When there is no progress with a task-oriented chatbot: A conversation analysis

Chi Hsun Li, Ken Chen, Yung-Ju Chang

研究成果: Conference contribution同行評審

10 引文 斯高帕斯(Scopus)

摘要

Task-oriented chatbots are increasingly prevalent in our daily life. Research effort has been devoted to advancing our understanding of users' interaction with conversational agents, including conversation breakdowns. However, most research attempts were limited to obversions from a relatively short duration of user interaction with chatbots, where users were aware of being studied. In this study, we conducted a conversation analysis on a three-month conversation log of users conversing with a chatbot of a banking institution. The log consisted of 1,837 users' conversations with this chatbot with 19,449 message exchanges. From this analysis, we show that users more often failed to make a progress in a conversation when they requested information than when they provided information. Furthermore, we uncovered five kinds of intention gaps unexpected to the chatbot, and five major behaviors users adopted to cope with non-progress.

原文English
主出版物標題Proceedings of the 21st International Conference on Human-Computer Interaction with Mobile Devices and Services, MobileHCI 2019
發行者Association for Computing Machinery, Inc
ISBN(電子)9781450368254
DOIs
出版狀態Published - 1 10月 2019
事件21st International Conference on Human-Computer Interaction with Mobile Devices and Services, MobileHCI 2019 - Taipei, Taiwan
持續時間: 1 10月 20194 10月 2019

出版系列

名字Proceedings of the 21st International Conference on Human-Computer Interaction with Mobile Devices and Services, MobileHCI 2019

Conference

Conference21st International Conference on Human-Computer Interaction with Mobile Devices and Services, MobileHCI 2019
國家/地區Taiwan
城市Taipei
期間1/10/194/10/19

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