SolutionChat: Real-time Moderator Support for Chat-based Structured Discussion
Abstract
Online chat is an emerging channel for discussing community problems. It is common practice for communities to assign dedicated moderators to maintain a structured discussion and enhance the problem-solving experience. However, due to the synchronous nature of online chat, moderators face a high managerial overhead in tasks like discussion stage management, opinion summarization, and consensus-building support. To assist moderators with facilitating a structured discussion for community problem-solving, we introduce SolutionChat, a system that (1) visualizes discussion stages and featured opinions and (2) recommends contextually appropriate moderator messages. Results from a controlled lab study (n=55, 12 groups) suggest that participants' perceived discussion trackability was significantly higher with SolutionChat than without. Also, moderators provided better summarization with less effort and better managerial support using system-generated messages with SolutionChat than without. With SolutionChat, we envision untrained moderators to effectively facilitate chat-based discussions of important community matters.
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Prior CHI studies have investigated potential scenarios of interacting with multi-party based chatbots as well as diverse roles of chatbots and their positive impact on familiarization among teammates, generating more ideas and diverse views, and nudging silent people to speak up.
“prior CHI studies [43, 50, 77, 79, 93] have investigated potential scenarios of interacting with multi-party based chatbots [77] as well as diverse roles of chatbots and their positive impact on familiarization among teammates [79], generating more ideas and diverse views [43, 50, 79], and nudging silent people to speak up [43].”
From The Promise and Peril of ChatGPT in Higher Education: Opportunities, Challenges, and Design Implications (2024) · cites this paper as [50]
Cites
Algorithm aversion: People erroneously avoid algorithms after seeing them err.
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Online moderation of synchronous e-argumentation
Asterhan, C. S. C., & Schwarz, B. B. (2010) · International Journal of Computer-Supported Collaborative Learning · doi:10.1007/s11412-010-9088-2 · Cited by 82 · see citing works
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Park, H., & Ahn, D. (2024) · Proceedings of the CHI Conference on Human Factors in Computing Systems · doi:10.1145/3613904.3642785 · Cited by 84 · see citing works
Ma, S., Chen, Q., Wang, X., Zheng, C., Peng, Z., Yin, M., & Ma, X. (2025) · Proceedings of the 2025 CHI Conference on Human Factors in Computing Systems · doi:10.1145/3706598.3713423 · Cited by 48 · see citing works
IntroBot: Exploring the Use of Chatbot-assisted Familiarization in Online Collaborative Groups
Shin, D., Kim, S., Shang, R., Lee, J., & Hsieh, G. (2023) · Proceedings of the 2023 CHI Conference on Human Factors in Computing Systems · doi:10.1145/3544548.3580930 · Cited by 37 · see citing works
Do, H. J., Kong, H.-K., Tetali, P., Lee, J., & Bailey, B. P. (2023) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3579532 · Cited by 32 · see citing works
- Authors
- Lee, S.-C., Song, J., Ko, E.-Y., Park, S., Kim, J., & Kim, J.
- Affiliations
- Korea Advanced Institute of Science and Technology (KR)
- Seoul National University (KR)
- Venue
- Proceedings of the 2020 CHI Conference on Human Factors in Computing Systems
- Publisher
- ACM
- Published
- 2020-04-21
- Pages
- 1-12
- OpenAlex
- W3029844454
- Cited by
- 49
- References
- 2
- Citations by year
- 2026: 9 · 2025: 5 · 2024: 6 · 2023: 11 · 2022: 7 · 2021: 9 · 2020: 2
- FWCI
- 2.24
- Type
- conference paper
- Language
- en
- Open access
- closed
- Locations
- CHI Conference on Human Factors in Computing Systems (publishedVersion)
- Funders
- Institute of Information & Communications Technology Planning + MSIT (2016-0-00564)
- Office of Naval Research (N00014-18-1-2834)
- National Research Foundation of Korea (NRF-2017M3C4A7065960)
- Topics
- Physical Sciences › Computer Science › Computer Vision and Pattern Recognition › Data Visualization and Analytics
- Physical Sciences › Computer Science › Information Systems › Expert finding and Q&A systems
- Social Sciences › Communication › Knowledge Management and Sharing
- Keywords
- online chat, discussion moderation, structured discussion, community problem solving, opinion summarization, consensus building
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