Conference Paper/Proceeding/Abstract 528 views 222 downloads
What Makes a Good Conversation? Challenges in Designing Truly Conversational Agents
Leigh Clark
,
Cosmin Munteanu,
Vincent Wade,
Benjamin R. Cowan,
Nadia Pantidi,
Orla Cooney,
Philip Doyle,
Diego Garaialde,
Justin Edwards,
Brendan Spillane,
Emer Gilmartin,
Christine Murad
Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems - CHI '19, Pages: 1 - 12
Swansea University Author:
Leigh Clark
-
PDF | Accepted Manuscript
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DOI (Published version): 10.1145/3290605.3300705
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 t...
Published in: | Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems - CHI '19 |
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ISBN: | 9781450359702 978-1-4503-5970-2 |
Published: |
New York, New York, USA
ACM Press
2019
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URI: | https://cronfa.swan.ac.uk/Record/cronfa52477 |
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2020-09-25T15:07:26.7778477 v2 52477 2019-10-16 What Makes a Good Conversation? Challenges in Designing Truly Conversational Agents 004ef41b90854a57a498549a462f13a0 0000-0002-9237-1057 Leigh Clark Leigh Clark true false 2019-10-16 SCS 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. Conference Paper/Proceeding/Abstract Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems - CHI '19 1 12 ACM Press New York, New York, USA 9781450359702 978-1-4503-5970-2 Conversational Agents, Speech HCI, Spoken Dialogue Sys- tems, Voice User Interface Design, Interviews 2 5 2019 2019-05-02 10.1145/3290605.3300705 Received CHI 2019 Honourable Mention award. COLLEGE NANME Computer Science COLLEGE CODE SCS Swansea University 2020-09-25T15:07:26.7778477 2019-10-16T17:04:23.6649431 Faculty of Science and Engineering School of Mathematics and Computer Science - Computer Science Leigh Clark 0000-0002-9237-1057 1 Cosmin Munteanu 2 Vincent Wade 3 Benjamin R. Cowan 4 Nadia Pantidi 5 Orla Cooney 6 Philip Doyle 7 Diego Garaialde 8 Justin Edwards 9 Brendan Spillane 10 Emer Gilmartin 11 Christine Murad 12 52477__15656__308f49bce101464eba5b5df526c5c631.pdf 1901.06525.pdf 2019-10-17T13:50:58.0670000 Output 484639 application/pdf Accepted Manuscript true 2019-10-17T00:00:00.0000000 true eng |
title |
What Makes a Good Conversation? Challenges in Designing Truly Conversational Agents |
spellingShingle |
What Makes a Good Conversation? Challenges in Designing Truly Conversational Agents Leigh Clark |
title_short |
What Makes a Good Conversation? Challenges in Designing Truly Conversational Agents |
title_full |
What Makes a Good Conversation? Challenges in Designing Truly Conversational Agents |
title_fullStr |
What Makes a Good Conversation? Challenges in Designing Truly Conversational Agents |
title_full_unstemmed |
What Makes a Good Conversation? Challenges in Designing Truly Conversational Agents |
title_sort |
What Makes a Good Conversation? Challenges in Designing Truly Conversational Agents |
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004ef41b90854a57a498549a462f13a0 |
author_id_fullname_str_mv |
004ef41b90854a57a498549a462f13a0_***_Leigh Clark |
author |
Leigh Clark |
author2 |
Leigh Clark Cosmin Munteanu Vincent Wade Benjamin R. Cowan Nadia Pantidi Orla Cooney Philip Doyle Diego Garaialde Justin Edwards Brendan Spillane Emer Gilmartin Christine Murad |
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Conference Paper/Proceeding/Abstract |
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Proceedings of the 2019 CHI Conference on Human Factors in Computing Systems - CHI '19 |
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Swansea University |
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10.1145/3290605.3300705 |
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ACM Press |
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description |
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. |
published_date |
2019-05-02T04:04:52Z |
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1763753373108011008 |
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11.013776 |