Sharing secrets with agents: improving sensitive disclosures using chatbots

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dc.contributor.authorBuckley, Oliver
dc.contributor.authorNurse, Jason R. C.
dc.contributor.authorWyer, Natalie
dc.contributor.authorDawes, Helen
dc.contributor.authorHodges, Duncan
dc.contributor.authorEarl, Sally
dc.contributor.authorBelen Saglam, Rahime
dc.date.accessioned2021-07-30T10:53:38Z
dc.date.available2021-07-30T10:53:38Z
dc.date.issued2021-07-03
dc.description.abstractThere is an increasing shift towards the use of conversational agents, or chatbots, thanks to their inclusion in consumer hardware (e.g. Alexa, Siri and Google Assistant) and the growing number of essential services moving online. A chatbot allows an organisation to deal with a large volume of user queries with minimal overheads, which in turn allows human operators to deal with more complex issues. In this paper we present our work on maximising responsible, sensitive disclosures to chatbots. The paper focuses on two key studies, the first of which surveyed participants to establish the relative sensitivity of a range of disclosures. From this, we found that participants were equally comfortable making financial disclosures to a chatbot as to a human. The second study looked to support the dynamic personalisation of the chatbot in order to improve the disclosures. This was achieved by exploiting behavioural biometrics (keystroke and mouse dynamics) to identify demographic information about anonymous users. The research highlighted that a fusion approach, combining both keyboard and mouse dynamics, was the most reliable predictor of these biographic characteristics.en_UK
dc.identifier.citationBuckley O, Nurse JRC, Wyer N, et al., (2021) Sharing secrets with agents: improving sensitive disclosures using chatbots. In: In: HCI International 2021 - Posters. HCII 2021, 24-29 July 2021. Communications in Computer and Information Science, Volume 1420, pp. 400-407en_UK
dc.identifier.isbn978-3-030-78641-0
dc.identifier.urihttps://doi.org/10.1007/978-3-030-78642-7_54
dc.identifier.urihttp://dspace.lib.cranfield.ac.uk/handle/1826/16954
dc.language.isoenen_UK
dc.publisherSpringeren_UK
dc.rightsAttribution-NonCommercial 4.0 International*
dc.rights.urihttp://creativecommons.org/licenses/by-nc/4.0/*
dc.subjectChatboten_UK
dc.subjectConversational agenten_UK
dc.subjectDisclosureen_UK
dc.subjectBiometricsen_UK
dc.subjectKeystroke dynamicsen_UK
dc.subjectMouse dynamicsen_UK
dc.subjectInformation inferenceen_UK
dc.titleSharing secrets with agents: improving sensitive disclosures using chatbotsen_UK
dc.typeConference paperen_UK

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