
What does the article suggest is the ethical responsibility of designers when it comes to accommodating or not accommodating abusive behavior towards virtual assistants?
To understand and address the root cause of the behavior
Study Notes
Ethical Implications of Chatbot User Experience
- Humans tend to yell or say mean things to robots or virtual assistants, which can be considered abusive behavior.
- 10-50% of interactions with conversational agents (CAs) are abusive, according to Dr. Sheryl Brahnam.
Understanding Abusive Behavior
- One reason people are mean to virtual assistants is that they think that yelling or being abusive can get them to a human representative more quickly.
- Artificial intelligence may be crossing into the Uncanny Valley, where a design that is similar but not identical to a human being causes a negative response.
Consequences of Abusive Behavior
- Abusing a virtual assistant can reflect back on our character and may represent poor leadership.
- Venting anger on an inanimate object may not reduce emotion, but rather rehearse it.
Ethical Responsibility of Designers
- Designers have an ethical responsibility to accommodate or not tolerate abusive behavior towards virtual assistants.
- To address this problem, we need to understand why people are mean to virtual assistants.
This quiz explores the ethical implications of chatbots and their user experience. It delves into the human behavior of yelling at robots and the consequences of mistaking humans for chatbots.
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