abstract

The Use of Voice Input to Induce Human Communication with Banking Chatbots

Authors:

Songhyun Kim,

Junseok Goh,

Soojin JunAuthors Info & Claims

HRI '18: Companion of the 2018 ACM/IEEE International Conference on Human-Robot Interaction

Pages 151 - 152

https://doi.org/10.1145/3173386.3176970

Published: 01 March 2018 Publication History

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Abstract

The use of chatbots is more common in our everyday lives than ever before. However, few studies have been conducted comparing the differences between text- and voice-input modalities of chatbots in the banking industry. In this study, through empirical and survey-based research, users were shown to rate their relationships with the banking chatbot as more helpful and self-validating when they communicate with it by a voice-input modality than by a text-input modality.

References

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Abdul-Kader, S. A., & Woods, J. (2015). Survey on chatbot design techniques in speech conversation systems. Int. J. Adv. Comput. Sci. Appl.(IJACSA), 6(7).

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Cohen, P. R., & Oviatt, S. L. (1995). The role of voice input for human-machine communication. proceedings of the National Academy of Sciences, 92(22), 9921--9927.

Crossref

Google Scholar

[3]

Grigore, E. C., Pereira, A., Zhou, I., Wang, D., & Scassellati, B. (2016, September). Talk to Me: Verbal Communication Improves Perceptions of Friendship and Social Presence in Human-Robot Interaction. In International Conference on Intelligent Virtual Agents (pp. 51--63). Springer International Publishing.

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Cited By

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Prasad KXavier LJain SSubba RMittal SAnute N(2024)AI-Driven Chatbots for E-Commerce Customer Support2024 International Conference on Advances in Computing, Communication and Applied Informatics (ACCAI)10.1109/ACCAI61061.2024.10602261(1-5)Online publication date: 9-May-2024
https://doi.org/10.1109/ACCAI61061.2024.10602261
Ehtesham-Ul-Haque MD’Rozario JAdnin RUtshaw FTasneem FShefa IAl Islam A(2024)EmoBot: Artificial emotion generation through an emotional chatbot during general-purpose conversationsCognitive Systems Research10.1016/j.cogsys.2023.10116883(101168)Online publication date: Jan-2024
https://doi.org/10.1016/j.cogsys.2023.101168
Swathi MPathak PPillai SYadav V(2024)The Role of WhatsApp Bot and Generative AI in the Banking SectorInnovative Computing and Communications10.1007/978-981-97-4228-8_48(745-760)Online publication date: 2-Oct-2024
https://doi.org/10.1007/978-981-97-4228-8_48
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Index Terms

The Use of Voice Input to Induce Human Communication with Banking Chatbots
1. Applied computing
  1. Electronic commerce
    1. Online banking
2. Human-centered computing
  1. Human computer interaction (HCI)
  2. Ubiquitous and mobile computing
    1. Ubiquitous and mobile devices
      1. Personal digital assistants

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Information & Contributors

Information

Published In

HRI '18: Companion of the 2018 ACM/IEEE International Conference on Human-Robot Interaction

March 2018

431 pages

ISBN:9781450356152

DOI:10.1145/3173386

General Chairs:
Takayuki Kanda
ATR, Japan
,
Selma Ŝabanović
Indiana University Bloomington, USA
,
Program Chairs:
Guy Hoffman
Cornell University, USA
,
Adriana Tapus
ENSTA-ParisTech, France

Permission to make digital or hard copies of part or all of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for third-party components of this work must be honored. For all other uses, contact the Owner/Author.

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 01 March 2018

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Conference

HRI '18

Sponsor:

SIGAI
SIGCHI
IEEE-RAS

HRI '18: ACM/IEEE International Conference on Human-Robot Interaction

March 5 - 8, 2018

IL, Chicago, USA

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HRI '18 Paper Acceptance Rate 49 of 206 submissions, 24%;

Overall Acceptance Rate 192 of 519 submissions, 37%

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Cited By

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Prasad KXavier LJain SSubba RMittal SAnute N(2024)AI-Driven Chatbots for E-Commerce Customer Support2024 International Conference on Advances in Computing, Communication and Applied Informatics (ACCAI)10.1109/ACCAI61061.2024.10602261(1-5)Online publication date: 9-May-2024
https://doi.org/10.1109/ACCAI61061.2024.10602261
Ehtesham-Ul-Haque MD’Rozario JAdnin RUtshaw FTasneem FShefa IAl Islam A(2024)EmoBot: Artificial emotion generation through an emotional chatbot during general-purpose conversationsCognitive Systems Research10.1016/j.cogsys.2023.10116883(101168)Online publication date: Jan-2024
https://doi.org/10.1016/j.cogsys.2023.101168
Swathi MPathak PPillai SYadav V(2024)The Role of WhatsApp Bot and Generative AI in the Banking SectorInnovative Computing and Communications10.1007/978-981-97-4228-8_48(745-760)Online publication date: 2-Oct-2024
https://doi.org/10.1007/978-981-97-4228-8_48
Chanda RPrabhu S(2023)Secured Framework for Banking Chatbots using AI, ML and NLP2023 7th International Conference on Intelligent Computing and Control Systems (ICICCS)10.1109/ICICCS56967.2023.10142289(60-65)Online publication date: 17-May-2023
https://doi.org/10.1109/ICICCS56967.2023.10142289
Iovine ANarducci FMusto Cde Gemmis MSemeraro G(2023)Virtual Customer Assistants in finance: From state of the art and practices to design guidelinesComputer Science Review10.1016/j.cosrev.2023.10053447(100534)Online publication date: Feb-2023
https://doi.org/10.1016/j.cosrev.2023.100534
Dutsinma FPal DFunilkul SChan J(2022)A Systematic Review of Voice Assistant Usability: An ISO 9241–11 ApproachSN Computer Science10.1007/s42979-022-01172-33:4Online publication date: 3-May-2022
https://doi.org/10.1007/s42979-022-01172-3
Fahn VRiener A(2021)Time to Get Conversational: Assessment of the Potential of Conversational User Interfaces for Mobile BankingProceedings of Mensch und Computer 202110.1145/3473856.3473872(34-43)Online publication date: 5-Sep-2021
https://dl.acm.org/doi/10.1145/3473856.3473872
Seaborn KUrakami J(2021)Measuring Voice UX QuantitativelyExtended Abstracts of the 2021 CHI Conference on Human Factors in Computing Systems10.1145/3411763.3451712(1-8)Online publication date: 8-May-2021
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Seaborn KMiyake NPennefather POtake-Matsuura M(2021)Voice in Human–Agent InteractionACM Computing Surveys10.1145/338686754:4(1-43)Online publication date: 3-May-2021
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Weiler SMatt CHess T(2021)Immunizing with information – Inoculation messages against conversational agents’ response failuresElectronic Markets10.1007/s12525-021-00509-932:1(239-258)Online publication date: 22-Dec-2021
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