Cultural di erences in communicating with chatbots
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2021-06-18
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en
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Abstract
Many studies have shown that communication varies across countries. With
technology becoming increasingly prevalent, it is necessary to nd the best
way for machines to communicate with humans. This is especially the case
for conversational tools such as chatbots. This pilot study researches to what
extent cultural di erences in human-human interactions apply to humancomputer
interaction. To this end, we will focus on E. Hall's concept of
high and low context culture. Two chatbots, that vary in their capacity
for high- and low-context interaction style, have been created and tested
on persons from di erent cultural backgrounds, namely Morocco and the
Netherlands. This has been done using the self-assessment manikin (SAM)
and questionnaires. The results indicate that Moroccan participants show
a relatively strong preference for the HC chatbot while Dutch participants
show a much more neutral and similar approach to both chatbots. The
results are promising and suggest that culture is an aspect to take into
account to build more inclusive technology.
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Faculteit der Sociale Wetenschappen