Analysis of User Interaction with Service Oriented Chatbot Systems

  • Marie-Claire Jenkins
  • Richard Churchill
  • Stephen Cox
  • Dan Smith
Part of the Lecture Notes in Computer Science book series (LNCS, volume 4552)

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 

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    Norwich Union, an AVIVA company: http://www.norwichunion.com
  2. 2.
    Microsoft Windows Messenger: http://messenger.msn.com
  3. 3.
    Wallace, R.: ALICE chatbot, http://www.alicebot.org
  4. 4.
    Wallace, R.: The anatomy of ALICE. Artificial Intelligence FoundationGoogle Scholar
  5. 5.
    Reeves, B., Nass, C.: The media equation: how people treat computers, television and new media like real people and places. Cambridge University press, Cambridge (1996)Google Scholar
  6. 6.
    Lin, J., Quan, D., Bakshi, K., Huynh, D., Katz, B., Karger, D.: What makes a good answer? The role of context in question-answering. INTERACT (2003)Google Scholar

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

Personalised recommendations