Why Don’t Conversational Agents Work Like Teammates Yet?

CHI 2024 Honorable Mention Award

Research question: What forms of autonomy, context awareness, and information control would a proactive conversational agent need to collaborate responsibly with people?

My RoleResearcher and co-author

I contributed to the literature review and theoretical framing, coded the video transcript using the DiCoT framework, and supported the comparative analysis and development of the figures. As co-author, I also wrote sections of the paper.

Project ContextCHI 2024 paper and research roadmap

Using design fiction and three analytical frameworks, we classified agent capabilities and translated the barriers into guidance for building more capable and trusted non-human teammates.

Key ResultBuild a teammate, not a human imitation

Agents should support people as teammates while remaining distinctly non-human. That requires privacy boundaries, calibrated trust, social acceptability, technical feasibility, and a viable business model.

Method

01Map the interaction

Logged dialogue, actions, speakers, timestamps, and triggers from the Knowledge Navigator video.

02Compare capabilities

Classified each capability as common today, technically possible but uncommon, or not yet feasible.

03Examine power

Compared Phil and Siri through autonomy, interruption, contextual awareness, information control, and multi-human collaboration.

DiCoT Data Analysis

Analysis of Agent Capabilities

Analysis of Power Relations

Sample event log connecting dialogue, behavior, action, and trigger
TimeActorSpeechActionTrigger
0:34PhilYou have three messages: your research team, a student requesting an extension, and your mother.Phil speaks with lifelike mouth movements.Mike opens the KN tablet and authenticates. Phil begins with message review.
0:47No actor specifiedNo speechMike taps Phil to make him stop talking.Mike had a new thought, presumably based on mention of father.
0:49MikeSurprise birthday party next Sunday.Mike adds a calendar event. Phil does not acknowledge.Phil may or may not encode the party as for Mike's father.

An example from the spreadsheet used to document and code dialogue, actions, and triggers.

Findings

Finding 01

Information Flow

01Speech carries coordination

Two-way auditory exchange makes dialogue the primary channel for coordinating the interaction.

02Touch becomes a control channel

Mike’s haptic actions stop or redirect Phil, giving the user a direct way to manage agent behavior.

03Visual output broadens feedback

Phil’s displays complement speech, letting the agent communicate without relying on dialogue alone.

Mike and Phil coordinated through speech, touch, and visual displays, using different channels to direct, interrupt, and respond.

Finding 02

Agent Capabilities

01

Privacy

  • Situation awareness
  • Knowledge of user history
  • Knowledge of user
02

Social and Situational

  • Human-like appearance
  • Voice UI
  • Manages communication and schedule
03

Technological

  • Knowledge of user history
  • Knowledge of user
  • Manages communication and schedule
  • Smart display management
  • Analytic ability
04

Trust and Perceived Reliability

  • Conversational ability
  • Analytic ability
  • Smart display management

Phil combines contextual awareness, initiative, sustained dialogue, and multi-human participation, while Siri remains reactive and user-directed.

Comparison of collaborative capabilities in Phil from Knowledge Navigator and Siri
CapabilityPhil Knowledge NavigatorSiri
Team typeSingle agent / multi-humanSingle agent / single human
Agent typeCompanion, advisorCompanion
Intelligence levelOperator state responsive, operator predictiveContext responsive
Autonomy levelAssistant, associate, partnerServant, assistant
Control modeAgent-initiated, adaptiveSupervisory
InterdependenceHighLow
InteractionDialogue levelDirect input
TimingReal timeTurn-based

Phil acts as a proactive collaborator, while Siri remains a reactive assistant.

Product consequence: A collaborative agent must maintain context and coordinate across people, not simply respond to isolated commands.

Finding 03

Power Relations

Phil’s greater initiative is not only a capability upgrade. It changes who decides what information enters the interaction, when interruptions happen, and how work is coordinated. More capable agents therefore need clear controls for interruption, information access, and user override.

Power-relations comparison between Phil and Siri
Power dimensionPhil Knowledge NavigatorSiri
Information-sharing prowess and initiativeHigherLower
Appropriate and accepted interruption
Awareness of user preferences
Interaction skills with non-human entities
Business modelNovelEstablished

Phil shows greater initiative, interruption control, user awareness, and interaction range than Siri.

Product consequence: Increasing autonomy must be paired with transparent boundaries that let people understand and adjust the agent’s control.

Lessons Learned

Capability alone does not create a trustworthy teammate.

Capability and acceptability must be evaluated together because greater autonomy redistributes power over interruptions, information, and coordination. Cross-checking DiCoT, HAT, and current HCI research strengthened the interpretation and produced a roadmap spanning privacy, social and situational fit, trust and perceived reliability, technical feasibility, and the business case. The study also identified a need for language that describes these agents without forcing them into human social-role metaphors.

What I would study next

I would test whether adjustable agent initiative and clear interruption controls help multi-person teams preserve control without losing coordination.

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