Comparing Moderation Strategies in Group Chats with Multi-User Chatbots
Open accessAbstract
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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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)
Experimental — accuracy not yet measuredIn 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 measuredThe 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.”
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 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 measuredExisting 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]
Split into 2 atoms — 0 confirmed, 0 partially supported, 0 disputed, 0 misattributed, 2 unverifiable. Expand the claim to see per-atom verdicts.
Experimental — accuracy not yet measured
Projected or multimodal interfaces in industrial workstations contribute to reducing human errors.
“Projected or multimodal interfaces in industrial workstations also contribute to reducing human errors [2,6,14,15,19].”
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 Abstract and Section 5 (page unavailable) describe a chatbot for negotiating appointments in group chats. Section 5 mentions a low error rate during chatbot interaction, but not reduced human errors at industrial workstations. Searches for projected or multimodal interfaces and industrial workstation errors found no passage addressing the claim. (LLM, conf=0.76)
Experimental — accuracy not yet measuredThe absence of a clear visual structure, feedback, or functional coding leads to misunderstandings, omissions, and navigation errors.
“Articles such as [6,8,16,26,29] reveal that the absence of a clear visual structure, feedback, or functional coding leads to misunderstandings, omissions, and navigation errors.”
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]
Section 3.3 describes a fallback response when the chatbot misunderstands input, but does not link misunderstandings to missing visual structure, feedback, or functional coding. Searches for those features and for omissions and navigation errors found no passage addressing the claimed relationship; the copy has no page numbers for the cited passages. (LLM, conf=0.76)
Experimental — accuracy not yet measuredHybrid or collaborative environments demand participatory designs and explicit role indicators to maintain visual coherence between remote and in-person users.
“Hybrid or collaborative environments demand participatory designs and explicit role indicators to maintain visual coherence between remote and in-person users [5,6,8,22].”
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 discusses collaboration without face-to-face contact, and Section 3.3 describes moderation strategies for a group chatbot. Neither addresses participatory design, explicit role indicators, or visual coherence between remote and in-person users; searches for those concepts found no supporting passage. The available copy therefore does not verify the design claim. (LLM, conf=0.76)
Experimental — accuracy not yet measuredInterfaces that apply structured visual hierarchies, consistent layout logic, and real-time feedback mechanisms consistently outperform systems designed without ergonomic considerations.
“Interfaces that apply structured visual hierarchies, consistent layout logic, and real-time feedback mechanisms consistently outperform systems designed without ergonomic considerations [6,9,20].”
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 Evaluation and Results and Conclusion sections compare chatbot moderation strategies, not interfaces with and without structured visual hierarchies, consistent layouts, real-time feedback, or ergonomic design. The paper reports no significant differences between its study groups; the searched passages do not address the claimed interface comparison. Page numbers were not available in our copy. (LLM, conf=0.75)
Experimental — accuracy not yet measuredMethodological heterogeneity, ranging from studies in industrial contexts, hampers uniform comparison of ergonomic effect magnitude.
“Second, methodological heterogeneity, ranging from studies in industrial contexts [1,6], hampers uniform comparison of ergonomic effect magnitude.”
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 Evaluation and Results section describes a user study comparing moderation strategies for a group-chat chatbot, and the Conclusion and Discussion summarizes its usability findings. Neither section addresses industrial ergonomics studies or whether methodological heterogeneity prevents comparison of ergonomic effect magnitudes; searches for those terms and paraphrases found no relevant passage. (LLM, conf=0.78)
Experimental — accuracy not yet measured
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Flagged first, then by citations
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Cited by
Sorted by citations
Vizcarra, A., Quiroz, G., & Cornejo, J. (2026) · Designs · doi:10.3390/designs10010008 · Cited by 3 · see citing works
- 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
- bronze
- doi.org
- 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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