Chatbots as Communication Tool in Messengers: the Special Aspect of Users' Perception

This paper explores the users’ perception of the chatbots and the communication with this kind of program.  The users’ understanding and their attitudes towards chatbots were examined with the framework of the theory of social formation of the technology (Williams, 1997) and Actor-network theory the development and implementation of the chatbots This theoretical approach allowed the researcher deeper understanding of the factors influencing users’ perception. Two qualitative methods were exploited: the case study of two chatbots, that allow a natural conversation with users, and the interview with the chatbots users. We find that participants evaluating their conversation with chatbots poses the different understanding from what they have with other users. Moreover, based on their experience users perceive chatbot not as a program, or app, but as a communication partner. However, users still connect their understanding of the chatbot with technologies and this leads to special expectations they have. Thinking about the chatbot as a technology people expect the chatbot to be either usefull or surpass people’s abilities. These results also highlight a disconnect between users’ perception of the interactions with chatbot and the companies understanding the role of the chatbots.  We conclude that there is no standards or common sense associated with chatbot use thus the companies have the possibility to maintain the unique image and sense of the technology that will not copy human behavior but provide the unique experience for the users.