Abstract

With the development of natural language processing (NLP), open-domain chatbots can operate as companions. The success of open-domain chatbots depends on understanding how positive and negative expectancy violations affect both utilitarian and hedonic gratification, which in turn influences user satisfaction and continued use. Therefore, this study examines how violations of expectations influence the hedonic and utilitarian evaluations of open-domain chatbots using the expectancy-violation theory. Participants (n = 204) interacted with an improvising AI chatbot and reported their satisfaction. Results indicated that both hedonic and utilitarian satisfaction were higher when negative expectations were met compared to when expectations were violated. However, no significant difference was found in hedonic gratification between the chatbot’s expected performance and positively unexpected performance …

Date

October 21, 2024

Authors

Joo-Wha Hong, Katrin Fischer, Donggyu Kim, Hyundong Justin Cho, Yuan Sun

Journal

International Journal of Human–Computer Interaction

Pages

1-12

Publisher

Taylor & Francis