Single or multiple conversational agents? An interactional coherence comparison

Ana Paula Chaves, Marco Aurelio Gerosa

Research output: Chapter in Book/Report/Conference proceedingConference contribution

38 Scopus citations

Abstract

Chatbots focusing on a narrow domain of expertise are in great rise. As several tasks require multiple expertise, a designer may integrate multiple chatbots in the background or include them as interlocutors in a conversation. We investigated both scenarios by means of a Wizard of Oz experiment, in which participants talked to chatbots about visiting a destination. We analyzed the conversation content, users' speech, and reported impressions. We found no significant difference between single- and multi-chatbots scenarios. However, even with equivalent conversation structures, users reported more confusion in multi-chatbots interactions and adopted strategies to organize turn-taking. Our findings indicate that implementing a meta-chatbot may not be necessary, since similar conversation structures occur when interacting to multiple chatbots, but different interactional aspects must be considered for each scenario.

Original languageEnglish (US)
Title of host publicationCHI 2018 - Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems
Subtitle of host publicationEngage with CHI
PublisherAssociation for Computing Machinery
ISBN (Electronic)9781450356206, 9781450356213
DOIs
StatePublished - Apr 20 2018
Event2018 CHI Conference on Human Factors in Computing Systems, CHI 2018 - Montreal, Canada
Duration: Apr 21 2018Apr 26 2018

Publication series

NameConference on Human Factors in Computing Systems - Proceedings
Volume2018-April

Conference

Conference2018 CHI Conference on Human Factors in Computing Systems, CHI 2018
Country/TerritoryCanada
CityMontreal
Period4/21/184/26/18

Keywords

  • Chatbot
  • Dialog agent
  • Human-agent communication

ASJC Scopus subject areas

  • Software
  • Human-Computer Interaction
  • Computer Graphics and Computer-Aided Design

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