On The Design Of Service Interaction With Conversational Agents

Author : Johannes Riquel
Publisher : Cuvillier Verlag
ISBN 13 : 3736966466
Total Pages : 219 pages
Book Rating : 4.68/5 ( download)

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Download or read book On the Design of Service Interaction with Conversational Agents written by Johannes Riquel and published by Cuvillier Verlag. This book was released on 2022-07-19 with total page 219 pages. Available in PDF, EPUB and Kindle. Book excerpt: Conversational Agents (CAs) are changing the way people interact in their daily lives. Specifically, CAs such as chatbots or voice assistants are increasingly covering services traditionally provided by human employees. CA-based services are available at any time and in any capacity, providing convenience and comfort while overcoming the limitations of human employees. However, many CAs are imperfect and prone to errors, such as frequently misinterpreting users’ requests, which leads to a mismatch between the expectations of the service and the service provided. As a result, some CA-based services have been discontinued in the past. In this context, a human-like design of CAs potentially offers a valuable approach to enhancing the user’s perception of a service. Prior research shows that this leads to individuals interacting with a human-like CA as if they would interact with a real individual. Furthermore, human-like errors could be considered a social cue, since it is human nature to make errors. To address the overall research area of CAs imperfections, four studies were conducted and synthesized in this dissertation. The studies provide novel insights into the design of human-like text-based CAs interrelated with the occurrence of CA imperfections, including human-like errors. Through a set of experiments, four major contributions are provided. First, the human-like design of imperfect CAs can mitigate the negative individuals’ perceptions, if implemented carefully. Second, the human-like design of imperfect CAs can shift individuals into a positive emotional state which increases service satisfaction. Third, human-like errors are not perceived as human-like and should not be employed in CA-based service encounters at present. Fourth, not every CA-based service requires a high level of human-like design, as the expectations of a CA-based service may be as different as the expectations of traditional human-based services.

Author : Perez-Marin, Diana
Publisher : IGI Global
ISBN 13 : 1609606183
Total Pages : 476 pages
Book Rating : 4.83/5 ( download)

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Download or read book Conversational Agents and Natural Language Interaction: Techniques and Effective Practices written by Perez-Marin, Diana and published by IGI Global. This book was released on 2011-06-30 with total page 476 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book is a reference guide for researchers entering the promising field of conversational agents, providing an introduction to fundamental concepts in the field, collecting experiences of researchers working on conversational agents, and reviewing techniques for the design and application of conversational agents"--

Author : Justine Cassell
Publisher : MIT Press
ISBN 13 : 9780262032780
Total Pages : 452 pages
Book Rating : 4.83/5 ( download)

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Download or read book Embodied Conversational Agents written by Justine Cassell and published by MIT Press. This book was released on 2000 with total page 452 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book describes research in all aspects of the design, implementation, and evaluation of embodied conversational agents as well as details of specific working systems. Embodied conversational agents are computer-generated cartoonlike characters that demonstrate many of the same properties as humans in face-to-face conversation, including the ability to produce and respond to verbal and nonverbal communication. They constitute a type of (a) multimodal interface where the modalities are those natural to human conversation: speech, facial displays, hand gestures, and body stance; (b) software agent, insofar as they represent the computer in an interaction with a human or represent their human users in a computational environment (as avatars, for example); and (c) dialogue system where both verbal and nonverbal devices advance and regulate the dialogue between the user and the computer. With an embodied conversational agent, the visual dimension of interacting with an animated character on a screen plays an intrinsic role. Not just pretty pictures, the graphics display visual features of conversation in the same way that the face and hands do in face-to-face conversation among humans. This book describes research in all aspects of the design, implementation, and evaluation of embodied conversational agents as well as details of specific working systems. Many of the chapters are written by multidisciplinary teams of psychologists, linguists, computer scientists, artists, and researchers in interface design. The authors include Elisabeth Andre, Norm Badler, Gene Ball, Justine Cassell, Elizabeth Churchill, James Lester, Dominic Massaro, Cliff Nass, Sharon Oviatt, Isabella Poggi, Jeff Rickel, and Greg Sanders.

Author : Stephan Diederich
Publisher : Cuvillier Verlag
ISBN 13 : 3736962169
Total Pages : 248 pages
Book Rating : 4.63/5 ( download)

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Download or read book Designing Anthropomorphic Conversational Agents in Enterprises written by Stephan Diederich and published by Cuvillier Verlag. This book was released on 2020-05-25 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Conversational agents (CAs) increasingly permeate our private and professional lives. In particular text-based CAs in a company context attract interest both internally as well as at the customer interface to provide service or support sales due to their potential for automation while offering the feeling of a human-like interaction. However, their human-like appearance often leads to user expectations that are out of line with the system’s actual capabilities or create feelings of uncanniness. To address this problem, six studies were conducted and compiled in this dissertation. These studies provide insights into the design of human-like CAs in a company context and show how different designs influence user perception. Through a set of experiments and a design science research project, this dissertation offers three key contributions: First, it proposes a nascent design theory to craft enterprise CAs that offer a human-like interaction experience despite the limited conversational capabilities given in present-day technology. Second, the framework derived from the synthesis of the studies’ findings outlines how the perception of a CA and the outcomes from the interaction emerge from an interplay of context-, user-, and CA design-related characteristics. Third, the insights from the experimental studies show how aspects related to the design of a CA influence user perception both with regard to anthropomorphism as well as further outcomes.

Author : Robert J. Moore
Publisher : Morgan & Claypool
ISBN 13 : 1450363040
Total Pages : 316 pages
Book Rating : 4.44/5 ( download)

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Download or read book Conversational UX Design written by Robert J. Moore and published by Morgan & Claypool. This book was released on 2019-05-29 with total page 316 pages. Available in PDF, EPUB and Kindle. Book excerpt: With recent advances in natural language understanding techniques and far-field microphone arrays, natural language interfaces, such as voice assistants and chatbots, are emerging as a popular new way to interact with computers. They have made their way out of the industry research labs and into the pockets, desktops, cars and living rooms of the general public. But although such interfaces recognize bits of natural language, and even voice input, they generally lack conversational competence, or the ability to engage in natural conversation. Today’s platforms provide sophisticated tools for analyzing language and retrieving knowledge, but they fail to provide adequate support for modeling interaction. The user experience (UX) designer or software developer must figure out how a human conversation is organized, usually relying on commonsense rather than on formal knowledge. Fortunately, practitioners can rely on conversation science. This book adapts formal knowledge from the field of Conversation Analysis (CA) to the design of natural language interfaces. It outlines the Natural Conversation Framework (NCF), developed at IBM Research, a systematic framework for designing interfaces that work like natural conversation. The NCF consists of four main components: 1) an interaction model of “expandable sequences,” 2) a corresponding content format, 3) a pattern language with 100 generic UX patterns and 4) a navigation method of six basic user actions. The authors introduce UX designers to a new way of thinking about user experience design in the context of conversational interfaces, including a new vocabulary, new principles and new interaction patterns. User experience designers and graduate students in the HCI field as well as developers and conversation analysis students should find this book of interest.

Author : Zsófia Ruttkay
Publisher : Springer Science & Business Media
ISBN 13 : 1402027303
Total Pages : 365 pages
Book Rating : 4.07/5 ( download)

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Download or read book From Brows to Trust written by Zsófia Ruttkay and published by Springer Science & Business Media. This book was released on 2006-02-19 with total page 365 pages. Available in PDF, EPUB and Kindle. Book excerpt: Embodied conversational agents (ECAs) are autonomous software entities with human-like appearance and communication skills. These agents can take on a number of different roles, for example, as an assistant, tutor, information provider, or customer service agent. They may also simply represent or entertain a user. The precise nature and benefits of different characteristics of ECAs requires careful investigation. Questions range from the function of an eyebrow raise to mechanisms for assessing and improving ECA trustworthiness. This book will help experts and designers in the specification and development of applications incorporating ECAs. Part 1 provides guidelines for evaluation methodologies and the identification of design and evaluation parameters. Part 2 demonstrates the importance of considering the user's perspective and interaction experience. Part 3 addresses issues in fine-tuning design parameters of ECAs and verifying the perceived effect. Finally, in Part 4 lessons learned from a number of application case studies are presented. The book is intended for both ECA researchers in academia and industry, and developers and designers interested in applying the technology.

Author : Robert J. Moore
Publisher : Springer
ISBN 13 : 3319955799
Total Pages : 204 pages
Book Rating : 4.97/5 ( download)

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Download or read book Studies in Conversational UX Design written by Robert J. Moore and published by Springer. This book was released on 2018-09-03 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: As voice interfaces and virtual assistants have moved out of the industry research labs and into the pockets, desktops and living rooms of the general public, a demand for a new kind of user experience (UX) design is emerging. Although the people are becoming familiar with Siri, Alexa, Cortana and others, their user experience is still characterized by short, command- or query-oriented exchanges, rather than longer, conversational ones. Limitations of the microphone and natural language processing technologies are only part of the problem. Current conventions of UX design apply mostly to visual user interfaces, such as web or mobile; they are less useful for deciding how to organize utterances, by the user and the virtual agent, into sequences that work like those of natural human conversation. This edited book explores the intersection of UX design, of both text- or voice-based virtual agents, and the analysis of naturally occurring human conversation (e.g., the Conversation Analysis, Discourse Analysis and Interactional Sociolinguistics literatures). It contains contributions from researchers, from academia and industry, with varied backgrounds working in the area of human-computer interaction. Each chapter explores some aspect of conversational UX design. Some describe the design challenges faced in creating a particular virtual agent. Others discuss how the findings from the literatures of the social sciences can inform a new kind of UX design that starts with conversation.

Author : Sara Hofmann
Publisher : Springer Nature
ISBN 13 : 3030648230
Total Pages : 480 pages
Book Rating : 4.37/5 ( download)

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Download or read book Designing for Digital Transformation. Co-Creating Services with Citizens and Industry written by Sara Hofmann and published by Springer Nature. This book was released on 2020-12-01 with total page 480 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the thoroughly refereed proceedings of the 15th International Conference on Design Science Research in Information Systems and Technology, DESRIST 2020, held in Kristiansand, Norway, in December 2020. The 28 revised full research papers included in the volume together with 7 research-in-progress papers and 9 prototype papers, were carefully reviewed and selected from 93 submissions. They are organized in the following topical sections: digital public services; data science; design principles; methodology; platforms and networks; and service science. Due to the Corona pandemic this event was held virtually.

Author : Constantine Stephanidis
Publisher : CRC Press
ISBN 13 : 1040088961
Total Pages : 467 pages
Book Rating : 4.68/5 ( download)

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Download or read book Human-Computer Interaction in Intelligent Environments written by Constantine Stephanidis and published by CRC Press. This book was released on 2024-08-29 with total page 467 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers readers a holistic understanding of intelligent environments, encompassing their definition, design, interaction paradigms, the role of Artificial Intelligence (AI), and the associated broader philosophical and procedural aspects. Elaborates on AI research and the creation of intelligent environments. Zooms in on designing interactions with the IoT, intelligent agents and robots. Discusses overarching topics for the design of intelligent environments, including user interface adaptation, design for all, sustainability, cybersecurity, privacy and trust. Provides insights into the intricacies of various intelligent environment contexts, such as in automotive, urban interfaces, smart cities and beyond. This book has been written for individuals interested in Human-Computer Interaction research and applications.

Author : Andreas Drechsler
Publisher : Springer Nature
ISBN 13 : 3031065166
Total Pages : 514 pages
Book Rating : 4.63/5 ( download)

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Download or read book The Transdisciplinary Reach of Design Science Research written by Andreas Drechsler and published by Springer Nature. This book was released on 2022-05-26 with total page 514 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book constitutes the thoroughly refereed proceedings of the 17th International Conference on Design Science Research in Information Systems and Technology, DESRIST 2022, held in Tampa, FL, USA, in June 2022. The 37 revised full research papers, included in the volume were carefully reviewed and selected from 103 submissions. They are organized in the following topical sections: ​Transdisciplinary Research & DSR (theme Track); Blockchain Information Systems; Intelligent Systems and Human Interaction; Healthcare Systems and Quality of Life; Innovation and Entrepreneurship; Sustainability and Responsible Design (Environmental Issues, Human Values and ethical Design); Human Safety and Cybersecurity; Emerging DSR Methods and Processes; Designers and Collaborative DSR; and Education and DSR.