TY - GEN
T1 - Creating Humanlike Chatbots
T2 - 3rd International Workshop on Chatbot Research and Design, CONVERSATIONS 2019
AU - Liebrecht, Christine
AU - van Hooijdonk, Charlotte
PY - 2020/1/1
Y1 - 2020/1/1
N2 - Currently, conversations with chatbots are perceived as unnatural and impersonal. One way to enhance the feeling of humanlike responses is by implementing an engaging communication style (i.e., Conversational Human Voice (CHV); Kelleher 2009) which positively affects people’s perceptions of the organization. This communication style contributes to the effectiveness of online communication between organizations and customers (i.e., webcare), and is of high relevance to chatbot design and development. This project aimed to investigate how insights on the use of CHV in organizations’ messages and the perceptions of CHV can be implemented in customer service automation. A corpus study was conducted to investigate which linguistic elements are used in organizations’ messages. Subsequently, an experiment was conducted to assess to what extent linguistic elements contribute to the perception of CHV. Based on these two studies, we investigated whether the amount of CHV can be identified automatically. These findings could be used to design humanlike chatbots that use a natural and personal communication style like their human conversation partner.
AB - Currently, conversations with chatbots are perceived as unnatural and impersonal. One way to enhance the feeling of humanlike responses is by implementing an engaging communication style (i.e., Conversational Human Voice (CHV); Kelleher 2009) which positively affects people’s perceptions of the organization. This communication style contributes to the effectiveness of online communication between organizations and customers (i.e., webcare), and is of high relevance to chatbot design and development. This project aimed to investigate how insights on the use of CHV in organizations’ messages and the perceptions of CHV can be implemented in customer service automation. A corpus study was conducted to investigate which linguistic elements are used in organizations’ messages. Subsequently, an experiment was conducted to assess to what extent linguistic elements contribute to the perception of CHV. Based on these two studies, we investigated whether the amount of CHV can be identified automatically. These findings could be used to design humanlike chatbots that use a natural and personal communication style like their human conversation partner.
KW - Chatbots
KW - Conversational Human Voice
KW - Linguistic elements
KW - Tool development
UR - http://www.scopus.com/inward/record.url?scp=85079105555&partnerID=8YFLogxK
U2 - 10.1007/978-3-030-39540-7_4
DO - 10.1007/978-3-030-39540-7_4
M3 - Conference contribution
AN - SCOPUS:85079105555
SN - 978-3-030-39539-1
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 51
EP - 64
BT - Chatbot Research and Design
A2 - Følstad, Asbjørn
A2 - Araujo, Theo
A2 - Papadopoulos, Symeon
A2 - Law, Effie Lai-Chong
A2 - Granmo, Ole-Christoffer
A2 - Luger, Ewa
A2 - Brandtzaeg, Petter Bae
PB - Springer
Y2 - 19 November 2019 through 20 November 2019
ER -