Analysis of User Interaction with Service Oriented Chatbot Systems

  • Marie-Claire Jenkins
  • Richard Churchill
  • Stephen Cox
  • Dan Smith
Conference paper

DOI: 10.1007/978-3-540-73110-8_9

Volume 4552 of the book series Lecture Notes in Computer Science (LNCS)
Cite this paper as:
Jenkins MC., Churchill R., Cox S., Smith D. (2007) Analysis of User Interaction with Service Oriented Chatbot Systems. In: Jacko J.A. (eds) Human-Computer Interaction. HCI Intelligent Multimodal Interaction Environments. HCI 2007. Lecture Notes in Computer Science, vol 4552. Springer, Berlin, Heidelberg

Abstract

Service oriented chatbot systems are designed to help users access information from a website more easily. The system uses natural language responses to deliver the relevant information, acting like a customer service representative. In order to understand what users expect from such a system and how they interact with it we carried out two experiments which highlighted different aspects of interaction. We observed the communication between humans and the chatbots, and then between humans, applying the same methods in both cases. These findings have enabled us to focus on aspects of the system which directly affect the user, meaning that we can further develop a realistic and helpful chatbot.

Keywords

human-computer interaction chatbot question-answering communication intelligent system natural language dialogue 

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Copyright information

© Springer-Verlag Berlin Heidelberg 2007

Authors and Affiliations

  • Marie-Claire Jenkins
    • 1
  • Richard Churchill
    • 1
  • Stephen Cox
    • 1
  • Dan Smith
    • 1
  1. 1.University of East-Anglia, School of Computer Science, NorwichUK