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

研究成果: Conference contribution同行評審


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.

主出版物標題CHI 2020 - Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems
發行者Association for Computing Machinery
出版狀態Published - 21 四月 2020
事件2020 ACM CHI Conference on Human Factors in Computing Systems, CHI 2020 - Honolulu, United States
持續時間: 25 四月 202030 四月 2020


名字Conference on Human Factors in Computing Systems - Proceedings


Conference2020 ACM CHI Conference on Human Factors in Computing Systems, CHI 2020
國家United States