用户在与德语虚拟助手互动时处理麻烦的做法：重复、更改和坚持

IF 2.1 2区文学 Q2 COMMUNICATION

Discourse & Communication Pub Date : 2024-08-29 DOI:10.1177/175048132411271494

Silke Reineke, Henrike Helmer

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引用次数: 0

摘要

当用户与智能音箱等虚拟助手进行交互时，经常会遇到麻烦和沟通不畅的情况。为了进一步了解用户在与德语虚拟助手（VA）进行日常互动时如何处理出现的问题，本文报告了一项会话分析研究，研究了用户在向虚拟助手发出的请求失败后所采取的做法。在我们分析的修复序列中，用户可以找到不同的故障源，并采用一系列方法来解决故障，包括重复、更改表述和提出相关（新）请求。大多数情况下，故障在一次修复后就得到了解决。其他修复序列包括多次修复，并显示出所采用的做法更加复杂多样。在其中一些序列中，用户 "坚持 "他们最初的目标和/或策略，并不总能观察到虚拟机构的局部反应。在这些情况下，与虚拟机构的互动历史和之前成功的请求似乎也在用户的局部行为中发挥了作用。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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User practices in dealing with trouble in interactions with virtual assistants in German: Repeating, altering and insisting

Moments of trouble and miscommunication occur regularly when users interact with virtual assistants like smart speakers. To add to the understanding of how users treat moments of trouble in everyday interactions with a virtual assistant (VA) in German, this paper reports on a conversation analytic study of practices that users deploy after a request to a VA has failed. The repair sequences that we analyse show users orienting to different trouble sources and employing a range of practices to resolve trouble, including repeating, altering their formulations and formulating related (new) requests. Most often, troubles are resolved after one instance of repair. Other repair sequences include several instances of repair and show more complex and diverse practices being employed. In some of these sequences, users ‘insist’ on their initial goal and/or strategy and do not always observably orient to the VA’s local reactions. In these cases, the interactional history with the VA and previously successful requests seem to play a role as well in the users’ local conduct.

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来源期刊

Discourse & Communication COMMUNICATION-

CiteScore

3.30

自引率

5.30%

发文量

期刊介绍： Discourse & Communication is an international, peer-reviewed journal that publishes articles that pay specific attention to the qualitative, discourse analytical approach to issues in communication research. Besides the classical social scientific methods in communication research, such as content analysis and frame analysis, a more explicit study of the structures of discourse (text, talk, images or multimedia messages) allows unprecedented empirical insights into the many phenomena of communication. Since contemporary discourse study is not limited to the account of "texts" or "conversation" alone, but has extended its field to the study of the cognitive, interactional, social, cultural.