Chatbot Research and Design: Third International Workshop, CONVERSATIONS 2019 (Amsterdam, The Netherlands, November 19–20, 2019): Revised Selected Papers

Description

This book constitutes the refereed proceedings of the Third International Workshop on Chatbot Research and Design, CONVERSATIONS 2019, held in Amsterdam, The Netherlands, in November 2019. The 18 revised full papers presented in this volume were carefully reviewed and selected from 31 submissions. The papers are grouped in the following topical sections: user and communication studies user experience and design, chatbots for collaboration, chatbots for customer service, and chatbots in education. Preface Introduction Paper Invitation, Review, and Revision Workshop Outcomes Organization Contents User and Communication Studies Conversational Agents in Healthcare: Using QCA to Explain Patients’ Resistance to Chatbots for Medication • Lea Müller, Jens Mattke, Christian Maier, and Tim Weitzel Abstract 1 Introduction 2 Theoretical Background 2.1 Chatbots in Healthcare 2.2 Resistance and the Status Quo Bias Perspective 2.3 Research Gaps 3 Methodology 3.1 Data Collection 3.2 Measures 3.3 Measurement Model 3.4 Data Analysis Using fsQCA 4 Results 5 Discussion 5.1 Theoretical Contribution 5.2 Practical Contribution 5.3 Limitations and Future Research Appendix References An Approach for Ex-Post-Facto Analysis of Knowledge Graph-Driven Chatbots – The DBpedia Chatbot • Rricha Jalota, Priyansh Trivedi, Gaurav Maheshwari, Axel-Cyrille Ngonga Ngomo, and Ricardo Usbeck 1 Introduction 2 Related Work 3 Description of the DBpedia Chatbot 4 Dataset 5 Approach 5.1 Request Analysis 5.2 Response Analysis 5.3 Conversation Analysis 6 Discussion 7 Conclusion References Privacy Concerns in Chatbot Interactions • Carolin Ischen, Theo Araujo, Hilde Voorveld, Guda van Noort, and Edith Smit Abstract 1 Introduction 2 Theoretical Background 2.1 Perceived Anthropomorphism 2.2 Privacy Concerns 2.3 Sequential Mediation of Perceived Anthropomorphism and Privacy Concerns 3 Method 3.1 Design and Sample 3.2 Procedure 3.3 Stimuli 3.4 Measurements 3.5 Randomization Check 4 Results 4.1 Information Disclosure 4.2 Attitudes 4.3 Recommendation Adherence 5 Discussion and Conclusion Acknowledgements References User Experience and Design Creating Humanlike Chatbots: What Chatbot Developers Could Learn from Webcare Employees in Adopting a Conversational Human Voice • Christine Liebrecht and Charlotte van Hooijdonk Abstract 1 Introduction 2 Theoretical Background 2.1 Chatbots as Social Actors 2.2 Operationalization of Conversational Human Voice 2.3 Aim of This Paper 3 Study 1: Identification of Conversational Linguistic Elements 3.1 Method 3.2 Results 4 Study 2: Contribution of Conversational Linguistic Elements to the Perceived CHV 4.1 Method 4.2 Results 5 Study 3: Automatic CHV Identification 5.1 Method 5.2 Results 6 Conclusion and Discussion References The Conversational Agent “Emoty” Perceived by People with Neurodevelopmental Disorders: Is It a Human or a Machine? • Fabio Catania, Eleonora Beccaluva, and Franca Garzotto 1 Introduction 2 Context 3 Emoty - The User Experience (UX) 4 Methodology 4.1 Participants 4.2 Setting 4.3 Procedure 5 Findings and Discussion 5.1 Gender 5.2 Fallibility 5.3 Interaction 5.4 Sensitivity 6 Conclusion and Future Works References Gender Bias in Chatbot Design • Jasper Feine, Ulrich Gnewuch, Stefan Morana, Abstract 1 Introduction 2 Related Work 2.1 Gender-Specific Cues of Conversational Agents 2.2 Gender Bias in the Design of Voice-Based Conversational Agents 3 Method 4 Results 5 Discussion 5.1 Limitations and Future Research 6 Conclusion References Conversational Web Interaction: Proposal of a Dialog-Based Natural Language Interaction Paradigm for the Web • Marcos Baez, Florian Daniel, and Fabio Casati 1 Introduction 2 State of the Art 2.1 Web Accessibility and Models for Non Visual Browsing 2.2 Non Visual Web Browsing 3 Conversational Web Interaction 3.1 Concept 3.2 Requirements 3.3 Design Principles 4 Approach 4.1 Conversation Model 4.2 Architecture 4.3 Content/Function Annotation 4.4 Botification 4.5 Conversation Management 5 Benefits and Challenges 6 Directions for Future Work References Chatbots for Collaboration Designing Chatbots for Guiding Online Peer Support Conversations for Adults with ADHD • Oda Elise Nordberg, Jo Dugstad Wake, Emilie Sektnan Nordby, Eivind Flobak, Tine Nordgreen, Suresh Kumar Mukhiya, and Frode Guribye 1 Introduction 1.1 Conversational Interfaces in Mental Health 1.2 Peer Support and Self-help Programs 2 Methods 3 Terabot 4 Findings 5 Discussion 6 Conclusion References Towards Chatbots to Support Bibliotherapy Preparation and Delivery • Patrick McAllister, James Kerr, Michael McTear, Maurice Mulvenna, Raymond Bond, Karen Kirby, Joseph Morning, and Danni Glover Abstract 1 Introduction 2 Background and Related Work 3 Aim and Research Questions 4 Chatbot Prototype 4.1 Chatbot Interaction Design 4.2 Chatbot Functionality 5 Methodology 5.1 Participants 5.2 Prototype Usability Testing 5.3 Semi-structured Interviews 5.4 Pre and Post Interview Thematic Analysis 6 Findings 6.1 Pre and Post Interview Thematic Analysis 7 Recommendations 8 Conclusion and Future Work References CivicBots – Chatbots for Supporting Youth in Societal Participation • Kaisa Väänänen, Aleksi Hiltunen, Jari Varsaluoma, and Iikka Pietilä Abstract 1 Introduction 2 Related Work 3 Scenarios for CivicBots for the Youth 4 Online Survey of Youth’s Perpections of Chatbots 4.1 Survey Content and Procedure 4.2 Respondents’ Profiles and Use of Chatbots 4.3 Youth’s Experiences and Expected Characteristics of Chatbots 4.4 Youth’s Perceptions of CivicBots 5 Discussion 5.1 Opportunities and Pitfalls of CivicBots 5.2 Limitations of the Study 6 Conclusion and Future Work Acknowledgements References Using Theory of Mind to Assess Users’ Sense of Agency in Social Chatbots • Evelien Heyselaar and Tibor Bosse Abstract 1 Introduction 1.1 Theoretical Background 2 Methods 2.1 Participants 2.2 Procedure 2.3 Materials 2.4 Statistical Analysis 3 Results 3.1 Adjective Use 3.2 Communicative vs. Non-communicative 4 Conclusion References Application Area: Chatbots for Customer Service Exploring Age Differences in Motivations for and Acceptance of Chatbot Communication in a Customer Service Context • Margot J. van der Goot and Tyler Pilgrim Abstract 1 Introduction 2 Background 2.1 Motivations 2.2 Technology Acceptance 3 Method 3.1 Sample Composition 3.2 Interviews 3.3 Data Analysis 4 Results 4.1 Age Differences in Motivations 4.2 Age Differences in Technology Acceptance 5 Discussion 5.1 Age Differences in Motivations 5.2 Age Differences in Technology Acceptance 5.3 Practical Recommendations 5.4 Limitations and Future Research References Improving Conversations: Lessons Learnt from Manual Analysis of Chatbot Dialogues • Knut Kvale, Olav Alexander Sell, Stig Hodnebrog, and Asbjørn Følstad Abstract 1 Introduction 2 Background 2.1 Chatbots in Customer Service – Overview and Current Challenges 2.2 Chatbot Technology and Chatbot Training 3 Research Question 4 Method 4.1 Telmi – The Customer Service Chatbot 4.2 Sampling and Analysis Process 4.3 Three Topics of Analysis 5 Results 5.1 Request Resolution - and Characteristics of Unresolved Requests 5.2 Quality in Conversation 5.2.1 Characteristics of Successful Dialogues 5.2.2 Characteristics of Unsuccessful Dialogues 5.3 Suggestions for Improvements 6 Discussion and Further Work 6.1 Analysis to Understand and Improve Chatbot Dialogue 6.2 Implications 6.3 Limitations and Future Work Acknowledgements References Conversational Repair in Chatbots for Customer Service: The Effect of Expressing Uncertainty and Suggesting Alternatives • Asbjørn Følstad and Cameron Taylor Abstract 1 Introduction 2 Background 2.1 The Chatbot Interpretation Challenge 2.2 Expressing Uncertainty and Suggesting Alternatives as Repair Strategy 3 Research Questions 4 Method 4.1 The Case – Implementing a Solution for Expressing Uncertainty and Suggesting Likely Alternatives 4.2 Sampling and Analyzing Chatbot Dialogue 5 Findings 5.1 Descriptive Overview 5.2 Response Adequacy 5.3 Dialogue Directedness 5.4 Dialogue Conclusiveness 5.5 Dialogue Helpfulness 6 Discussion 6.1 How Does Expressing Uncertainty and Suggesting Alternatives Affect Chatbot Interaction? 6.2 Implications for Practice 6.3 Limitations and Future Research Acknowledgements References Working Together with Conversational Agents: The Relationship of Perceived Cooperation with Service Performance Evaluations • Guy Laban and Theo Araujo Abstract 1 Introduction 2 Theory 2.1 Cooperating with Agents in Service Settings 2.2 Cooperation as an Anthropomorphic Quality 2.3 The Role of Anthropomorphism in Services 2.4 Cooperation as a Source of Information 2.5 Cooperation as a Meaningful Form of Social Interaction 3 Methods 3.1 Design 3.2 Population 3.3 Stimulus 3.4 Measurements 3.5 Procedure 4 Results 4.1 Direct Association Between Perceived Cooperation and Perceived Service Performance 4.2 Direct Association Between Perceived Cooperation and the Mediators 4.3 Direct Association Between the Mediators and Perceived Service Performance 4.4 Indirect Relationship Between Perceived Cooperation and Perceived Service Performance 5 Discussion 5.1 The Value of Information Quality in Service Interactions with Conversational Agents 5.2 Associating Cooperation with Anthropomorphism 5.3 To What Extent Is Social Presence Relevant for Service Interactions with Conversational Agents? 5.4 Limitations 6 Conclusions References Application Area: Chatbots in Education Chatbots for the Information Acquisition at Universities – A Student’s View on the Application Area • Raphael Meyer von Wolff, Jonas Nörtemann, Sebastian Hobert, and Matthias Schumann Abstract 1 Introduction 2 Background 2.1 Chatbot Basics 2.2 Chatbots in University Settings 3 Research Design 4 Survey Results 4.1 Sample Description 4.2 Technical Requirements 4.3 Content-Related Requirements 4.4 Usefulness Assessment 5 Discussion 6 Conclusion References A Configurable Agent to Advance Peers’ Productive Dialogue in MOOCs • Stergios Tegos, Stavros Demetriadis, Georgios Psathas, and Thrasyvoulos Tsiatsos Abstract 1 Introduction 2 Background 2.1 Chatbots for Education 2.2 Chatbots in MOOCs 3 Designing Chatbots that Support Learner Groups in MOOCs 3.1 The colMOOC Perspective 3.2 The colMOOC Editor 3.3 The colMOOC Player 4 Pilot Evaluation 4.1 Domain and Participants 4.2 Procedure 4.3 Results 5 Discussion Acknowledgements and Disclaimer References Small Talk Conversations and the Long-Term Use of Chatbots in Educational Settings – Experiences from a Field Study • Sebastian Hobert and Florian Berens Abstract 1 Introduction 2 Related Research 3 Research Design 4 Chatbot Overview 5 Results 5.1 Engagement in Small Talk Conversations 5.2 Correlation of Small Talk Engagement and Learning Activities 6 Discussion 6.1 Implications 6.2 Limitations 7 Conclusion References Author Index