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The Anatomy of User Experience with Conversational Agents: A Taxonomy and Propositions of Service Clues
International Conference on Information Systems
Conversational agents (CAs) represent a paradigm shift in regards to how humans use information systems. Although CAs have recently attracted considerable research interest, there is still limited shared knowledge about the distinctive characteristics of CAs from a user experience-based perspective. To address this gap, we conducted a systematic literature review to identify CA characteristics from existing research. Building on classifications from service experience theory, we develop adblp:conf/icis/ZierauWJSL20 fatcat:gxtebr3tzrcmppvivg4owumhme