A turn to language: How interactional sociolinguistics informs the redesign of prompt:response chatbot turns

Dippold, Doris; Lynden, Jenny; Shrubsall, Rob; Ingram, Rich

doi:10.1016/j.dcm.2020.100432

Cited by 18 publications

(16 citation statements)

References 42 publications

(49 reference statements)

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“…In spite of this, it has been argued that quality in chatbot conversational design has not kept pace with the developments in the uptake of such chatbots [14]. To strengthen conversational design, conversation analysis is used to guide the design [29] and redesign [30] of chatbot conversations.…”

Section: Analysis Of Chatbot Dialoguementioning

confidence: 99%

Investigating the user experience of customer service chatbot interaction: a framework for qualitative analysis of chatbot dialogues

Følstad

Taylor

2021

Qual User Exp

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The uptake of chatbots for customer service depends on the user experience. For such chatbots, user experience in particular concerns whether the user is provided relevant answers to their queries and the chatbot interaction brings them closer to resolving their problem. Dialogue data from interactions between users and chatbots represents a potentially valuable source of insight into user experience. However, there is a need for knowledge of how to make use of these data. Motivated by this, we present a framework for qualitative analysis of chatbot dialogues in the customer service domain. The framework has been developed across several studies involving two chatbots for customer service, in collaboration with the chatbot hosts. We present the framework and illustrate its application with insights from three case examples. Through the case findings, we show how the framework may provide insight into key drivers of user experience, including response relevance and dialogue helpfulness (Case 1), insight to drive chatbot improvement in practice (Case 2), and insight of theoretical and practical relevance for understanding chatbot user types and interaction patterns (Case 3). On the basis of the findings, we discuss the strengths and limitations of the framework, its theoretical and practical implications, and directions for future work.

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Section: Analysis Of Chatbot Dialoguementioning

confidence: 99%

Investigating the user experience of customer service chatbot interaction: a framework for qualitative analysis of chatbot dialogues

Følstad

Taylor

2021

Qual User Exp

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“…A forward-focused review of useful pragmatic principles for future chatbot design is provided by Dippold et al (2020).…”

Section: Likely Future Developmentsmentioning

confidence: 99%

The Dawn of the Human-Machine Era: A forecast of new and emerging language technologies

Sayers¹,

Sousa‐Silva²,

Höhn³

et al. 2021

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New language technologies are coming, thanks to the huge and competing private investment fuelling rapid progress; we can either understand and foresee their effects, or be taken by surprise and spend our time trying to catch up. This report scketches out some transformative new technologies that are likely to fundamentally change our use of language. Some of these may feel unrealistically futuristic or far-fetched, but a central purpose of this report - and the wider LITHME network - is to illustrate that these are mostly just the logical development and maturation of technologies currently in prototype. But will everyone benefit from all these shiny new gadgets? Throughout this report we emphasise a range of groups who will be disadvantaged and issues of inequality. Important issues of security and privacy will accompany new language technologies. A further caution is to re-emphasise the current limitations of AI. Looking ahead, we see many intriguing opportunities and new capabilities, but a range of other uncertainties and inequalities. New devices will enable new ways to talk, to translate, to remember, and to learn. But advances in technology will reproduce existing inequalities among those who cannot afford these devices, among the world’s smaller languages, and especially for sign language. Debates over privacy and security will flare and crackle with every new immersive gadget. We will move together into this curious new world with a mix of excitement and apprehension - reacting, debating, sharing and disagreeing as we always do. Plug in, as the human-machine era dawns.

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“…The Study of personal address has always been a popular topic within sociolinguistics because address terms open communicative acts and set the tone for the interchanges that follow (McKee et al, 2021;Susanto, 2014). Addressing the term is one of the sociolinguistics aspects, it refers to a name that might come from status (Beaulieu et al, 2018;Dippold et al, 2020). Gorontalese language is one of the local languages which have a relation with the society and social aspect.…”

Section: Discussionmentioning

confidence: 99%

Defining the Addressing Terms in Indonesian Language (A Case Study of Gorontalese)

Olii

2021

JPBI

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As one aspect of sociolinguistics, social communication is used to indicate relationships in society and refers to names that may come from status. Indonesia has many regional languages, one of which is Gorontalo. In Gorontalo, there are many regional languages. This study aims to analyze the meaning of the greeting terms used by the Gorontalo language speakers. The qualitative descriptive method was used in this study through interviews. Informants were taken based on the criteria of native speakers, adults, able to speak and understand the language, good speaking skills, and socially acceptable groups. The data collection uses a list of words and sentences about the term nicknames in Indonesian as an instrument. The steps to analyze the data are unitization, categorization, explanation, and interpretation. The study results found several greeting terms in the Gorontalo language, namely community, and religious leaders, grandparents' relationships with parents, grandchildren, neighbors, and friends. The greeting terms here are used in the formal and informal language during a conversation, and each language that exists in different or different communication has its characteristics in using the greeting term.

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A turn to language: How interactional sociolinguistics informs the redesign of prompt:response chatbot turns

Abstract: For guidance on citations see FAQs.

Cited by 18 publications

References 42 publications

Investigating the user experience of customer service chatbot interaction: a framework for qualitative analysis of chatbot dialogues

Investigating the user experience of customer service chatbot interaction: a framework for qualitative analysis of chatbot dialogues

The Dawn of the Human-Machine Era: A forecast of new and emerging language technologies

Defining the Addressing Terms in Indonesian Language (A Case Study of Gorontalese)

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