Recovering from Dialogue Failures Using Multiple Agents in Wealth Management Advice
Recovering from Dialogue Failures Using Multiple Agents in Wealth Management Advice
复制标题
在财富管理建议中使用多个代理从对话失败中恢复
DOI：
10.1007/978-3-319-95579-7_7
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发表时间：
2018
期刊：
影响因子：
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通讯作者：
Claudio S. Pinhanez
中科院分区：
文献类型：
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作者：
Heloisa Candello;Claudio S. Pinhanez
在本文中，我们讨论了对话失败及其如何影响用户体验，特别是针对多机器人对话系统的场景。此外，我们还展示了使用多个聊天机器人如何提供新的策略来克服误解，并使用户保持在对话流程中。为了提供这些结论和建议，我们描述了一项使用多机器人财富管理咨询系统的研究，参与者同时与四个聊天机器人交谈。我们应用主题网络分析分析了每个对话日志，并手动识别了对话失败的主要实例，通常是由聊天机器人误解或系统故障引起的。我们检查了每次失败后用户的后续话语，以及用户的应对策略。我们将我们的发现分类为最常见的用户策略列表，并强调了多机器人方法在帮助对话失败方面提供的解决方案。
In this paper, we discuss dialogue failures and how this affects the user experience, specifically for a scenario of a multi-bot conversational system. Additionally, we show how the use of multiple chatbots provide new strategies to overcome misunderstandings and to keep the user in the conversation flow. To inform such conclusions and recommendations, we describe a study with a multi-bot wealth management advice system in which participants conversed with four chatbots simultaneously. We analyzed each conversation log applying thematic network analysis and manually identified the main instances of dialogue failures, usually provoked by chatbot misunderstandings or system breakdowns. We examined the follow-up users’ utterances after each failure, and the users’ strategies to deal with them. We categorize our findings into a list of the most common users’ strategies, and highlight solutions provided by a multi-bot approach in assisting the dialogue failures.