What Can I Help You With?: Infrequent Users Experiences of Intelligent Personal Assistants

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Title: What Can I Help You With?: Infrequent Users Experiences of Intelligent Personal Assistants
Authors: Cowan, Benjamin R.
Pantidi, Nadia
Coyle, David
Morrissey, Kellie
Clarke, P. (Peter)
Al-Shehri, Sara
Earley, David
Bandeira, Natasha
Permanent link: http://hdl.handle.net/10197/9125
Date: 7-Sep-2017
Abstract: Intelligent Personal Assistants (IPAs) are widely available on devices such as smartphones. However, most people do not use them regularly. Previous research has studied the experiences of frequent IPA users. Using qualitative methods we explore the experience of infrequent users: people who have tried IPAs, but choose not to use them regularly. Unsurprisingly infrequent users share some of the experiences of frequent users, e.g. frustration at limitations on fully hands-free interaction. Significant points of contrast and previously unidentified concerns also emerge. Cultural norms and social embarrassment take on added significance for infrequent users. Humanness of IPAs sparked comparisons with human assistants, juxtaposing their limitations. Most importantly, significant concerns emerged around privacy, monetization, data permanency and transparency. Drawing on these findings we discuss key challenges, including: designing for interruptability; reconsideration of the human metaphor; issues of trust and data ownership. Addressing these challenges may lead to more widespread IPA use.
Funding Details: Science Foundation Ireland
Type of material: Conference Publication
Publisher: ACM
Copyright (published version): 2017 ACM
Keywords: Machine learning;Statistics;Intelligent personal assistants;Speech interfaces;User experience;Trust;Privacy
DOI: 10.1145/3098279.3098539
Language: en
Status of Item: Peer reviewed
Conference Details: The 19th International Conference on Human-Computer Interaction with Mobile Devices and Services, Vienna, Austria, September 4-7 2017
Appears in Collections:UCD Library Staff Research Collection
Insight Research Collection

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