What Makes a Good Conversation? Challenges in Designing Truly Conversational Agents

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Title: What Makes a Good Conversation? Challenges in Designing Truly Conversational Agents
Authors: Clark, Leigh
Pantidi, Nadia
Cooney, Orla
Garaialde, Diego
Edwards, Justin
Cowan, Benjamin R.
et al.
Permanent link: http://hdl.handle.net/10197/10307
Date: 9-May-2019
Online since: 2019-05-07T10:37:05Z
Abstract: Conversational agents promise conversational interaction but fail to deliver. Efforts often emulate functional rules from human speech, without considering key characteristics that conversation must encapsulate. Given its potential in supporting long-term human-agent relationships, it is paramount that HCI focuses efforts on delivering this promise. We aim to understand what people value in conversation and how this should manifest in agents. Findings from a series of semi-structured interviews show people make a clear dichotomy between social and functional roles of conversation, emphasising the long-term dynamics of bond and trust along with the importance of context and relationship stage in the types of conversations they have. People fundamentally questioned the need for bond and common ground in agent communication, shifting to more utilitarian definitions of conversational qualities. Drawing on these findings we discuss key challenges for conversational agent design, most notably the need to redefine the design parameters for conversational agent interaction.
Funding Details: Irish Research Council
Type of material: Conference Publication
Publisher: ACM
Copyright (published version): 2019 the Authors
Keywords: Conversational agentsSpeech HCISpoken dialogue systemsVoice user interface designInterviews
DOI: 10.1145/3290605.3300705
R17339
Other versions: http://chi2019.acm.org/
Language: en
Status of Item: Peer reviewed
Conference Details: The 2019 ACM CHI Conference on Human Factors in Computing Systems (CHI 2019) Glasgow, United Kingdom, 4-9 May 2019
ISBN: 978-1-4503-5970-2/19/05
Appears in Collections:Information and Communication Studies Research Collection

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