"What can I help you with?": infrequent users' experiences of intelligent personal assistants

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dc.contributor.author Cowan, Benjamin R.
dc.contributor.author Pantidi, Nadia
dc.contributor.author Coyle, David
dc.contributor.author Morrissey, Kellie
dc.contributor.author Clarke, Peter
dc.contributor.author Al-Shehri, Sara
dc.contributor.author Earley, David
dc.contributor.author Bandeira, Natasha
dc.date.accessioned 2019-07-26T09:08:07Z
dc.date.available 2019-07-26T09:08:07Z
dc.date.issued 2017-09
dc.identifier.citation Cowan, B. R., Pantidi, N., Coyle, D., Morrissey, K., Clarke, P., Al-Shehri, S., Earley, D. and Bandeira, N. (2017) '"What can I help you with?": infrequent users' experiences of intelligent personal assistants', MobileHCI '17: Proceedings of the 19th International Conference on Human-Computer Interaction with Mobile Devices and Services, Vienna, Austria, 4-7 September, Article 43 (12pp). doi: 10.1145/3098279.3098539 en
dc.identifier.startpage 1 en
dc.identifier.endpage 12 en
dc.identifier.isbn 978-1-4503-5075-4
dc.identifier.uri http://hdl.handle.net/10468/8253
dc.identifier.doi 10.1145/3098279.3098539 en
dc.description.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. en
dc.description.sponsorship University College Dublin (Seed Funding Scheme SF1191); H.W. Wilson Foundation (R12327) en
dc.format.mimetype application/pdf en
dc.language.iso en en
dc.publisher Association for Computing Machinery (ACM) en
dc.relation.ispartof MobileHCI '17: Proceedings of the 19th International Conference on Human-Computer Interaction with Mobile Devices and Services
dc.relation.uri https://mobilehci.acm.org/2017/
dc.rights © 2017, Association for Computing Machinery. This is the author's version of the work. It is posted here for your personal use. Not for redistribution. The definitive Version of Record was published in MobileHCI '17: Proceedings of the 19th International Conference on Human-Computer Interaction with Mobile Devices and Services: https://dx.doi.org/10.1145/3098279.3098539 en
dc.subject Speech interfaces en
dc.subject User experience en
dc.subject Trust en
dc.subject Privacy en
dc.subject Intelligent Personal Assistants en
dc.title "What can I help you with?": infrequent users' experiences of intelligent personal assistants en
dc.type Conference item en
dc.internal.authorcontactother Nadia Pantidi, Applied Psychology, University College Cork, Cork, Ireland. +353-21-490-3000 Email: konstantia.pantidi@ucc.ie en
dc.internal.availability Full text available en
dc.date.updated 2019-07-26T08:56:31Z
dc.description.version Accepted Version en
dc.internal.rssid 494266952
dc.contributor.funder University College Dublin en
dc.contributor.funder H.W. Wilson Foundation en
dc.description.status Peer reviewed en
dc.internal.copyrightchecked Yes
dc.internal.licenseacceptance Yes en
dc.internal.conferencelocation Vienna, Austria en
dc.internal.IRISemailaddress konstantia.pantidi@ucc.ie en
dc.identifier.articleid 43 en


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