Følstad, Asbjørn and Araujo, Theo and Law, Effie Lai-Chong and Brandtzaeg, Petter Bae and Papadopoulos, Symeon and Reis, Lea and Baez, Marcos and Laban, Guy and McAllister, Patrick and Ischen, Carolin and Wald, Rebecca and Catania, Fabio and Meyer von Wolff, Raphael and Hobert, Sebastian and Luger, Ewa (2021) 'Future directions for chatbot research: an interdisciplinary research agenda.', Computing, 103 (12). 2915 - 2942.
Chatbots are increasingly becoming important gateways to digital services and information—taken up within domains such as customer service, health, education, and work support. However, there is only limited knowledge concerning the impact of chatbots at the individual, group, and societal level. Furthermore, a number of challenges remain to be resolved before the potential of chatbots can be fully realized. In response, chatbots have emerged as a substantial research area in recent years. To help advance knowledge in this emerging research area, we propose a research agenda in the form of future directions and challenges to be addressed by chatbot research. This proposal consolidates years of discussions at the CONVERSATIONS workshop series on chatbot research. Following a deliberative research analysis process among the workshop participants, we explore future directions within six topics of interest: (a) users and implications, (b) user experience and design, (c) frameworks and platforms, (d) chatbots for collaboration, (e) democratizing chatbots, and (f) ethics and privacy. For each of these topics, we provide a brief overview of the state of the art, discuss key research challenges, and suggest promising directions for future research. The six topics are detailed with a 5-year perspective in mind and are to be considered items of an interdisciplinary research agenda produced collaboratively by avid researchers in the field.
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|Publisher Web site:||https://doi.org/10.1007/s00607-021-01016-7|
|Publisher statement:||This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder.|
|Date accepted:||15 September 2021|
|Date deposited:||14 January 2022|
|Date of first online publication:||19 October 2021|
|Date first made open access:||14 January 2022|
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