A Taxonomy of Social Cues for Conversational Agents
A Taxonomy of Social Cues for Conversational Agents
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DOI：
10.1016/j.ijhcs.2019.07.009
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发表时间：
2019-12-01
影响因子：
5.4
通讯作者：
Maedche, Alexander
中科院分区：
文献类型：
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作者：
Feine, Jasper;Gnewuch, Ulrich;Maedche, Alexander
会话代理(CA)是一种基于软件的系统，旨在使用自然语言与人类进行交互，近年来引起了相当大的研究兴趣。继计算机之后，许多研究表明，当CA显示诸如闲聊、性别、年龄、手势或面部表情等社交线索时，人类会对CA做出社交反应。然而，对CA的社会线索的研究分散在不同的领域，通常使用特定的术语，这使得识别、分类和积累现有知识具有挑战性。为了解决这个问题，我们进行了系统的文献回顾，从现有的研究中确定了一组关于CA的初步社会线索。在人际交际理论分类的基础上，我们发展了一种分类方法，将识别出的社交线索分为四大类(即言语、视觉、听觉、无形)和十个亚类。随后，我们使用卡片分类方法评估了识别的社交线索和类别之间的映射，以验证分类是自然、简单和简约的。最后，我们通过从现有的研究和实践中对CA的一组更广泛和更通用的社会线索进行分类来证明分类的有效性。我们的主要贡献是对CM的社会线索进行了全面的分类。对于研究者来说，分类法有助于将有关社会线索的研究系统地分类到分类法的一个类别和相应的子类别中。因此，它在不同研究领域之间架起了一座桥梁，为跨学科研究和知识积累提供了起点。对于从业者来说，分类法提供了相关类别的社会线索的系统概述，以便识别、实现和测试它们在CA设计中的效果。
Conversational agents (CAs) are software-based systems designed to interact with humans using natural language and have attracted considerable research interest in recent years. Following the Computers Are Social Actors paradigm, many studies have shown that humans react socially to CAs when they display social cues such as small talk, gender, age, gestures, or facial expressions. However, research on social cues for CAs is scattered across different fields, often using their specific terminology, which makes it challenging to identify, classify, and accumulate existing knowledge. To address this problem, we conducted a systematic literature review to identify an initial set of social cues of CAs from existing research. Building on classifications from interpersonal communication theory, we developed a taxonomy that classifies the identified social cues into four major categories (i.e., verbal, visual, auditory, invisible) and ten subcategories. Subsequently, we evaluated the mapping between the identified social cues and the categories using a card sorting approach in order to verify that the taxonomy is natural, simple, and parsimonious. Finally, we demonstrate the usefulness of the taxonomy by classifying a broader and more generic set of social cues of CAs from existing research and practice. Our main contribution is a comprehensive taxonomy of social cues for CM. For researchers, the taxonomy helps to systematically classify research about social cues into one of the taxonomy's categories and corresponding subcategories. Therefore, it builds a bridge between different research fields and provides a starting point for interdisciplinary research and knowledge accumulation. For practitioners, the taxonomy provides a systematic overview of relevant categories of social cues in order to identify, implement, and test their effects in the design of a CA.