How do ChatBots look like?: a comparative study on government chatbots profiles inside and outside Brazil
Resumo
The development and use of electronic government chatbots grows every day. However, chatbots still fail to meet users' expectations, directly affecting citizen engagement and adoption. Prior research suggests impersonal interaction as the basis for rejecting such technologies. A common strategy to tackle this issue is using anthropomorphism in chatbots: clothes, body features, skin color, and even behavior can be considered during the human-chatbot interaction design process. Although extensive research has been conducted on chatbots in the electronic government domain, the comprehension of the use of anthropomorphism in such a context is yet to be discussed and investigated. This research examines the use of anthropomorphism on ten electronic government chatbots, five national (Brazilian) and five foreign (1 Argentine, 1 Portuguese, 1 American, 1 British, and 1 Singaporean). To understand and map its use, five anthropomorphism dimensions (appearance, language, behavior, identity, and personality), conceived after a literature review, were used to build the chatbot profiles. Our findings show different communicative profile strategies contributing to a preliminary anthropomorphism categorization.
Palavras-chave:
Chatbot, Anthropomorphism, Culture, Electronic Government
Referências
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Barbara Bruno, Nak Young Chong, Hiroko Kamide, Sanjeev Kanoria, Jaeryoung Lee, Yuto Lim, Amit Kumar Pandey, Chris Papadopoulos, Irena Papadopoulos, Federico Pecora, et al. 2017. Paving the way for culturally competent robots: A position paper. In 2017 26th IEEE international symposium on robot and human interactive communication (RO-MAN). IEEE, 553--560.
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Mario Casillo, Fabio Clarizia, Giuseppe D'Aniello, Massimo De Santo, Marco Lombardi, and Domenico Santaniello. 2020. CHAT-Bot: A cultural heritage aware teller-bot for supporting touristic experiences. Pattern Recognition Letters 131 (2020), 234--243.
Bruno A Chagas, Kícila Ferreguetti, Thiago C Ferreira, Raquel O Prates, Leonardo B Ribeiro, Adriana S Pagano, Zilma SN Reis, and Wagner Meira Jr. 2021. Chatbot as a Telehealth Intervention Strategy in the COVID-19 Pandemic: Lessons Learned from an Action Research Approach. Latin-American Center for Informatics Studies Eletronic Journal (2021).
Kathy Charmaz. 2014. Constructing grounded theory. sage.
Gabriely Oliveira da Silva Batista, Mateus de Souza Monteiro, and Luciana Cardoso de Castro Salgado. 2022. Investigando chatbots governamentais: um panorama sobre a usabilidade dentro e fora do Brasil. In Anais do X Workshop de Computação Aplicada em Governo Eletrônico. SBC, 73--84.
Andreea Danielescu. 2020. Eschewing Gender Stereotypes in Voice Assistants to Promote Inclusion. In Proceedings of the 2nd Conference on Conversational User Interfaces. 1--3.
Fernando Elias de Oliveira and André Freire. 2020. Fatores que influenciam a aceitação e intengao de uso de governo eletrônico por pessoas com deficiência visual: um estudo sobre o site da Receita Federal. In Anais Estendidos do XVI Simpósio Brasileiro de Sistemas de Informação. SBC, 125--125.
Maria Cristina M Domingues, Kelsey M Melo, Alexandre F Miranda, Alina Zoqui de Freitas Cayres, and Rosangela Elias. 2021. Programa Autoestima: Uma ferramenta Web pública e amigável que integra formação de profissionais da saúde e acolhimento psicossocial da população. In Anais do IX Workshop de Computação Aplicada em Governo Eletrônico. SBC, 251--258.
Claude Draude. 2017. Computing bodies: gender codes and anthropomorphic design at the human-computer interface. Springer.
Mark Graves. 2017. Shared moral and spiritual development among human persons and artificially intelligent agents. Theology and Science 15, 3 (2017), 333--351.
Luis Fernando Guerrero-Vásquez, Vladimir Espartaco Robles-Bykbaev, Martín López-Nores, Jack Fernando Bravo-Torres, Henry J Jara-Quito, Manuel A Tapia-Vintimilla, José Juan Pazos-Arias, and Alberto Gil-Solla. 2020. Assessing Children's Perceptions of Live Interactions With Avatars: Preparations for Use in ASD Therapy in a Multi-Ethnic Context. IEEE Access 8 (2020), 168456--168469.
Moonkyoung Jang, Yoonhyuk Jung, and Seongcheol Kim. 2021. Investigating managers' understanding of chatbots in the Korean financial industry. Computers in Human Behavior 120 (2021), 106747.
Maksym Ketsmur, António Teixeira, Nuno Almeida, Samuel Silva, and Mário Rodrigues. 2018. Conversational assistant for an accessible smart home: Proof-of-concept for portuguese. In Proceedings of the 8th International Conference on Software Development and Technologies for Enhancing Accessibility and Fighting Info-exclusion. 55--62.
Abby C King, Timothy W Bickmore, Maria Ines Campero, Leslie A Pruitt, and James Langxuan Yin. 2013. Employing virtual advisors in preventive care for underserved communities: results from the COMPASS study. Journal of health communication 18, 12 (2013), 1449--1464.
Barbara Kitchenham, O Pearl Brereton, David Budgen, Mark Turner, John Bailey, and Stephen Linkman. 2009. Systematic literature reviews in software engineering-a systematic literature review. Information and software technology 51, 1 (2009), 7--15.
Ana Carolina Tomé Klock, Isabela Gasparini, Marcelo Soares Pimenta, and Juho Hamari. 2020. Tailored gamification: A review of literature. International Journal of Human-Computer Studies 144 (2020), 102495.
Tomoko Koda, Taku Hirano, and Takuto Ishioh. 2017. Development of Culture-specific Gaze Behaviours of Virtual Agents.. In ICAART (1). 291--295.
Raina Langevin, Ross J Lordon, Thi Avrahami, Benjamin R Cowan, Tad Hirsch, and Gary Hsieh. 2021. Heuristic evaluation of conversational agents. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems. 1--15.
Diana Löffler, Jörn Hurtienne, and Ilona Nord. 2021. Blessing robot blessU2: a discursive design study to understand the implications of social robots in religious contexts. International Journal of Social Robotics 13,4 (2021), 569--586.
Ntima Mabanza. 2018. Gender Influences on Preference of Pedagogical Interface Agents. In 2018 International Conference on Intelligent and Innovative Computing Applications (ICONIC). IEEE, 1--5.
Octavian-Mihai Machidon, Aleš Tavčar, Matjaž Gams, and Mihai Duguleană. 2020. CulturalERICA: A conversational agent improving the exploration of European cultural heritage. Journal of Cultural Heritage 41 (2020), 152--165.
Brinda Mehra. 2021. Chatbot personality preferences in Global South urban English speakers. Social Sciences & Humanities Open 3, 1 (2021), 100131.
Mateus Monteiro, Leonardo Vasconcelos, José Viterbo, Luciana Salgado, and Flávia Bernardini. 2021. Assessing the quality of local e-government service through citizen-sourcing applications. In 2021 IEEE 24th International Conference on Computer Supported Cooperative Work in Design (CSCWD). IEEE, 1178--1183.
Mordor Intelligence 2022. MERCADO DE CHATBOT - CRESCIMENTO, TENDÊNCIAS, IMPACTO DA COVID-19 E PREVISÕES (2022 - 2027). Mordor Intelligence. [link].
Marcia Yumi Murata, Mateus de Souza Monteiro, and Luciana Cardoso de Castro Salgado. 2021. Omotenashi: A study about the cultural adaptation of an intelligent agent on Blip. In Proceedings of the XX Brazilian Symposium on Human Factors in Computing Systems. 1--7.
Jakob Nielsen. 1995. How to conduct a heuristic evaluation. Nielsen Norman Group 1, 1 (1995), 8.
David Obremski, Jean-Luc Lugrin, Philipp Schaper, and Birgit Lugrin. 2021. Non-native speaker perception of Intelligent Virtual Agents in two languages: the impact of amount and type of grammatical mistakes. Journal on Multimodal User Interfaces 15, 2 (2021), 229--238.
Teresa K O'Leary, Elizabeth Stowell, Everlyne Kimani, Dhaval Parmar, Stefan Olafsson, Jessica Hoffman, Andrea G Parker, Michael K Paasche-Orlow, and Timothy Bickmore. 2020. Community-based cultural tailoring of virtual agents. In Proceedings of the 20th ACM International Conference on Intelligent Virtual Agents. 1--8.
Pat Pataranutaporn, Bank Ngamarunchot, Korakot Chaovavanich, Sornchai Chatwiriyachai, Potiwat Ngamkajornwiwat, Nutchanon Ninyawee, and Werasak Surareungchai. 2019. Buddha Bot: The Exploration of Embodied Spiritual Machine in Chatbot. In Proceedings of the Future Technologies Conference. Springer, 589--595.
Nishith Pathak, Anurag Bhandari, Shivam Singh, and Sanjay Podder. 2017. Designing a multilingual virtual agent capable of interacting with uneducated people for automated data collection. In 2017 IEEE Symposium Series on Computational Intelligence (SSCI). IEEE, 1--7.
Marco Polignano, Fedelucio Narducci, Andrea Iovine, Cataldo Musto, Marco De Gemmis, and Giovanni Semeraro. 2020. HealthAssistantBot: a personal health assistant for the Italian language. IEEE Access 8 (2020), 107479--107497.
Archana Prasad, Sean Blagsvedt, Tej Pochiraju, and Indrani Medhi Thies. 2019. Dara: A Chatbot to Help Indian Artists and Designers Discover International Opportunities. In Proceedings of the 2019 on Creativity and Cognition. 626--632.
Rifat Rahman, Md Rishadur Rahman, Nafis Irtiza Tripto, Mohammed Eunus Ali, Sajid Hasan Apon, and Rifat Shahriyar. 2021. AdolescentBot: Understanding Opportunities for Chatbots in Combating Adolescent Sexual and Reproductive Health Problems in Bangladesh. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems. 1--15.
Alexandra Rese, Lena Ganster, and Daniel Baier. 2020. Chatbots in retailers' customer communication: How to measure their acceptance? Journal of Retailing and Consumer Services 56 (2020), 102176.
José Santos, Luís Duarte, João Ferreira, Ana Alves, and Hugo Gonçalo Oliveira. 2020. Developing Amaia: A Conversational Agent for Helping Portuguese Entrepreneurs---An Extensive Exploration of Question-Matching Approaches for Portuguese. Information 11, 9 (2020), 428.
Sylvana Karla SL Santos, Núbia Flávia O Mendes, and Queila Pahim da Silva. 2021. Propostas para o Atendimento às Pessoas Surdas em Serviços de Governo Eletrônico. In Anais do IX Workshop de Computação Aplicada em Governo Eletrônico. SBC, 1--12.
Ari Schlesinger, Kenton P O'Hara, and Alex S Taylor. 2018. Let's talk about race: Identity, chatbots, and AI. In Proceedings of the 2018 chi conference on human factors in computing systems. 1--14.
Carlos Segura, Álex Palau, Jordi Luque, Marta R Costa-Jussá, and Rafael E Banchs. 2019. Chatbol, a chatbot for the Spanish "La Liga". In 9th International Workshop on Spoken Dialogue System Technology. Springer, 319--330.
William Seymour and Max Van Kleek. 2020. Does Siri have a soul? Exploring voice assistants through shinto design fictions. In Extended Abstracts of the 2020 CHI Conference on Human Factors in Computing Systems. 1--12.
Sfenrianto Sfenrianto and Gregorius Vivensius. 2020. Analyis on factors influencing customer experience of e-commerce users in Indonesia through the application of Chatbot technology. J. Theor. Appl. Inf. Technol 98, 7 (2020), 953--962.
Bayan Abu Shawar and Eric Atwell. 2007. Chatbots: are they really useful?. In Ldv forum, Vol. 22. 29--49.
Ben Sheehan, Hyun Seung Jin, and Udo Gottlieb. 2020. Customer service chatbots: Anthropomorphism and adoption. Journal of Business Research 115 (2020), 14--24.
Monique Siqueira and André Freire. 2020. Apresentação de denúncias sobre acessibilidade de servicos de governo eletronico por pessoas com deficiência: uma análise à luz da teoria do comportamento planejado. In Anais Estendidos do XVI Simpósio Brasileiro de Sistemas de Informação. SBC, 76--91.
Nicolas Spatola, Serena Marchesi, and Agnieszka Wykowska. 2021. Cross-cultural framework of anthropomorphism toward robots. Differences across cultures and ontological limits in current frameworks. (2021).
Thompson SH Teo, Shirish C Srivastava, and LI Jiang. 2008. Trust and electronic government success: An empirical study. Journal of management information systems 25, 3 (2008), 99--132.
Ilaria Torre, Emma Carrigan, Killian McCabe, Rachel McDonnell, and Naomi Harte. 2018. Survival at the museum: A cooperation experiment with emotionally expressive virtual characters. In Proceedings of the 20th ACM International Conference on Multimodal Interaction. 423--427.
Oanh Thi Tran and Tho Chi Luong. 2020. Understanding what the users say in chatbots: A case study for the Vietnamese language. Engineering Applications of Artificial Intelligence 87 (2020), 103322.
Gabriele Trovato, Josue G Ramos, Helio Azevedo, Artemis Moroni, Silvia Magossi, Reid Simmons, Hiroyuki Ishii, and Atsuo Takanishi. 2017. A receptionist robot for Brazilian people: study on interaction involving illiterates. Paladyn, Journal of Behavioral Robotics 8, 1 (2017), 1--17.
Isaac Wang, Lea Buchweitz, Jesse Smith, Lara-Sophie Bornholdt, Jonas Grund, Jaime Ruiz, and Oliver Korn. 2020. Wow, You Are Terrible at This! An Intercultural Study on Virtual Agents Giving Mixed Feedback. In Proceedings of the 20th ACM International Conference on Intelligent Virtual Agents. 1--8.
Claes Wohlin. 2014. Guidelines for snowballing in systematic literature studies and a replication in software engineering. In Proceedings of the 18th international conference on evaluation and assessment in software engineering. 1--10.
Marisol Wong-Villacres, Hayley Evans, Danielle Schechter, Betsy DiSalvo, and Neha Kumar. 2019. Consejero automatico: chatbots for supporting Latino parents' educational engagement. In Proceedings of the Tenth International Conference on Information and Communication Technologies and Development. 1--5.
Deepika Yadav, Prerna Malik, Kirti Dabas, and Pushpendra Singh. 2019. Feedpal: Understanding opportunities for chatbots in breastfeeding education of women in india. Proceedings of the ACM on Human-Computer Interaction 3, CSCW (2019), 1--30.
Langxuan Yin, Timothy Bickmore, and Dharma E Cortés. 2010. The impact of linguistic and cultural congruity on persuasion by conversational agents. In International Conference on Intelligent Virtual Agents. Springer, 343--349.
Omar Zahour, Ahmed Eddaoui, Hafsa Ouchra, Oumaima Hourrane, et al. 2020. A system for educational and vocational guidance in Morocco: Chatbot E-Orientation. Procedia Computer Science 175 (2020), 554--559.
Michelle X Zhou, Gloria Mark, Jingyi Li, and Huahai Yang. 2019. Trusting virtual agents: The effect of personality. ACM Transactions on Interactive Intelligent Systems (TiiS) 9, 2--3 (2019), 1--36.
Shuo Zhou, Zhe Zhang, and Timothy Bickmore. 2017. Adapting a persuasive conversational agent for the Chinese culture. In 2017 international conference on culture and computing (culture and computing). IEEE, 89--96.
Petter Bae Brandtzaeg and Asbjørn Følstad. 2018. Chatbots: changing user needs and motivations. Interactions 25, 5 (2018), 38--43.
Barbara Bruno, Nak Young Chong, Hiroko Kamide, Sanjeev Kanoria, Jaeryoung Lee, Yuto Lim, Amit Kumar Pandey, Chris Papadopoulos, Irena Papadopoulos, Federico Pecora, et al. 2017. Paving the way for culturally competent robots: A position paper. In 2017 26th IEEE international symposium on robot and human interactive communication (RO-MAN). IEEE, 553--560.
Vinícios Carvalho, Maria Cagnin, and Débora Paiva. 2017. Avaliação de Acessibilidade de Web Sites de Governos Estaduais do Brasil. In Anais do XIII Simpósio Brasileiro de Sistemas de Informação. SBC, 116--123.
Mario Casillo, Fabio Clarizia, Giuseppe D'Aniello, Massimo De Santo, Marco Lombardi, and Domenico Santaniello. 2020. CHAT-Bot: A cultural heritage aware teller-bot for supporting touristic experiences. Pattern Recognition Letters 131 (2020), 234--243.
Bruno A Chagas, Kícila Ferreguetti, Thiago C Ferreira, Raquel O Prates, Leonardo B Ribeiro, Adriana S Pagano, Zilma SN Reis, and Wagner Meira Jr. 2021. Chatbot as a Telehealth Intervention Strategy in the COVID-19 Pandemic: Lessons Learned from an Action Research Approach. Latin-American Center for Informatics Studies Eletronic Journal (2021).
Kathy Charmaz. 2014. Constructing grounded theory. sage.
Gabriely Oliveira da Silva Batista, Mateus de Souza Monteiro, and Luciana Cardoso de Castro Salgado. 2022. Investigando chatbots governamentais: um panorama sobre a usabilidade dentro e fora do Brasil. In Anais do X Workshop de Computação Aplicada em Governo Eletrônico. SBC, 73--84.
Andreea Danielescu. 2020. Eschewing Gender Stereotypes in Voice Assistants to Promote Inclusion. In Proceedings of the 2nd Conference on Conversational User Interfaces. 1--3.
Fernando Elias de Oliveira and André Freire. 2020. Fatores que influenciam a aceitação e intengao de uso de governo eletrônico por pessoas com deficiência visual: um estudo sobre o site da Receita Federal. In Anais Estendidos do XVI Simpósio Brasileiro de Sistemas de Informação. SBC, 125--125.
Maria Cristina M Domingues, Kelsey M Melo, Alexandre F Miranda, Alina Zoqui de Freitas Cayres, and Rosangela Elias. 2021. Programa Autoestima: Uma ferramenta Web pública e amigável que integra formação de profissionais da saúde e acolhimento psicossocial da população. In Anais do IX Workshop de Computação Aplicada em Governo Eletrônico. SBC, 251--258.
Claude Draude. 2017. Computing bodies: gender codes and anthropomorphic design at the human-computer interface. Springer.
Mark Graves. 2017. Shared moral and spiritual development among human persons and artificially intelligent agents. Theology and Science 15, 3 (2017), 333--351.
Luis Fernando Guerrero-Vásquez, Vladimir Espartaco Robles-Bykbaev, Martín López-Nores, Jack Fernando Bravo-Torres, Henry J Jara-Quito, Manuel A Tapia-Vintimilla, José Juan Pazos-Arias, and Alberto Gil-Solla. 2020. Assessing Children's Perceptions of Live Interactions With Avatars: Preparations for Use in ASD Therapy in a Multi-Ethnic Context. IEEE Access 8 (2020), 168456--168469.
Moonkyoung Jang, Yoonhyuk Jung, and Seongcheol Kim. 2021. Investigating managers' understanding of chatbots in the Korean financial industry. Computers in Human Behavior 120 (2021), 106747.
Maksym Ketsmur, António Teixeira, Nuno Almeida, Samuel Silva, and Mário Rodrigues. 2018. Conversational assistant for an accessible smart home: Proof-of-concept for portuguese. In Proceedings of the 8th International Conference on Software Development and Technologies for Enhancing Accessibility and Fighting Info-exclusion. 55--62.
Abby C King, Timothy W Bickmore, Maria Ines Campero, Leslie A Pruitt, and James Langxuan Yin. 2013. Employing virtual advisors in preventive care for underserved communities: results from the COMPASS study. Journal of health communication 18, 12 (2013), 1449--1464.
Barbara Kitchenham, O Pearl Brereton, David Budgen, Mark Turner, John Bailey, and Stephen Linkman. 2009. Systematic literature reviews in software engineering-a systematic literature review. Information and software technology 51, 1 (2009), 7--15.
Ana Carolina Tomé Klock, Isabela Gasparini, Marcelo Soares Pimenta, and Juho Hamari. 2020. Tailored gamification: A review of literature. International Journal of Human-Computer Studies 144 (2020), 102495.
Tomoko Koda, Taku Hirano, and Takuto Ishioh. 2017. Development of Culture-specific Gaze Behaviours of Virtual Agents.. In ICAART (1). 291--295.
Raina Langevin, Ross J Lordon, Thi Avrahami, Benjamin R Cowan, Tad Hirsch, and Gary Hsieh. 2021. Heuristic evaluation of conversational agents. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems. 1--15.
Diana Löffler, Jörn Hurtienne, and Ilona Nord. 2021. Blessing robot blessU2: a discursive design study to understand the implications of social robots in religious contexts. International Journal of Social Robotics 13,4 (2021), 569--586.
Ntima Mabanza. 2018. Gender Influences on Preference of Pedagogical Interface Agents. In 2018 International Conference on Intelligent and Innovative Computing Applications (ICONIC). IEEE, 1--5.
Octavian-Mihai Machidon, Aleš Tavčar, Matjaž Gams, and Mihai Duguleană. 2020. CulturalERICA: A conversational agent improving the exploration of European cultural heritage. Journal of Cultural Heritage 41 (2020), 152--165.
Brinda Mehra. 2021. Chatbot personality preferences in Global South urban English speakers. Social Sciences & Humanities Open 3, 1 (2021), 100131.
Mateus Monteiro, Leonardo Vasconcelos, José Viterbo, Luciana Salgado, and Flávia Bernardini. 2021. Assessing the quality of local e-government service through citizen-sourcing applications. In 2021 IEEE 24th International Conference on Computer Supported Cooperative Work in Design (CSCWD). IEEE, 1178--1183.
Mordor Intelligence 2022. MERCADO DE CHATBOT - CRESCIMENTO, TENDÊNCIAS, IMPACTO DA COVID-19 E PREVISÕES (2022 - 2027). Mordor Intelligence. [link].
Marcia Yumi Murata, Mateus de Souza Monteiro, and Luciana Cardoso de Castro Salgado. 2021. Omotenashi: A study about the cultural adaptation of an intelligent agent on Blip. In Proceedings of the XX Brazilian Symposium on Human Factors in Computing Systems. 1--7.
Jakob Nielsen. 1995. How to conduct a heuristic evaluation. Nielsen Norman Group 1, 1 (1995), 8.
David Obremski, Jean-Luc Lugrin, Philipp Schaper, and Birgit Lugrin. 2021. Non-native speaker perception of Intelligent Virtual Agents in two languages: the impact of amount and type of grammatical mistakes. Journal on Multimodal User Interfaces 15, 2 (2021), 229--238.
Teresa K O'Leary, Elizabeth Stowell, Everlyne Kimani, Dhaval Parmar, Stefan Olafsson, Jessica Hoffman, Andrea G Parker, Michael K Paasche-Orlow, and Timothy Bickmore. 2020. Community-based cultural tailoring of virtual agents. In Proceedings of the 20th ACM International Conference on Intelligent Virtual Agents. 1--8.
Pat Pataranutaporn, Bank Ngamarunchot, Korakot Chaovavanich, Sornchai Chatwiriyachai, Potiwat Ngamkajornwiwat, Nutchanon Ninyawee, and Werasak Surareungchai. 2019. Buddha Bot: The Exploration of Embodied Spiritual Machine in Chatbot. In Proceedings of the Future Technologies Conference. Springer, 589--595.
Nishith Pathak, Anurag Bhandari, Shivam Singh, and Sanjay Podder. 2017. Designing a multilingual virtual agent capable of interacting with uneducated people for automated data collection. In 2017 IEEE Symposium Series on Computational Intelligence (SSCI). IEEE, 1--7.
Marco Polignano, Fedelucio Narducci, Andrea Iovine, Cataldo Musto, Marco De Gemmis, and Giovanni Semeraro. 2020. HealthAssistantBot: a personal health assistant for the Italian language. IEEE Access 8 (2020), 107479--107497.
Archana Prasad, Sean Blagsvedt, Tej Pochiraju, and Indrani Medhi Thies. 2019. Dara: A Chatbot to Help Indian Artists and Designers Discover International Opportunities. In Proceedings of the 2019 on Creativity and Cognition. 626--632.
Rifat Rahman, Md Rishadur Rahman, Nafis Irtiza Tripto, Mohammed Eunus Ali, Sajid Hasan Apon, and Rifat Shahriyar. 2021. AdolescentBot: Understanding Opportunities for Chatbots in Combating Adolescent Sexual and Reproductive Health Problems in Bangladesh. In Proceedings of the 2021 CHI Conference on Human Factors in Computing Systems. 1--15.
Alexandra Rese, Lena Ganster, and Daniel Baier. 2020. Chatbots in retailers' customer communication: How to measure their acceptance? Journal of Retailing and Consumer Services 56 (2020), 102176.
José Santos, Luís Duarte, João Ferreira, Ana Alves, and Hugo Gonçalo Oliveira. 2020. Developing Amaia: A Conversational Agent for Helping Portuguese Entrepreneurs---An Extensive Exploration of Question-Matching Approaches for Portuguese. Information 11, 9 (2020), 428.
Sylvana Karla SL Santos, Núbia Flávia O Mendes, and Queila Pahim da Silva. 2021. Propostas para o Atendimento às Pessoas Surdas em Serviços de Governo Eletrônico. In Anais do IX Workshop de Computação Aplicada em Governo Eletrônico. SBC, 1--12.
Ari Schlesinger, Kenton P O'Hara, and Alex S Taylor. 2018. Let's talk about race: Identity, chatbots, and AI. In Proceedings of the 2018 chi conference on human factors in computing systems. 1--14.
Carlos Segura, Álex Palau, Jordi Luque, Marta R Costa-Jussá, and Rafael E Banchs. 2019. Chatbol, a chatbot for the Spanish "La Liga". In 9th International Workshop on Spoken Dialogue System Technology. Springer, 319--330.
William Seymour and Max Van Kleek. 2020. Does Siri have a soul? Exploring voice assistants through shinto design fictions. In Extended Abstracts of the 2020 CHI Conference on Human Factors in Computing Systems. 1--12.
Sfenrianto Sfenrianto and Gregorius Vivensius. 2020. Analyis on factors influencing customer experience of e-commerce users in Indonesia through the application of Chatbot technology. J. Theor. Appl. Inf. Technol 98, 7 (2020), 953--962.
Bayan Abu Shawar and Eric Atwell. 2007. Chatbots: are they really useful?. In Ldv forum, Vol. 22. 29--49.
Ben Sheehan, Hyun Seung Jin, and Udo Gottlieb. 2020. Customer service chatbots: Anthropomorphism and adoption. Journal of Business Research 115 (2020), 14--24.
Monique Siqueira and André Freire. 2020. Apresentação de denúncias sobre acessibilidade de servicos de governo eletronico por pessoas com deficiência: uma análise à luz da teoria do comportamento planejado. In Anais Estendidos do XVI Simpósio Brasileiro de Sistemas de Informação. SBC, 76--91.
Nicolas Spatola, Serena Marchesi, and Agnieszka Wykowska. 2021. Cross-cultural framework of anthropomorphism toward robots. Differences across cultures and ontological limits in current frameworks. (2021).
Thompson SH Teo, Shirish C Srivastava, and LI Jiang. 2008. Trust and electronic government success: An empirical study. Journal of management information systems 25, 3 (2008), 99--132.
Ilaria Torre, Emma Carrigan, Killian McCabe, Rachel McDonnell, and Naomi Harte. 2018. Survival at the museum: A cooperation experiment with emotionally expressive virtual characters. In Proceedings of the 20th ACM International Conference on Multimodal Interaction. 423--427.
Oanh Thi Tran and Tho Chi Luong. 2020. Understanding what the users say in chatbots: A case study for the Vietnamese language. Engineering Applications of Artificial Intelligence 87 (2020), 103322.
Gabriele Trovato, Josue G Ramos, Helio Azevedo, Artemis Moroni, Silvia Magossi, Reid Simmons, Hiroyuki Ishii, and Atsuo Takanishi. 2017. A receptionist robot for Brazilian people: study on interaction involving illiterates. Paladyn, Journal of Behavioral Robotics 8, 1 (2017), 1--17.
Isaac Wang, Lea Buchweitz, Jesse Smith, Lara-Sophie Bornholdt, Jonas Grund, Jaime Ruiz, and Oliver Korn. 2020. Wow, You Are Terrible at This! An Intercultural Study on Virtual Agents Giving Mixed Feedback. In Proceedings of the 20th ACM International Conference on Intelligent Virtual Agents. 1--8.
Claes Wohlin. 2014. Guidelines for snowballing in systematic literature studies and a replication in software engineering. In Proceedings of the 18th international conference on evaluation and assessment in software engineering. 1--10.
Marisol Wong-Villacres, Hayley Evans, Danielle Schechter, Betsy DiSalvo, and Neha Kumar. 2019. Consejero automatico: chatbots for supporting Latino parents' educational engagement. In Proceedings of the Tenth International Conference on Information and Communication Technologies and Development. 1--5.
Deepika Yadav, Prerna Malik, Kirti Dabas, and Pushpendra Singh. 2019. Feedpal: Understanding opportunities for chatbots in breastfeeding education of women in india. Proceedings of the ACM on Human-Computer Interaction 3, CSCW (2019), 1--30.
Langxuan Yin, Timothy Bickmore, and Dharma E Cortés. 2010. The impact of linguistic and cultural congruity on persuasion by conversational agents. In International Conference on Intelligent Virtual Agents. Springer, 343--349.
Omar Zahour, Ahmed Eddaoui, Hafsa Ouchra, Oumaima Hourrane, et al. 2020. A system for educational and vocational guidance in Morocco: Chatbot E-Orientation. Procedia Computer Science 175 (2020), 554--559.
Michelle X Zhou, Gloria Mark, Jingyi Li, and Huahai Yang. 2019. Trusting virtual agents: The effect of personality. ACM Transactions on Interactive Intelligent Systems (TiiS) 9, 2--3 (2019), 1--36.
Shuo Zhou, Zhe Zhang, and Timothy Bickmore. 2017. Adapting a persuasive conversational agent for the Chinese culture. In 2017 international conference on culture and computing (culture and computing). IEEE, 89--96.
Publicado
17/10/2022
Como Citar
BATISTA, Gabriely Oliveira da Silva; MONTEIRO, Mateus de Souza; SALGADO, Luciana Cardoso de Castro.
How do ChatBots look like?: a comparative study on government chatbots profiles inside and outside Brazil. In: SIMPÓSIO BRASILEIRO SOBRE FATORES HUMANOS EM SISTEMAS COMPUTACIONAIS (IHC), 21. , 2022, Diamantina.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2022
.
