Conversational agents (CAs), which communicate naturally with humans, are being developed and employed for a variety of tasks. Interactions between humans and CAs induce affect, which is vital to the adoption and performance of CAs. Yet, there is a lack of cumulative understanding of existing research on affect in human-CA interaction. Motivated thus, this article presents a systematic review of empirical IS and HCI studies on such affect, its antecedents and consequences. Besides conducting descriptive analysis of the studies, we also divide them into two broad categories – emotion-related, and those related to other (more persistent) affective responses. We present organizing frameworks for both categories, which complement each other. Through the review and frameworks, we contribute towards attaining a holistic understanding of extant research on human-CA interaction, identifying gaps in prior knowledge, and outlining future research directions. Last, we describe our plan for extending this work to gain additional insights.
Cui, Wei and Kankanhalli, Atreyi, "Affect between Humans and Conversational Agents: A Review and Organizing Frameworks" (2023). PACIS 2023 Proceedings. 58.
When commenting on articles, please be friendly, welcoming, respectful and abide by the AIS eLibrary Discussion Thread Code of Conduct posted here.