HFEPX · Eval paper review

Mind the Style: Impact of Communication Style on Human-Chatbot Interaction

Erik Derner, Dalibor Kučera, Aditya Gulati, Ayoub Bagheri +1 more

Published

Feb 19, 2026

Citations

Trust level

Low

Usefulness score

25/100 (Low)

Extraction confidence

45% (Low)

Derived from extracted protocol signals and abstract evidence.

Rater population

Not reported

Signals refreshed

Aug 21, 2026

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Should you rely on this paper?

This paper is adjacent to HFEPX scope and is best used for background context, not as a primary protocol reference.

Use this as background context only. Do not make protocol decisions from this page alone.

Low-signal caution for protocol decisions

Use this page for context, then validate protocol choices against stronger HFEPX references before implementation decisions.

The available metadata is too thin to trust this as a primary source.

Best use

Background context only

Use if you need

A secondary eval reference to pair with stronger protocol papers.

What to verify

Validate the evaluation procedure and quality controls in the full paper before operational use.

Main weakness

The available metadata is too thin to trust this as a primary source.

Human feedback signal

Not explicit

Not explicit in abstract metadata

Evaluation signal

Detected

Eval setup described

Usefulness for eval research

25/100

Adjacent candidate

Treat as adjacent context, not a core eval-method reference.

If you are doing eval pipeline work, start here

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Abstract

Conversational agents increasingly mediate everyday digital interactions, yet the effects of their communication style on user experience and task success remain insufficiently understood. Addressing this gap, we report a between-subject user study in which participants interacted with one of two versions of a chatbot called NAVI, which assisted them in an interactive map-based 2D navigation task. The two chatbot versions were designed to differ primarily in communication style: one used a friendly and supportive tone, while the other used a direct and task-focused tone. We also included a control condition where participants did not interact with a chatbot but received the step-by-step navigation instructions. The friendly chatbot significantly increased users' communication satisfaction and was associated with higher task success than the direct chatbot. However, participants in the control condition achieved the highest task success overall, suggesting that chatbot interaction may introduce overhead in tasks that can be completed effectively using straightforward instructions. We did not find significant evidence that gender moderated the effects of communication style, although exploratory gender-stratified analyses suggested patterns that warrant further investigation. Finally, we found limited evidence of global linguistic accommodation, with only selective feature-level alignment. These findings suggest that chatbot communication style influences users' perceptions of conversational agents and may improve performance relative to less supportive chatbot designs, but the overall value of chatbot interaction depends on the task context. The study highlights the need for task-sensitive, transparent and carefully evaluated communication-style choices in conversational-agent design.

What we could verify

These are the protocol signals we could actually recover from the available paper metadata. Use them to decide whether this paper is worth deeper reading.