The DOI matches its Crossref record, with a small difference in title or year; 1 of the 1 references it cites were found in a registry or an index.
“I Don't Know Exactly but I Know a Little”: Exploring Better Responses of Conversational Agents with Insufficient Information
Abstract
Despite the increasing presence of conversational agents (CAs) in our daily lives, the lack of information and technology behind them prevents CAs from answering many questions. One of the most typical problems facing conversational user interfaces today is that they often disappoint people by giving the same answer (e.g., “I don't know”). In this work, we focused on situations in which CAs do not provide a proper answer because of a lack of information. Under these situations, we aimed to find more effective answer strategies for CAs to provide people better user experiences. We tested four different response strategies using different degrees of inferences and information as ground. We found differences in usability and user experience depending on how CAs respond. Our results will help designers understand how people feel about the way CAs respond and create better CA responses in situations where it is difficult to provide accurate answers.
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“negatively impacting user experience and damaging the overall effectiveness of SDS performance [5, 18, 41, 44].”
From System and User Strategies to Repair Conversational Breakdowns of Spoken Dialogue Systems: A Scoping Review (2024) · cites this paper as [41]
Citations
Cites
Assessing the Utility of the System Usability Scale for Evaluating Voice-based User Interfaces
Ghosh, D., Foong, P. S., Zhang, S., & Zhao, S. (2018) · Proceedings of the Sixth International Symposium of Chinese CHI · doi:10.1145/3202667.3204844 · Cited by 36
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Sorted by citations
Kuang, E., Soure, E. J., Fan, M., Zhao, J., & Shinohara, K. (2023) · CHI Conference on Human Factors in Computing Systems · doi:10.1145/3544548.3581247 · Cited by 56
“Although participants in this study liked that the AI assistant admitted knowledge gaps, responses that only contain “I don’t know” may lead to negative perceptions of its usability [47].”
BackgroundWhat's The Talk on VUI Guidelines? A Meta-Analysis of Guidelines for Voice User Interface Design
Murad, C., Candello, H., & Munteanu, C. (2023) · Proceedings of the 5th International Conference on Conversational User Interfaces · doi:10.1145/3571884.3597129 · Cited by 36
“Numerous usability challenges are still encountered [26], including difficulties recalling information [88], system feedback [26, 59, 62], recognition”
BackgroundAlghamdi, E., Halvey, M., & Nicol, E. (2024) · ACM Conversational User Interfaces 2024 · doi:10.1145/3640794.3665558 · Cited by 36
“Furthermore, they often prevent users from completing tasks, leading to task aban-donment [5], negatively impacting user experience and damaging the overall effectiveness of SDS performance [5, 18, 41, 44].”
BackgroundAlloatti, F., Grasso, F., Ferrod, R., Siragusa, G., Di, L., & Cena, F. (2024) · Computer Speech & Language · doi:10.1016/j.csl.2023.101603 · Cited by 9
“…dialogue systems, whereas CAs should help humans attain a task (Seeger and Heinzl, 2021; Følstad and Brandtzaeg, 2020; Ashktorab et al., 2019). e CAs often fail at the understanding level, that is, when they are not capable of correctly parsing an input in natural language (Lee and Lee, 2021).”
BackgroundFrom Human-to-Human to Human-to-Bot Conversations in Software Engineering
Khojah, R., Neto, F. G. D. O., & Leitner, P. (2024) · ACM International Conference on AI-Powered Software (AIware) · doi:10.1145/3664646.3664761 · Cited by 2
“To evaluate the effectiveness of chatbots and how they can support software engineers, current research focuses on the quality [3], usability [7], and helpfulness [8] of the chatbot’s outcome.”
Background
Metadata
- Authors
- Lee, M., & Lee, S.
- Affiliations
- Korea Advanced Institute of Science and Technology (KR)
- Venue
- Extended Abstracts of the 2021 CHI Conference on Human Factors in Computing Systems
- Publisher
- ACM
- Published
- 2021-05-08
- Pages
- 1-5
- OpenAlex
- W3160374727
- Cited by
- 5
- References
- 16
- Citations by year
- 2025: 1 · 2024: 2 · 2023: 2
- FWCI
- 0.46
- Type
- conference paper
- Language
- en
- Open access
- closed
- Locations
- CHI Conference Extended Abstracts on Human Factors in Computing Systems (CHI EA) (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
- Physical Sciences › Computer Science › Artificial Intelligence › Speech and dialogue systems
- Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
- Keywords
- chatbots, insufficient information, answer strategies, response strategies, inference, user experience, usability, conversational interfaces
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