Understanding User Perceptions of Response Delays in Crowd-Powered Conversational Systems

Abstract

Crowd-powered conversational systems (CPCS) are gaining considerable attention for their potential utility in a variety of application domains, for which automated conversational interfaces are still too limited. CPCS currently suffer from long response delays, which hampers their potential as conversational partners. The majority of prior work in this area has focused on demonstrating the feasibility of the approach and improving performance, while evaluation studies have primarily focused on response latency and ways to reduce it. Relatively little is currently known about how response delays in a CPCS can affect user experience. While the importance of reducing response latency is widely recognized in the broader field of human-computer interaction, little attention has been paid to how response quality, response delay, conversational context, and the complexity of the task affect how users experience the conversation, and how they perceive waiting for responses in particular. We conducted a between-subjects experiment (N = 478), to examine the influence of these four factors on the overall waiting experience of users. Results show that users 1) evaluated the waiting experience more negatively when the response delay was longer than 8 seconds, 2) underestimated the elapsed time but experienced more frustration in tasks with high complexity, 3) underestimated the elapsed time and experienced less frustration with high quality bot's utterances, 4) judged response delays to be slightly longer, and experienced more frustration in an emotion-centric CPCS compared to a task-centric CPCS. Our insights can inform the design of future CPCSs with regards to defining performance requirements and anticipating their potential impact on the user experience they can facilitate.