Perceptions on Authenticity in Chat Bots

Abstract

In 1950, Alan Turing proposed his concept of universal machines, emphasizing their abilities to learn, think, and behave in a human-like manner. Today, the existence of intelligent agents imitating human characteristics is more relevant than ever. They have expanded to numerous aspects of daily life. Yet, while they are often seen as work simplifiers, their interactions usually lack social competence. In particular, they miss what one may call authenticity. In the study presented in this paper, we explore how characteristics of social intelligence may enhance future agent implementations. Interviews and an open question survey with experts from different fields have led to a shared understanding of what it would take to make intelligent virtual agents, in particular messaging agents (i.e., chat bots), more authentic. Results suggest that showcasing a transparent purpose, learning from experience, anthropomorphizing, human-like conversational behavior, and coherence, are guiding characteristics for agent authenticity and should consequently allow for and support a better coexistence of artificial intelligence technology with its respective users.

Keywords

• intelligent agents
• chat bots
• interview study
• human-agent interaction
• authenticity
• social intelligence