Tell Me About Yourself: Using an AI-Powered Chatbot to Conduct Conversational Surveys with Open-ended Questions
Tell Me About Yourself: Using an AI-Powered Chatbot to Conduct Conversational Surveys with Open-ended Questions
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告诉我你自己：使用人工智能驱动的聊天机器人进行带有开放式问题的对话式调查
DOI：
10.1145/3381804
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发表时间：
2020
影响因子：
3.7
通讯作者：
Yang, Huahai
中科院分区：
文献类型：
--
作者：
Xiao, Ziang;Zhou, Michelle X.;Liao, Q. Vera;Mark, Gloria;Chi, Changyan;Chen, Wenxi;Yang, Huahai
越来越强大的聊天机器人的崛起提供了一种通过对话调查收集信息的新方式，聊天机器人会提出开放式问题，解释用户的自由文本回复，并在需要时探查答案。为了研究这种聊天机器人在进行调查方面的有效性和局限性，我们进行了一项涉及约600名参与者的实地研究。在这项主要是开放式问题的研究中，一半的参与者在Qualtrics上进行了一项典型的在线调查，另一半则与人工智能聊天机器人进行了互动，完成了一项会话调查。我们对超过5200个自由文本回复的详细分析表明，聊天机器人推动了更高水平的参与者参与度，并在信息量、相关性、特异性和清晰度方面引发了更优质的回复，这是由Gricean格言衡量的。基于我们的研究结果，我们讨论了创建人工智能聊天机器人进行有效调查等方面的设计含义。
The rise of increasingly more powerful chatbots offers a new way to collect information through conversational surveys, where a chatbot asks open-ended questions, interprets a user’s free-text responses, and probes answers whenever needed. To investigate the effectiveness and limitations of such a chatbot in conducting surveys, we conducted a field study involving about 600 participants. In this study with mostly open-ended questions, half of the participants took a typical online survey on Qualtrics and the other half interacted with an AI-powered chatbot to complete a conversational survey. Our detailed analysis of over 5,200 free-text responses revealed that the chatbot drove a significantly higher level of participant engagement and elicited significantly better quality responses measured by Gricean Maxims in terms of their informativeness, relevance, specificity, and clarity. Based on our results, we discuss design implications for creating AI-powered chatbots to conduct effective surveys and beyond.