Predicting user frustration during interaction with conversational systems

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Khadija Essaied, Sehl Mellouli, Richard Khoury

Published: 01 Jan 2024, Last Modified: 15 Oct 2025AMCIS 2024EveryoneRevisionsBibTeXCC BY-SA 4.0
Abstract: This research project is focused on identifying and understanding the factors that contribute to user frustration during interactions with conversational systems, utilizing the computer user frustration model. It utilizes focus groups as a qualitative method to gather insights that could improve the design and user interaction of CSs. The anticipated contribution of the study is to provide significant theoretical and practical insights, aimed at enhancing our understanding of the underlying causes of user frustration and aiding in the development of more engaging and user-centered conversational systems.