![]() ![]() With a broad and rich range of chatbot applications, it is imperative to understand why certain chatbot usages are working (or not) by referencing in-depth theoretical frameworks. This broad emerging knowledge base is valuable, but also implies that research of relevance to chatbots is currently fragmented across disciplines and application domains. The rapidly growing body of chatbot research has a marked interdisciplinary character-spanning fields such as informatics, management and marketing, media and communication science, linguistics and philosophy, psychology and sociology, engineering, design, and human-computer interaction. 63], as well as specific applications (e.g. Recent research addresses, for example, chatbot use (e.g. There has lately been a marked increase of interest in chatbot research within academia and industry, specifically from 2016 and onwards. Ĭhatbots are currently taken up in application areas as diverse as customer service, health, education, and office work. Key drivers of this development include advances in artificial intelligence (AI) fields, such as natural language processing (NLP) and natural language understanding (NLU), as well as the increased consumer uptake of platforms conductive to conversational interaction. While research on conversational agents has been pursued for decades within fields such as social robotics, embodied conversational agents, and dialogue systems, it is only recently that conversational agents have become practical reality. 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.Ĭhatbots are conversational agents providing access to information and services through interaction in everyday language. ![]() 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. 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. This proposal consolidates years of discussions at the CONVERSATIONS workshop series on chatbot research. 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. In response, chatbots have emerged as a substantial research area in recent years. Furthermore, a number of challenges remain to be resolved before the potential of chatbots can be fully realized. However, there is only limited knowledge concerning the impact of chatbots at the individual, group, and societal level. Chatbots are increasingly becoming important gateways to digital services and information-taken up within domains such as customer service, health, education, and work support.
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