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Cited by 116AI in Service InteractionsSpeech and dialogue systemsSocial Robot Interaction and HRI

The DOI matches its Crossref record; 58 of the 59 references it cites were found in a registry or an index.

All Work and No Play?

Liao, Q. Vera, Mas-ud Hussain, Muhammed, Chandar, Praveen, Davis, Matthew, Khazaeni, Yasaman, Crasso, Marco Patricio, Wang, Dakuo, Muller, Michael, Shami, N. Sadat, Geyer, Werner·2018·Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems
DOI 10.1145/3173574.3173577
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Abstract

Many conversational agents (CAs) are developed to answer users' questions in a specialized domain. In everyday use of CAs, user experience may extend beyond satisfying information needs to the enjoyment of conversations with CAs, some of which represent playful interactions. By studying a field deployment of a Human Resource chatbot, we report on users' interest areas in conversational interactions to inform the development of CAs. Through the lens of statistical modeling, we also highlight rich signals in conversational interactions for inferring user satisfaction with the instrumental usage and playful interactions with the agent. These signals can be utilized to develop agents that adapt functionality and interaction styles. By contrasting these signals, we shed light on the varying functions of conversational interactions. We discuss design implications for CAs, and directions for developing adaptive agents based on users' conversational behaviors.

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58 of 58 references verified0 citation errors · 0 not checkable

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Citations

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Show all 59 references

Research works printed but not linked: 12

  1. John Langshaw Austin. 1975. How to do things with words. Oxford university press.
  2. Niels Bernsen and Laila Dybkjær. 2004. Domain-oriented conversation with HC Andersen. Affective Dialogue Systems (2004), 142--153.
  3. 10.5555/2041666.2041675 · DOI
  4. 10.5555/2041666.2041689 · DOI
  5. Mark G Core and James Allen. 1997. Coding dialogs with the DAMSL annotation scheme. In AAAI fall symposium on communicative action in humans and machines, Vol. 56. Boston, MA.
  6. Dan Fletcher. 2010. The 50 Worst Inventions: Microsoft Bob. TIME. (27 May 2010).
  7. 10.5555/79061 · DOI
  8. Chris Matyszczyk. 2012. Apple's Siri wrong 38 percent of the time in test. CNET. (30 June 2012).
  9. Robert J. Moore, Rafah A. Hosn, and Ashima Arora. 2016. The Machinery of Natural Conversation and the Design of Conversational Machines. In American Sociological Association annual meeting.
  10. Luke Swartz. 2003. Why people hate the paperclip: Labels appearance behavior and social responses to user interface agents. Ph.D. Dissertation. Stanford University Palo Alto CA.
  11. 10.5555/2554494 · DOI
  12. 10.5555/1018409.1018745 · DOI

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Metadata

Authors
Liao, Q. V., Mas-ud Hussain, M., Chandar, P., Davis, M., Khazaeni, Y., Crasso, M. P., Wang, D., Muller, M., Shami, N. S., & Geyer, W.
Affiliations
  • IBM (United States) (US)
  • Northwestern University, Evanston, IL, USA
  • Spotify Research, Cambridge, MA, USA
  • IBM Research - Cambridge (United States) (US)
ORCID
Venue
Proceedings of the 2018 CHI Conference on Human Factors in Computing Systems
Publisher
ACM
Published
2018-04-19
Pages
1-13
DOI
10.1145/3173574.3173577
OpenAlex
W2487652696
Cited by
116
References
59
Citations by year
2026: 5 · 2025: 9 · 2024: 13 · 2023: 10 · 2022: 18 · 2021: 27 · 2020: 14 · 2019: 13 · 2018: 5
FWCI
6.00
Type
conference paper
Language
en
Open access
closed
Licence
www.acm.org/publications/policies/copyright_policy#Background (vor)
Locations
CHI Conference on Human Factors in Computing Systems (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
  • Physical Sciences › Computer Science › Artificial Intelligence › Speech and dialogue systems
  • Social Sciences › Psychology › Social Psychology › Social Robot Interaction and HRI
Keywords
chatbots, playful interaction, user satisfaction, field deployment, conversational behavior, adaptive agents, user experience

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