Mohit Jain, Pratyush Kumar, Ramachandra Kota, & Shwetak N. Patel (2018)
Proceedings of the 2018 Designing Interactive Systems Conference, 895-906.
DOI: https://doi.org/10.1145/3196709.3196735
Abstract. Jain et al.'s foundational HCI study of consumer-chatbot experiences — empirical evidence on the gap between user expectations and system capabilities. Predates LLM-era chatbots but identifies many issues that persist.
Tags: ai-usability chatbot foundational