TY - UNPB
T1 - In private, secure, conversational FinBots we trust
AU - Ng, Magdalene
AU - Coopamootoo, Kovila P. L.
AU - Spiliotopoulos, Tasos
AU - Horsfall, Dave
AU - Aitken, Mhairi
AU - Toreini, Ehsan
AU - Elliott, Karen
AU - Moorsel, Aad van
N1 - Proceedings of the CHI 2021 Workshop on Let's Talk About CUIs: Putting Conversational User Interface Design into Practice, May 8, 2021 in Yokohama, Japan
PY - 2022/4/21
Y1 - 2022/4/21
N2 - In the past decade, the financial industry has experienced a technology revolution. While we witness a rapid introduction of conversational bots for financial services, there is a lack of understanding of conversational user interfaces (CUI) features in this domain. The finance industry also deals with highly sensitive information and monetary transactions, presenting a challenge for developers and financial providers. Through a study on how to design text-based conversational financial interfaces with N=410 participants, we outline user requirements of trustworthy CUI design for financial bots. We posit that, in the context of Finance, bot privacy and security assurances outweigh conversational capability and postulate implications of these findings. This work acts as a resource on how to design trustworthy FinBots and demonstrates how automated financial advisors can be transformed into trusted everyday devices, capable of supporting users' daily financial activities.
AB - In the past decade, the financial industry has experienced a technology revolution. While we witness a rapid introduction of conversational bots for financial services, there is a lack of understanding of conversational user interfaces (CUI) features in this domain. The finance industry also deals with highly sensitive information and monetary transactions, presenting a challenge for developers and financial providers. Through a study on how to design text-based conversational financial interfaces with N=410 participants, we outline user requirements of trustworthy CUI design for financial bots. We posit that, in the context of Finance, bot privacy and security assurances outweigh conversational capability and postulate implications of these findings. This work acts as a resource on how to design trustworthy FinBots and demonstrates how automated financial advisors can be transformed into trusted everyday devices, capable of supporting users' daily financial activities.
KW - cs.CR
KW - cs.HC
U2 - 10.48550/arXiv.2204.10344
DO - 10.48550/arXiv.2204.10344
M3 - Preprint
BT - In private, secure, conversational FinBots we trust
PB - arXiv
ER -