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

IF 3.6 1区 文学 Q1 LINGUISTICS
Doris Dippold
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引用次数: 0

摘要

随着聊天机器人在商业和服务领域越来越普遍,它们的设计需要为所有用户群体提供公平的服务机会。本文认为,深入了解用户的实用策略和关系期望可以为聊天机器人的受众设计提供参考,并确保所有用户都能平等地从聊天机器人提供的服务中受益。本文通过分析用户与聊天机器人的模拟互动、用户对其互动的反省评论以及用户的定性调查评论来论证这一观点。研究表明,用户的实用策略存在很大差异。研究还表明,当聊天机器人的语言和互动模式与用户的融洽预期不一致时,用户体验会受到负面影响。最后,本文利用这些发现定义了聊天机器人的受众设计,并讨论了如何通过研究实现和支持受众设计。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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.
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来源期刊
Applied Linguistics
Applied Linguistics LINGUISTICS-
CiteScore
7.60
自引率
8.30%
发文量
0
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.
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