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Conversational AI chatbots are transforming industries by streamlining customer service, automating transactions, and enhancing user engagement. However, evaluating these systems remains a challenge, particularly in financial services,…
Large Language Models (LLMs) have significantly advanced user-bot interactions, enabling more complex and coherent dialogues. However, the prevalent text-only modality might not fully exploit the potential for effective user engagement.…
The development of believable, natural, and interactive digital artificial agents is a field of growing interest. Theoretical uncertainties and technical barriers present considerable challenges to the field, particularly with regards to…
Emojis have become ubiquitous in online communication, serving as a universal medium to convey emotions and decorative elements. Their widespread use transcends language and cultural barriers, enhancing understanding and fostering more…
As Large Language Models (LLMs) are increasingly deployed in customer-facing applications, a critical yet underexplored question is how users communicate differently with LLM chatbots compared to human agent. In this study, we present…
Sycophancy, the tendency of LLM-based chatbots to express excessive agreement with their users, even when inappropriate, is emerging as a significant risk in human-AI interactions. However, the extent to which this affects human-LLM…
People experiencing severe distress increasingly use Large Language Model (LLM) chatbots as mental health support tools. Discussions on social media have described how engagements were lifesaving for some, but evidence suggests that…
Despite growing recognition that responsible AI requires domain knowledge, current work on conversational AI primarily draws on clinical expertise that prioritises diagnosis and intervention. However, much of everyday emotional support…
With the rapid expansion of large language model (LLM) applications, there is an emerging shift in the role of LLM-based AI chatbots from serving merely as general inquiry tools to acting as professional service agents. However, current…
Large Language Models (LLMs) have demonstrated remarkable abilities across numerous disciplines, primarily assessed through tasks in language generation, knowledge utilization, and complex reasoning. However, their alignment with human…
With the advancement of large language models (LLMs), the focus in Conversational AI has shifted from merely generating coherent and relevant responses to tackling more complex challenges, such as personalizing dialogue systems. In an…
Chatbot has become an important solution to rapidly increasing customer care demands on social media in recent years. However, current work on chatbot for customer care ignores a key to impact user experience - tones. In this work, we…
Conversational LLMs function as black box systems, leaving users guessing about why they see the output they do. This lack of transparency is potentially problematic, especially given concerns around bias and truthfulness. To address this…
Recent studies have discussed how users are increasingly using conversational AI systems, powered by LLMs, for information seeking, decision support, and even emotional support. However, these macro-level observations offer limited insight…
This study investigates the elicitation of empathy toward a third party through interaction with social agents. Participants engaged with either a physical robot or a voice-enabled chatbot, both driven by a large language model (LLM)…
Recent advances in large language models (LLMs) have enabled the creation of highly effective chatbots. However, the compute costs of widely deploying LLMs have raised questions about profitability. Companies have proposed exploring…
Software development is a cognitively intensive process requiring multitasking, adherence to evolving workflows, and continuous learning. With the rise of large language model (LLM)-based tools, such as conversational agents (CAs), there is…
The integration of Large Language Models (LLMs) and chatbots introduces new challenges and opportunities for decision-making in software testing. Decision-making relies on a variety of information, including code, requirements…
Healthcare systems around the world are grappling with issues like inefficient diagnostics, rising costs, and limited access to specialists. These problems often lead to delays in treatment and poor health outcomes. Most current AI and deep…
AI companion chatbots, such as those offered by Replika and CharacterAI, increasingly function as always-available companions that provide empathy, validation, and support. While these systems appear to meet basic needs for connection,…