Exploring the Effects of Incorporating Human Experts to Deliver Journaling Guidance through a Chatbot
Exploring the Effects of Incorporating Human Experts to Deliver Journaling Guidance through a Chatbot
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探索结合人类专家通过聊天机器人提供日记指导的效果
DOI：
10.1145/3449196
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发表时间：
2021
影响因子：
--
通讯作者：
Yun Huang
中科院分区：
文献类型：
--
作者：
Yi;Naomi Yamashita;Yun Huang
聊天机器人被认为是一种有前途的提供指导的技术。先前的研究表明，聊天机器人有潜力指导用户学习不同的技能；然而，基于聊天机器人的方法仍然存在一些局限性。人们可能会不再使用聊天机器人引导的系统，并且无法遵循复杂任务的指导。在本文中，我们设计了有（HC）和没有（OC）人工支持的聊天机器人，为人们练习日记技能提供指导。我们对 35 名参与者进行了一项混合方法研究，以调查他们的实际交互、感知交互以及与两个聊天机器人交互的效果。参与者被随机分配使用其中一个聊天机器人四个星期。我们的结果表明，与 OC 参与者相比，HC 参与者在日记实践中更忠实地遵循指导，并且对聊天机器人系统的参与度和信任度明显更高。然而，在完成日记技能培训课程后，OC 参与者比 HC 参与者更愿意继续使用学到的技能。我们的工作为将人类支持整合到基于聊天机器人的干预措施中以提供指导的设计提供了新的见解。
Chatbots are regarded as a promising technology for delivering guidance. Prior studies show that chatbots have the potential of coaching users to learn different skills; however, several limitations of chatbot-based approaches remain. People may become disengaged from using chatbot-guided systems and fail to follow the guidance for complex tasks. In this paper, we design chatbots with (HC) and without (OC) human support to deliver guidance for people to practice journaling skills. We conducted a mixed-method study with 35 participants to investigate their actual interaction, perceived interaction, and the effects of interacting with the two chatbots. The participants were randomly assigned to use one of the chatbots for four weeks. Our results show that the HC participants followed the guidance more faithfully during journaling practices and perceived a significantly higher level of engagement and trust with the chatbot system than the OC participants. However, after finishing the journaling-skill training session, the OC participants were more willing to keep using the learned skills than the HC participants. Our work provides new insights into the design of integrating human support into chatbot-based interventions for delivering guidance.