A Conversation Analysis of Non-Progress and Coping Strategies with a Banking Task-Oriented Chatbot

Chi Hsun Li, Su Fang Yeh, Tang Jie Chang, Meng Hsuan Tsai, Ken Chen, Yung Ju Chang

    Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

    2 Scopus citations

    Abstract

    Task-oriented chatbots are becoming popular alternatives for fulfilling users' needs, but few studies have investigated how users cope with conversational 'non-progress' (NP) in their daily lives. Accordingly, we analyzed a three-month conversation log between 1,685 users and a task-oriented banking chatbot. In this data, we observed 12 types of conversational NP; five types of content that was unexpected and challenging for the chatbot to recognize; and 10 types of coping strategies. Moreover, we identified specific relationships between NP types and strategies, as well as signs that users were about to abandon the chatbot, including 1) three consecutive incidences of NP, 2) consecutive use of message reformulation or switching subjects, and 3) using message reformulation as the final strategy. Based on these findings, we provide design recommendations for task-oriented chatbots, aimed at reducing NP, guiding users through such NP, and improving user experiences to reduce the cessation of chatbot use.

    Original languageEnglish
    Title of host publicationCHI 2020 - Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems
    PublisherAssociation for Computing Machinery
    ISBN (Electronic)9781450367080
    DOIs
    StatePublished - 21 Apr 2020
    Event2020 ACM CHI Conference on Human Factors in Computing Systems, CHI 2020 - Honolulu, United States
    Duration: 25 Apr 202030 Apr 2020

    Publication series

    NameConference on Human Factors in Computing Systems - Proceedings

    Conference

    Conference2020 ACM CHI Conference on Human Factors in Computing Systems, CHI 2020
    Country/TerritoryUnited States
    CityHonolulu
    Period25/04/2030/04/20

    Keywords

    • breakdowns
    • chatbot
    • conversation analysis
    • coping strategies
    • non-progress

    Fingerprint

    Dive into the research topics of 'A Conversation Analysis of Non-Progress and Coping Strategies with a Banking Task-Oriented Chatbot'. Together they form a unique fingerprint.

    Cite this