Through advances in their conversational abilities, chatbots have started to request and process an increasing variety of sensitive personal information. The accurate disclosure of sensitive information is essential where it is used to provide advice and support to users in the healthcare and finance sectors. In this study, we explore users' concerns regarding factors associated with the use of sensitive data by chatbot providers. We surveyed a representative sample of 491 British citizens. Our results show that the user concerns focus on deleting personal information and concerns about their data's inappropriate use. We also identified that individuals were concerned about losing control over their data after a conversation with conversational agents. We found no effect from a user's gender or education but did find an effect from the user's age, with those over 45 being more concerned than those under 45. We also considered the factors that engender trust in a chatbot. Our respondents' primary focus was on the chatbot's technical elements, with factors such as the response quality being identified as the most critical factor. We again found no effect from the user's gender or education level; however, when we considered some social factors (e.g. avatars or perceived 'friendliness'), we found those under 45 years old rated these as more important than those over 45. The paper concludes with a discussion of these results within the context of designing inclusive, digital systems that support a wide range of users.
翻译:通过提高谈话能力,聊天爱好者开始要求和处理越来越多的敏感个人信息。准确披露敏感信息在用于向保健和金融部门用户提供咨询和支助方面至关重要。在本研究中,我们探讨了用户对与聊天爱好者使用敏感数据有关的因素的关切。我们调查了491名英国公民的代表性样本。我们的结果显示,用户关注的重点是删除个人信息,并关注其数据使用不当的问题。我们还发现,个人在与谈话代理人谈话后担心失去对其数据的控制。我们发现,用户的性别或教育没有影响,但发现用户年龄的影响,超过45岁的人比45岁的人更关切这些信息和支持。我们还考虑了在聊天爱好者使用敏感数据方面产生信任的因素。我们的答复者的主要重点是聊天爱好者的技术要素,而答复质量被确定为最关键的因素。我们再次发现,用户的性别或教育程度没有产生任何影响;然而,当我们考虑到一些社会因素(例如,45岁以上的用户的性别或教育影响,我们发现,这45岁以上的用户在设计这些数据库中,这些支持程度超过45岁。我们发现,这些文件在数字系统中的价值超过45岁。