Conversational Voice Assistants and a Case Study of Long-Term Users: A Human Information Behaviours Perspective. Issue 3 (3rd July 2022)

• Record Type: Journal Article
• Authors: Mckie, Indra; Narayan, Bhuva; Kocaballi, Baki
• Is Part Of: Journal of the Australian Library & Information Association. Volume 71:Issue 3(2022)
• Page Start: 233
• Page End: 255
• Publication Date: 2022-07-03
• Subjects: Chatbots -- voice assistants -- smart speakers -- conversational information seeking -- human information behaviour; Information science -- Periodicals; Information science -- Australia -- Periodicals; Information science -- Pacific Area -- Periodicals; Library science -- Periodicals; Library science -- Australia -- Periodicals; Library science -- Pacific Area -- Periodicals; Information science; Library science; Australia; Pacific Area; Periodicals; 020.5
• DOI: 10.1080/24750158.2022.2104738
• Languages: English
• ISSNs: 2475-0158

Abstract

ABSTRACT: This paper describes the human information behaviours of long-time users of voice assistants or chatbot software that focuses on voice interaction to retrieve information, and which operate on technologies that use artificial intelligence to understand and act upon the information requests of the user through a conversational interface. The paper reports on a case study based on 10 interviews with adult participants who have used voice assistants in their homes for at least six months. Interviews were semi-structured and focused on connecting to the users' and their family's experiences of using voice assistants in their daily lives. Insights from our findings focus on two areas, how the humanness of voice assistants and their perceived personality affect information retrieval, and secondly, the difficulties in transitioning from text-based information seeking to speech-based interactions. This paper makes a case for expanding human information behaviour studies to include interactive conversational information retrieval devices such as voice assistants.