Creating Humanlike Chatbots: What Chatbot Developers Could Learn from Webcare Employees in Adopting a Conversational Human Voice
Creating Humanlike Chatbots: What Chatbot Developers Could Learn from Webcare Employees in Adopting a Conversational Human Voice
复制标题
创建人性化的聊天机器人：聊天机器人开发人员可以向 Webcare 员工学习如何采用人声对话
DOI：
10.1007/978-3-030-39540-7_4
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发表时间：
2020
期刊：
影响因子：
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通讯作者：
C. V. Hooijdonk
中科院分区：
文献类型：
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作者：
Christine Liebrecht;C. V. Hooijdonk
目前，与聊天机器人的对话被认为是不自然和不人性化的。增强人性化反应感觉的一种方法是实施一种引人入胜的沟通方式（即对话式人声（CHV）；Kelleher，2009），这会积极影响人们对组织的看法。这种沟通方式有助于提高组织和客户之间在线沟通的有效性（即网络护理）。这种沟通方式与聊天机器人的设计和开发高度相关。该项目旨在研究如何在客户服务自动化中实施对组织消息中 CHV 的使用以及 CHV 认知的见解。进行了语料库研究，以调查组织信息中使用了哪些语言元素。随后，进行了一项实验来评估语言元素在多大程度上有助于 CHV 的感知。基于这两项研究，我们研究了是否可以自动识别 CHV 的量。这些发现可用于设计类人聊天机器人，这些机器人使用像人类对话伙伴一样自然和个人的沟通方式。
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). This communication style 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.