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The past four years have seen the rise of conversational agents
(CAs) in everyday life. Apple, Microsoft, Amazon, Google
and Facebook have all embedded proprietary CAs within their
software and, increasingly, conversation is becoming a key
mode of human-computer interaction. Whilst we have long
been familiar with the notion of computers that speak, the
investigative concern within HCI has been upon
multimodality rather than dialogue alone, and there is no
sense of how such interfaces are used in everyday life. This
paper reports the findings of interviews with 14 users of CAs
in an effort to understand the current interactional factors
affecting everyday use. We find user expectations
dramatically out of step with the operation of the systems,
particularly in terms of known machine intelligence, system
capability and goals. Using Norman's ‘gulfs of execution and
evaluation’ [30] we consider the implications of these findings
for the design of future systems.