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 contribution

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
CountryUnited States
CityHonolulu
Period25/04/2030/04/20

Keywords

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

Cite this

Li, C. H., Yeh, S. F., Chang, T. J., Tsai, M. H., Chen, K., & Chang, Y. J. (2020). A Conversation Analysis of Non-Progress and Coping Strategies with a Banking Task-Oriented Chatbot. In CHI 2020 - Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems [3376209] (Conference on Human Factors in Computing Systems - Proceedings). Association for Computing Machinery. https://doi.org/10.1145/3313831.3376209