Listening to the Voices: Describing Ethical Caveats of Conversational User Interfaces According to Experts and Frequent Users
CoRR(2024)
摘要
Advances in natural language processing and understanding have led to a rapid
growth in the popularity of conversational user interfaces (CUIs). While CUIs
introduce novel benefits, they also yield risks that may exploit people's
trust. Although research looking at unethical design deployed through graphical
user interfaces (GUIs) established a thorough understanding of so-called dark
patterns, there is a need to continue this discourse within the CUI community
to understand potentially problematic interactions. Addressing this gap, we
interviewed 27 participants from three cohorts: researchers, practitioners, and
frequent users of CUIs. Applying thematic analysis, we construct five themes
reflecting each cohort's insights about ethical design challenges and introduce
the CUI Expectation Cycle, bridging system capabilities and user expectations
while considering each theme's ethical caveats. This research aims to inform
future development of CUIs to consider ethical constraints while adopting a
human-centred approach.
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