From Human-to-Human to Human-to-Bot Conversations in Software Engineering

Software developers use natural language to interact not only with other humans, but increasingly also with chatbots. These interactions have different properties and flow differently based on what goal the developer wants to achieve and who they interact with. In this paper, we aim to understand the dynamics of conversations that occur during modern software development after the integration of AI and chatbots, enabling a deeper recognition of the advantages and disadvantages of including chatbot interactions in addition to human conversations in collaborative work. We compile existing conversation attributes with humans and NLU-based chatbots and adapt them to the context of software development. Then, we extend the comparison to include LLM-powered chatbots based on an observational study. We present similarities and differences between human-to-human and human-to-bot conversations, also distinguishing between NLU- and LLM-based chatbots. Furthermore, we discuss how understanding the differences among the conversation styles guides the developer on how to shape their expectations from a conversation and consequently support the communication within a software team. We conclude that the recent conversation styles that we observe with LLM-chatbots can not replace conversations with humans due to certain attributes regarding social aspects despite their ability to support productivity and decrease the developers' mental load.

Beyond Code Generation: An Observational Study of ChatGPT Usage in Software Engineering Practice

Large Language Models (LLMs) are frequently discussed in academia and the general public as support tools for virtually any use case that relies on the production of text, including software engineering. Currently there is much debate, but little empirical evidence, regarding the practical usefulness of LLM-based tools such as ChatGPT for engineers in industry. We conduct an observational study of 24 professional software engineers who have been using ChatGPT over a period of one week in their jobs, and qualitatively analyse their dialogues with the chatbot as well as their overall experience (as captured by an exit survey). We find that, rather than expecting ChatGPT to generate ready-to-use software artifacts (e.g., code), practitioners more often use ChatGPT to receive guidance on how to solve their tasks or learn about a topic in more abstract terms. We also propose a theoretical framework for how (i) purpose of the interaction, (ii) internal factors (e.g., the user's personality), and (iii) external factors (e.g., company policy) together shape the experience (in terms of perceived usefulness and trust). We envision that our framework can be used by future research to further the academic discussion on LLM usage by software engineering practitioners, and to serve as a reference point for the design of future empirical LLM research in this domain.