{"title":"对话式人工智能中的受众设计:用户与任务导向聊天机器人交互时的实用策略和友好期望","authors":"Doris Dippold","doi":"10.1093/applin/amae033","DOIUrl":null,"url":null,"abstract":"With chatbots becoming more and more prevalent in commercial and service contexts, they need to be designed to provide equitable access to services for all user groups. This paper argues that insights into users’ pragmatic strategies and rapport expectations can inform the audience design of chatbots and ensure that all users can equally benefit from the services they facilitate. The argument is underpinned by the analysis of simulated user interactions with a chatbot facilitating health appointment bookings, users’ introspective comments on their interactions, and users’ qualitative survey comments. The study shows that users’ pragmatic strategies show considerable variation. It also shows the negative impact of user experiences when the chatbot’s language and interaction patterns do not align with users’ rapport expectations. In closing, the paper uses these findings to define audience design for chatbots and discuss how audience design can be realized and supported by research.","PeriodicalId":48234,"journal":{"name":"Applied Linguistics","volume":"14 1","pages":""},"PeriodicalIF":3.6000,"publicationDate":"2024-05-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Making the Case for Audience Design in Conversational AI: Users’ Pragmatic Strategies and Rapport Expectations in Interaction with a Task-Oriented Chatbot\",\"authors\":\"Doris Dippold\",\"doi\":\"10.1093/applin/amae033\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"With chatbots becoming more and more prevalent in commercial and service contexts, they need to be designed to provide equitable access to services for all user groups. This paper argues that insights into users’ pragmatic strategies and rapport expectations can inform the audience design of chatbots and ensure that all users can equally benefit from the services they facilitate. The argument is underpinned by the analysis of simulated user interactions with a chatbot facilitating health appointment bookings, users’ introspective comments on their interactions, and users’ qualitative survey comments. The study shows that users’ pragmatic strategies show considerable variation. It also shows the negative impact of user experiences when the chatbot’s language and interaction patterns do not align with users’ rapport expectations. In closing, the paper uses these findings to define audience design for chatbots and discuss how audience design can be realized and supported by research.\",\"PeriodicalId\":48234,\"journal\":{\"name\":\"Applied Linguistics\",\"volume\":\"14 1\",\"pages\":\"\"},\"PeriodicalIF\":3.6000,\"publicationDate\":\"2024-05-08\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Applied Linguistics\",\"FirstCategoryId\":\"98\",\"ListUrlMain\":\"https://doi.org/10.1093/applin/amae033\",\"RegionNum\":1,\"RegionCategory\":\"文学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"LINGUISTICS\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Applied Linguistics","FirstCategoryId":"98","ListUrlMain":"https://doi.org/10.1093/applin/amae033","RegionNum":1,"RegionCategory":"文学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"LINGUISTICS","Score":null,"Total":0}
Making the Case for Audience Design in Conversational AI: Users’ Pragmatic Strategies and Rapport Expectations in Interaction with a Task-Oriented Chatbot
With chatbots becoming more and more prevalent in commercial and service contexts, they need to be designed to provide equitable access to services for all user groups. This paper argues that insights into users’ pragmatic strategies and rapport expectations can inform the audience design of chatbots and ensure that all users can equally benefit from the services they facilitate. The argument is underpinned by the analysis of simulated user interactions with a chatbot facilitating health appointment bookings, users’ introspective comments on their interactions, and users’ qualitative survey comments. The study shows that users’ pragmatic strategies show considerable variation. It also shows the negative impact of user experiences when the chatbot’s language and interaction patterns do not align with users’ rapport expectations. In closing, the paper uses these findings to define audience design for chatbots and discuss how audience design can be realized and supported by research.
期刊介绍:
Applied Linguistics publishes research into language with relevance to real-world problems. The journal is keen to help make connections between fields, theories, research methods, and scholarly discourses, and welcomes contributions which critically reflect on current practices in applied linguistic research. It promotes scholarly and scientific discussion of issues that unite or divide scholars in applied linguistics. It is less interested in the ad hoc solution of particular problems and more interested in the handling of problems in a principled way by reference to theoretical studies.