Advances in natural language processing and understanding have led to a rapid growth in the popularity of conversational user interfaces (CUIs). While CUIs introduce novel benefits, they also yield risks that may exploit people’s trust. Although research looking at unethical design deployed through graphical user interfaces (GUIs) established a thorough understanding of so-called dark patterns, there is a need to continue this discourse within the CUI community to understand potentially problematic interactions. Addressing this gap, we interviewed 27 participants from three cohorts: researchers, practitioners, and frequent users of CUIs.
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Listening to the Voices: Describing Ethical Caveats of Conversational User Interfaces According to Experts and Frequent Users
Future development of CUIs are informed to consider ethical constraints while adopting a human-centred approach and the CUI Expectation Cycle is introduced, bridging system capabilities and user expectations while considering each theme’s ethical caveats.