# How should my chatbot interact? A survey on human-chatbot interaction design

arXiv: https://arxiv.org/abs/1904.02743 · HTML: https://mlsanity.com/paper/1904.02743/

## Key facts

- Cited by 56 papers in the map (data through 14 Oct 2026).
- First posted on arXiv 4 Apr 2019.

## Built on by (most cited first, 30 of 56)

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- [SaudiCulture: A Benchmark for Evaluating Large Language Models Cultural Competence within Saudi Arabia](https://mlsanity.com/paper/2503.17485/) (2025)
- [MedGPTEval: A Dataset and Benchmark to Evaluate Responses of Large Language Models in Medicine](https://mlsanity.com/paper/2305.07340/) (2023)
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- [Neural Generation Meets Real People: Building a Social, Informative Open-Domain Dialogue Agent](https://mlsanity.com/paper/2207.12021/) (2022)

## Abstract (arXiv)

Chatbots' growing popularity has brought new challenges to HCI, having changed the patterns of human interactions with computers. The increasing need to approximate conversational interaction styles raises expectations for chatbots to present social behaviors that are habitual in human-human communication. In this survey, we argue that chatbots should be enriched with social characteristics that cohere with users' expectations, ultimately avoiding frustration and dissatisfaction. We bring together the literature on disembodied, text-based chatbots to derive a conceptual model of social characteristics for chatbots. We analyzed 56 papers from various domains to understand how social characteristics can benefit human-chatbot interactions and identify the challenges and strategies to designing them. Additionally, we discussed how characteristics may influence one another. Our results provide relevant opportunities to both researchers and designers to advance human-chatbot interactions.