People use chatbots for productivity, entertainment, social purposes, and novelty. A survey of 146 US chatbot users found that the main reasons for using chatbots were productivity (68%), entertainment (20%), social/relational purposes (12%), and novelty (10%). Chatbots were used most on Facebook Messenger. Chatbots are seen as convenient for obtaining help and information. Some also use chatbots for entertainment when bored, or for social reasons to enhance social relations or have something to talk to when feeling lonely. A few are curious about chatbots due to their newness. The implications for human-computer interaction research include designing for conversational interactions and addressing digital divides and privacy issues.

1. HVORFOR BRUKER FOLK
CHATBOTS?
Petter Bae Brandtzæg, SINTEF

2. 2
Forstå brukere, kontekst og
interaksjonsdesign
Studere hvordan chatbots kan
støtte unge mennesker til å få
informasjon og hjelp om
mental helse (2017-2020)
(2017-2017)

3. 3
HCID
SHB

4. Innhold
• Endringer i interaksjonsformer og motivasjoner
• Viktigheten av å ha brukeren i fokus
• Bruksmønstre og brukermotivasjoner på nett
• Hvorfor folk bruker chatbots
• Noen utfordringer – privacy, treningsdata etc
4

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TIME, Januar, 2006
Når internett snues opp ned
TIME Oktober, 2017
Menneske som aktiv og skapende.
Brukeren skaper innholdet selv.
Maskinen som aktiv og skapende.
Roboter serverer innhold til brukerne.

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https://www.theverge.com/2016/9/26/13055938/ai-pop-song-daddys-car-sony

7. Nye bruksformer og brukergrensesnitt over tid
7
2007
2000
Bredbånd
1990
Mobilt internett
Modem
2005
Trådløst
2010
iPad
(2006)
(2010)
(2011)
2016
Chatbots
2012

8. Vi må lage teknologi, som brukeren vil
bruke – vi må forstå brukerne og
oversette behovene inn i løsningen
8
• Brukeropplevelse/User Experience - the
better the chatbot-experience, the more
repeat users
• Nytte/Utility - Is your bot providing value
to your users? Usefulness and value over
time.
• Tilgjengelighet/Availability- bot
discoverability, where and how will user
find the chatbot? (Messenger, Slack, Skype,
homepage?)

9. For…hvorfor i all verden
skal folk velge chatbots
istedenfor google search?
9

10. Og…hvorfor skal man velge en maskin
fremfor et menneske?
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11. Hype eller ikke?
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Hvor mange av dere har prøvd en chatbot?

13. Brukermotivasjon – ulike brukertyper
Typiske bruksmønstre – hvor ofte og hva bruker folk mediene til? (Ulike
medieaktiviteter).

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Ikke-brukere
% 25
Nyttebrukere
% 23
Avanserte
brukere
% 11
Underholdnings
brukere
% 14
Gjennomsnitts
brukere
% 27
Gjennomgående eldre, noe
flere kvinner enn menn,
gjennomsnittlig lavere
inntekt og kortere
utdannelse enn resten av
utvalget .
Bruker PC og internett til få
ting, men, begrenset bruk.
Avspeiler stort sett
befolkningen hva gjelder
inntekt, utdannelse etc.
Bruker alle former for data
mye, stort sett yngre, varierer
mye hva gjelder inntekt og
utdannelse. God tilgang på
bredbånd, 80% menn, 20%
kvinner
Bruker PC og nett til spill,
musikk og underholdning,
stort sett yngre, mange
under utdanning, litt flere
menn enn kvinner.
Bruker PC og nett til tekstbehandling,
regneark etc. Henter informasjon og er
i kontakt med det offentlige via
internett. Over gjennomsittet hva
gjelder inntekt og utdannelse.
Brandtzæg, P. B., Heim, J., & Karahasanović, A. (2011). Understanding the new digital divide—
A typology of Internet users in Europe. International journal of human-computer studies, 69(3),
123-138.

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90-9-1 regelen
• 90% av brukeren er lurkers (i.e., lese el
observere, men bidrar ikke aktivt med innhold)
• 9% av brukerne bidrar nå og da, men i
hovedsak er det andre ting som opptar tiden
deres
• 1% av brukerne, ”contributers”, bidrar med det
meste av innholdet ”it can seem as if they
don't have lives because they often post just
minutes after whatever event they're
commenting on occurs”
Jakob Nielsen's Alertbox, October 9, 2006
90% lurkers

16. Flere nettbrett og smarttelefoner - mer underholdningsbruk
Foto CC: CMarkno

17. "Tilgjengelighetsparadokset"
Vi er mer tilgjengelig enn noensinne, men
også vanskeligere å nå enn noensinne
17

18. Brukerne gjemmer seg i private meldingsapper–
"the dark social"
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?

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Men hva er chatbots?

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https://www.statista.com/statistics/258749/most-popular-
global-mobile-messenger-apps/
Interaksjon mellom menneske og maskin i naturlig språk

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Chatbots =
kommunikasjon
i naturlig språk
… som i Babylon
Health, som er tilbudt
folk i enkelte bydeler i
London som et
pilotforsøk

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+ 30.000 chatbots
Men utfordringen er at mange
ikke kommer tilbake?
Messenger platform for bots
Facebook messenger

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Paper accepted for INSCI 2017
Questionnaire survey among US
chatbot users
Conducted by Survata
146 participants
16-55 years of age

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Paper accepted for INSCI 2017
Questions – open ended:
What is your main reason for
using chatbots?
Sosiale medier: What is your main reason using SNSs (2009)
Brandtzaeg, P.B., & Heim, J. (2009, 19-24 July). Why people use social networking sites. In A.A.
Ozok and P. Zaphiris (Eds.): Proceedings of the HCI International. San Diego, CA. Online
Communities, LNCS. Springer-Verlag Berlin Heidelberg, pp. 143–152.

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Hvorfor bruker folk
chatbots?

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What is your main reason for using chatbots? (N=146)
68%
20%
12%
10%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Productivity Entertainment Social/relational purposes Novelty

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Ulike sosiale medieplattformer har ulike hensikter

28. 28 Proportion of participants reporting use of different messaging
platforms for chatbot interactions (N = 146).

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64% reported using chat-
bots for two years or less.
Chatbots as new media experiences

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Chatbots for productivity
(68%)
• Ease, speed and convenience
• To obtain help and information
I use chatbots instead of a search
engine to help with daily tasks.
(P67)
I think that they make customer service
easier. Often times human beings can get
frustrated or have attitude. A program lacks
those poor qualities. (P155)
I use chatbots because I can tailor them to
find things, styles, weather, or orders that
are specific and unique to me, so I can shop,
research, or just chat with ease. The more
input I put into them about me, the more
they will serve efficiently. (P176)

32. 32
Chatbots for entertainment
(20%)
• Positive entertainment value
• Bored, to kill time
It’s fun and entertaining.
I like chatbots that have
funny things to say. (P99)
I am bored and want to talk to someone (P232)
Chatbots can help me with simple tasks on
the app I’m using. Also, they give me fun
tips and make my experience a lot better. It
gives me something different to do when
I’m bored. (P199)
Usually to ask a question and be
entertained with an answer. (P301)

33. 33
Chatbots for social/relational
purposes (12%)
• Social value of chatbot
interaction
• Enhance social relations with
others
I use them when I feel bored or rather when I feel down
and have no one else to go to, it just relaxes me in a
way. Gives me someone to vent to without getting
judged, I know they aren’t real but it feels like it is.
(P264)
To have a little extra fun in the chats I’m in.
(P268)
At the time i was bored and i didnt have
anyone to talk to and i feel like sometimes
their good to make friends with if your
lonely and just want a chat with someone
else. (P141)
Normally to get information, but I also like
using them for my kids to talk to char-
acters. (P60)

34. 34
Chatbots for the novelty of it
(10%)
• Curious and want to try out
• Early phase of development
…] I’m also curious to see what they’ll say or how
realistic they seem. (P59)
They’re new and intriguing. (P66)
[…] It’s interesting to see what people can
come up with, how lifelike they will be-
come. Sadly, very few pass the test. They
are all repetitive in some way. (P88)
Curiosity, mostly, because I have skepticism
about the privacy of it and the evi-dence
based knowledge that it is assuming is
accurate when answering a question. (P69)

35. 35
Why do people use chatbots?
Take-away
Productivity important
-> identify use cases where chatbot
provides highest usefulness
Entertainment and social
motivations
-> support engaging and relational
experiences
Novelty a motivator for some
-> may provide useful leverage – for
the time being …

36. 36
Implications
&
Opportunities
(for the field of HCI)

37. 37
Conversation as the
object of design
Analyse user and conversational
intent and adapt accordingly
Human-chatbot interaction design

38. 38
Hvordan skal Ung.no snakke?

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https://www.wired.com/2016/03/fault-
microsofts-teen-ai-turned-jerk/

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Combat digital divides
.
.
https://orcinternational.com/innovation/millennials-chatbots-
generational-divide-comes-tech-solutions/

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1.Where does the chatbot “live” or reside?
2.What kind of information does it collect?
3.From/about whom?
4.What does it do with the collected data?
5.Who has access to the data collected?
6.Where is the data stored? Is it encrypted?
7.How long is the data stored for?
7 questions we should ask us self about privacy in bots

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Ung.no
Klara
Klok
173287
586723
DATA: Benefiting from massive
volumes of user data

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Jenter skriver mer

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