A Taxonomy of Social Cues for Conversational Agents

When using the taxonomy, please cite as Feine, J., Gnewuch U., Morana S. and Maedche A. (2019): “A Taxonomy of Social Cues for Conversational Agents” International Journal of Human-Computer Studies. To read the paper, please click here.

Social cue: Buttons
Communication system: Visual
Cue category: CMC
Cue Description
"Chatbot offers preset answer options with which users can conveniently and quickly respond in the interaction"
Cue example
Simple buttons that can be clicked or touched instead of writing a response
Cue impact
Buttons reduced perceived humanness and social presence yet did not significantly increase service satisfaction (Diederich 2019).