Whenever you read up about chatbots, human likeness is likely to make an appearance. Both in industry and academia, making our chatbots speak and converse like a human has become such a no-brainer that we hardly stop to think whether this is really necessary - let alone if it should be the goal of conversational AI.
A matter of understanding
One thing's for sure: there is a lot of research out there that connects human likeness to trust. But there's one thing that's typically missing from those studies: whether the chatbot understood the user or not. An interesting omission, given that bots, like humans, often fail to understand what's asked of them!
We collaborated with Asbjørn Følstad from SINTEF and Effie Law from Durham University to tackle the myth of human likeness, and introduce conversational breakdown to the mix. Let's cut straight to the results, but if you'd like to read more about the study setup and literature, you can find the paper (published at NordiCHI'22!) here.
How to make chatbots more human?
So, first things first: when the chatbot does not understand the user (and repeating the question doesn't help), trust drops radically. And, much to research's surprise, it does not matter if the bot is humanlike or not.
However, if the chatbot is able to understand the user after they rephrase or ask again, something interesting happens: trust doesn't drop that much. In fact, trust is about the same as when the chatbot understood the user immediately.
In other words: if you provide repair, trust is the same as if no breakdown occurred at all. That's extremely powerful! In fact, it's so powerful that the impact of human likeness fades in comparison.
So, practically, what does that mean for you?
-
Build repair into your conversations: Repair is going to help your chatbot save trust, even when it makes mistakes. At the end of the day, your customers come to your chatbot to get help: so make sure that they get it.
-
Do not spend time on human likeness at the cost of repair: "So we should not care about human likeness at all?" Well, no, that's not what we're saying either. But if you have to choose between spending time on designing human likeness or spending it on building repair, please focus on the repair first. Human likeness may be desirable for other reasons - branding, for example - but know how to prioritize it.
Luckily, we have a great course to help you focus on what's important: building conversational repair into your chatbot's conversations. Check it out here!
