Cited by 15AI in Service InteractionsSpeech and dialogue systemsSocial Robot Interaction and HRI

Comparing Moderation Strategies in Group Chats with Multi-User Chatbots

Open access
Wagner, Nicolas, Kraus, Matthias, Tonn, Tibor, Minker, Wolfgang·2022·Proceedings of the 4th Conference on Conversational User Interfaces

Abstract

The increasing capabilities of chatbots will become more and more important in the near future. In this paper, we introduce a conversational system which connects a chatbot with a mainstream messaging service in a multi-user scenario. While there are already numerous options for single-user bots, ready-to-use systems for multiple users and group chats are scarce. This work thus aims to get insight into how such a group chatbot should behave during a multi-turn conversation. For this, we implemented and evaluated four different moderation strategies in an everyday use-case: the planning and negotiation of a joint appointment. In our subsequent user study with 40 participants, we investigated how the different strategies were perceived and what influence they had on the acceptance, usability and efficiency of the system. Our evaluation results show that users’ perceptions of innovation and inventiveness of the bot were influenced by the moderation strategies.

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Crossref · 10.1145/3543829.3544527

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  • Demographic changes and variations in digital literacy further emphasize the urgency of inclusive designs aligned with accessibility and functional requirements.

    “Demographic changes and variations in digital literacy further emphasize the urgency of inclusive designs aligned with accessibility and functional requirements [6,7].”

    From The Impact of User Interface and Experience (UI/UX) Design on Visual Ergonomics: A Technical Approach for Reducing Human Error in Industrial Settings (2026) · cites this paper as [6]

    The Introduction (page unavailable) notes that even people with low technological affinity use messaging apps, and Evaluation and Results (page unavailable) considers participants’ technological affinity. These passages speak to differences in familiarity with technology, but the paper does not connect demographic change or digital literacy to an urgent need for inclusive designs meeting accessibility and functional requirements. (LLM, conf=0.75)

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  • In industrial environments with multitasking and operational pressure, robust and clear interfaces are necessary to prevent errors.

    “In industrial environments with multitasking and operational pressure, robust and clear interfaces are necessary to prevent errors [2,6,12,14,15,19,22,30].”

    From The Impact of User Interface and Experience (UI/UX) Design on Visual Ergonomics: A Technical Approach for Reducing Human Error in Industrial Settings (2026) · cites this paper as [6]

    The Conclusion and Discussion (page unavailable) describes an appointment-scheduling group chatbot as easy to use and robust, with a low error rate during interaction. It does not study industrial environments or multitasking under operational pressure, or establish that clear, robust interfaces are necessary to prevent errors in those conditions. (LLM, conf=0.83)

    Experimental — accuracy not yet measured
  • The reviewed studies include intermediate or non-specialized users.

    “In contrast, studies [6,8,16,28,29] address intermediate or non-specialized users, whether university students, mobile users or digital collaborators.”
  • The specific contribution of UI/UX design to visual ergonomics and error reduction in professional and industrial settings remains insufficiently systematized.

    “Although UI/UX design has been extensively studied in consumer applications and general usability research, its specific contribution to visual ergonomics and error reduction in professional and industrial settings remains insufficiently systematized.”

    From The Impact of User Interface and Experience (UI/UX) Design on Visual Ergonomics: A Technical Approach for Reducing Human Error in Industrial Settings (2026) · cites this paper as [6]

    The Conclusion and Discussion reports a low error rate during interaction with a group chatbot, but does not discuss visual ergonomics or error reduction in professional or industrial settings. Searches for those terms and for the claimed lack of systematization found no passage addressing that research gap; the cited paper concerns moderation strategies for appointment-planning chats. (LLM, conf=0.76)

    Experimental — accuracy not yet measured
  • Existing studies are distributed across multiple disciplines, including human-computer interaction, industrial engineering, cognitive science, and design research, often focusing on isolated interface components rather than integrated ergonomic strategies.

    “Existing studies are distributed across multiple disciplines, including human-computer interaction, industrial engineering, cognitive science, and design research, often focusing on isolated interface components rather than integrated ergonomic strategies [6-8].”

    From The Impact of User Interface and Experience (UI/UX) Design on Visual Ergonomics: A Technical Approach for Reducing Human Error in Industrial Settings (2026) · cites this paper as [6]

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Cites

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Research works printed but not linked: 2

  1. Michael Minge, Manfred Thüring, Ingmar Wagner, and Carina V Kuhr. 2017. The meCUE questionnaire: a modular tool for measuring user experience. In Advances in Ergonomics Modeling, Usability & Special Populations. Springer, 115-128.
  2. Michael Seufert, Tobias Hoßfeld, Anika Schwind, Valentin Burger, and Phuoc Tran-Gia. 2016. Group-based communication in WhatsApp. In 2016 IFIP network- ing conference (IFIP networking) and workshops. IEEE, 536-541.

Authors
Wagner, N., Kraus, M., Tonn, T., & Minker, W.
Affiliations
Universität Ulm (DE)
Venue
Proceedings of the 4th Conference on Conversational User Interfaces
Publisher
ACM
Published
2022-07-26
Pages
1-4
OpenAlex
W4295919468
Cited by
15
References
7
Citations by year
2026: 5 · 2025: 6 · 2024: 3 · 2023: 1
FWCI
1.38
Type
conference paper
Language
en
Open access
Locations
  • ACM Conference on Conversational User Interfaces (CUI) (publishedVersion)
  • OPUS (Augsburg University) (submittedVersion, cc-by-sa)
Funders
Bundesministerium für Bildung und Forschung
Topics
  • Physical Sciences › Computer Science › Artificial Intelligence › 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
multi-turn dialogue, messaging systems, negotiation, user acceptance, usability, perceived innovation

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