AI-powered technology is continuously expanding its capabilities, leading to high user expectations. Incongruities between expectations and how technical artefacts work in practice can lead to feelings of creepiness. Hence, there is a need to build an understanding of how people experience different types of AI-powered technologies. To this end, we conducted a mixed-method study (n = 20) including video observations and interviews to explore users’ perception of and interaction with two distinct AI interfaces: Furhat and ChatGPT. Using a predefined prompt, we facilitated conversations on personal topics between the user and the technology. Our initial findings underscore the role of user expectations and intentionality in AI design, emphasising AI designers’ need to holistically consider user expectations to design positive experiences. Enhancing our understanding of user expectations during AI interactions aims to foster positive experiences and prevent interactions from being perceived as creepy or unsettling.
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Exploring User Expectations and Perceived Creepiness in AI: A Study on Furhat and ChatGPT
OpenAlex · AI in Service Interactions · 2024
Abstract
AI-powered technology is continuously expanding its capabilities, leading to high user expectations. Incongruities between expectations and how technical artefacts work in practice can lead to feelings of creepiness. Hence, there is a need to build an understanding of how people experience different types of AI-powered technologies. To this end, we conducted a mixed-method study (n = 20) including video observations and interviews to explore users’ perception of and interaction with two distinct AI interfaces: Furhat and ChatGPT. Using a predefined prompt, we facilitated conversations on personal topics between the user and the technology. Our initial findings underscore the role of user expectations and intentionality in AI design, emphasising AI designers’ need to holistically consider user expectations to design positive experiences. Enhancing our understanding of user expectations during AI interactions aims to foster positive experiences and prevent interactions from being perceived as creepy or unsettling.