Chatbots and communication: a qualitative analysis of communicative aspects of conversational interfaces
Autor(a) principal: | |
---|---|
Data de Publicação: | 2020 |
Tipo de documento: | Dissertação |
Idioma: | eng |
Título da fonte: | Repositório Institucional da UFMG |
Texto Completo: | http://hdl.handle.net/1843/62392 https://orcid.org/0000-0001-7686-5447 |
Resumo: | Recently, text-based chatbots had a rise in popularity, possibly due to new APIs for online social networks and messenger services, and development platforms that help dealing with all the necessary Natural Language Processing. However, as chatbots mainly use natural language as interface, users may struggle to discover which sentences the chatbots will understand and what they can do. So it is important to support designers in deciding how to convey the chatbots' features, as this might determine whether the user will continue chatting or not. In this work, our goal is to analyze the communicative strategies used by popular chatbots when conveying their features to users. We used the Semiotic Inspection Method (SIM) for that end, and we were able to identify 11 strategies used by the analyzed chatbots for conveying their features to users. We then consolidated these findings by analyzing other ten chatbots. Later, we further analyzed the chatbot communication with an exploratory investigation of Pragmatics aspects of Speech Acts and Cooperative and Politeness Principles. We also conducted user studies comparing different approaches to chatbot design and the use of the previously identified strategies. Finally, we discuss the use of these strategies, challenges for designing such interfaces, limitations of using SIM and our methodology on them, and users' perception of different ways of interacting with chatbots and their communicative strategies. |
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Raquel Oliveira Prateshttp://lattes.cnpq.br/2951269593210008Heloisa Caroline de Souza Pereira CandelloCristiano MacielThiago Castro FerreiraPedro Olmo Stancioli Vaz de Melohttp://lattes.cnpq.br/5059840324263047Francisco Albernaz Machado Valério2024-01-03T01:18:09Z2024-01-03T01:18:09Z2020-07-02http://hdl.handle.net/1843/62392https://orcid.org/0000-0001-7686-5447Recently, text-based chatbots had a rise in popularity, possibly due to new APIs for online social networks and messenger services, and development platforms that help dealing with all the necessary Natural Language Processing. However, as chatbots mainly use natural language as interface, users may struggle to discover which sentences the chatbots will understand and what they can do. So it is important to support designers in deciding how to convey the chatbots' features, as this might determine whether the user will continue chatting or not. In this work, our goal is to analyze the communicative strategies used by popular chatbots when conveying their features to users. We used the Semiotic Inspection Method (SIM) for that end, and we were able to identify 11 strategies used by the analyzed chatbots for conveying their features to users. We then consolidated these findings by analyzing other ten chatbots. Later, we further analyzed the chatbot communication with an exploratory investigation of Pragmatics aspects of Speech Acts and Cooperative and Politeness Principles. We also conducted user studies comparing different approaches to chatbot design and the use of the previously identified strategies. Finally, we discuss the use of these strategies, challenges for designing such interfaces, limitations of using SIM and our methodology on them, and users' perception of different ways of interacting with chatbots and their communicative strategies.Recentemente, a popularidade de chatbots baseados em texto aumentou, possivelmente devido a novas APIs de redes sociais e serviços de mensagens e plataformas de desenvolvimento que ajudam a lidar com o Processamento de Linguagem Natural necessário. Entretanto, como os chatbots usam principalmente linguagem natural como interface, usuários podem ter problemas para descobrir quais frases os chatbots vão conseguir entender e o que eles conseguem fazer. Por isso é importante apoiar projetistas na hora de decidir como transmitir aos usuários quais são as funcionalidades do chatbot, uma vez que isso pode determinar se o usuário vai continuar utilizando-o ou não. O objetivo deste trabalho é analisar as estratégias de comunicação utilizadas em chatbots populares para mostrar suas funcionalidades a usuários. Utilizando o Método de Inspeção Semiótica (MIS), descobrimos 11 estratégias para informar funcionalidades a usuários utilizadas nos chatbots analisados. Então analisamos outros dez chatbots para consolidar essas descobertas. Na sequência, realizamos uma pesquisa exploratória utilizando aspectos pragmáticos como Atos de Fala e Princípios Cooperativo e da Polidez para analisar a comunicação com chatbots. Também foram conduzidos estudos com usuários comparando abordagens distintas no projeto de chatbots e o uso das estratégias identificadas anteriormente. Finalmente, discutimos o uso dessas estratégias, os desafios no projeto desse tipo de interface, limitações do uso do MIS e da nossa metodologia neste contexto, e a percepção de usuários sobre diferentes maneiras de interação com chatbots e suas estratégias de comunicação.CNPq - Conselho Nacional de Desenvolvimento Científico e TecnológicoengUniversidade Federal de Minas GeraisPrograma de Pós-Graduação em Ciência da ComputaçãoUFMGBrasilICX - DEPARTAMENTO DE CIÊNCIA DA COMPUTAÇÃOhttp://creativecommons.org/licenses/by-nc-nd/3.0/pt/info:eu-repo/semantics/openAccessComputação – TesesChatbots – TesesEngenharia Semiótica – TesesMétodo de Inspeção Semiótica - TesesChatbotsConversational InterfacesSemiotic EngineeringSemiotic Inspection MethodSpeech ActsChatbots and communication: a qualitative analysis of communicative aspects of conversational interfacesChatbots e comunicação: uma análise qualitativa de aspectos comunicacionais de interfaces conversacionaisinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisreponame:Repositório Institucional da UFMGinstname:Universidade Federal de Minas Gerais (UFMG)instacron:UFMGORIGINALDissertexExFinalDeluxeSigned.pdfDissertexExFinalDeluxeSigned.pdfapplication/pdf5771510https://repositorio.ufmg.br/bitstream/1843/62392/1/DissertexExFinalDeluxeSigned.pdfa97ed532cd4ec3fb424795432f616765MD51CC-LICENSElicense_rdflicense_rdfapplication/rdf+xml; charset=utf-8811https://repositorio.ufmg.br/bitstream/1843/62392/2/license_rdfcfd6801dba008cb6adbd9838b81582abMD52LICENSElicense.txtlicense.txttext/plain; charset=utf-82118https://repositorio.ufmg.br/bitstream/1843/62392/3/license.txtcda590c95a0b51b4d15f60c9642ca272MD531843/623922024-01-02 22:18:09.714oai:repositorio.ufmg.br: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ório de PublicaçõesPUBhttps://repositorio.ufmg.br/oaiopendoar:2024-01-03T01:18:09Repositório Institucional da UFMG - Universidade Federal de Minas Gerais (UFMG)false |
dc.title.pt_BR.fl_str_mv |
Chatbots and communication: a qualitative analysis of communicative aspects of conversational interfaces |
dc.title.alternative.pt_BR.fl_str_mv |
Chatbots e comunicação: uma análise qualitativa de aspectos comunicacionais de interfaces conversacionais |
title |
Chatbots and communication: a qualitative analysis of communicative aspects of conversational interfaces |
spellingShingle |
Chatbots and communication: a qualitative analysis of communicative aspects of conversational interfaces Francisco Albernaz Machado Valério Chatbots Conversational Interfaces Semiotic Engineering Semiotic Inspection Method Speech Acts Computação – Teses Chatbots – Teses Engenharia Semiótica – Teses Método de Inspeção Semiótica - Teses |
title_short |
Chatbots and communication: a qualitative analysis of communicative aspects of conversational interfaces |
title_full |
Chatbots and communication: a qualitative analysis of communicative aspects of conversational interfaces |
title_fullStr |
Chatbots and communication: a qualitative analysis of communicative aspects of conversational interfaces |
title_full_unstemmed |
Chatbots and communication: a qualitative analysis of communicative aspects of conversational interfaces |
title_sort |
Chatbots and communication: a qualitative analysis of communicative aspects of conversational interfaces |
author |
Francisco Albernaz Machado Valério |
author_facet |
Francisco Albernaz Machado Valério |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Raquel Oliveira Prates |
dc.contributor.advisor1Lattes.fl_str_mv |
http://lattes.cnpq.br/2951269593210008 |
dc.contributor.advisor-co1.fl_str_mv |
Heloisa Caroline de Souza Pereira Candello |
dc.contributor.referee1.fl_str_mv |
Cristiano Maciel |
dc.contributor.referee2.fl_str_mv |
Thiago Castro Ferreira |
dc.contributor.referee3.fl_str_mv |
Pedro Olmo Stancioli Vaz de Melo |
dc.contributor.authorLattes.fl_str_mv |
http://lattes.cnpq.br/5059840324263047 |
dc.contributor.author.fl_str_mv |
Francisco Albernaz Machado Valério |
contributor_str_mv |
Raquel Oliveira Prates Heloisa Caroline de Souza Pereira Candello Cristiano Maciel Thiago Castro Ferreira Pedro Olmo Stancioli Vaz de Melo |
dc.subject.por.fl_str_mv |
Chatbots Conversational Interfaces Semiotic Engineering Semiotic Inspection Method Speech Acts |
topic |
Chatbots Conversational Interfaces Semiotic Engineering Semiotic Inspection Method Speech Acts Computação – Teses Chatbots – Teses Engenharia Semiótica – Teses Método de Inspeção Semiótica - Teses |
dc.subject.other.pt_BR.fl_str_mv |
Computação – Teses Chatbots – Teses Engenharia Semiótica – Teses Método de Inspeção Semiótica - Teses |
description |
Recently, text-based chatbots had a rise in popularity, possibly due to new APIs for online social networks and messenger services, and development platforms that help dealing with all the necessary Natural Language Processing. However, as chatbots mainly use natural language as interface, users may struggle to discover which sentences the chatbots will understand and what they can do. So it is important to support designers in deciding how to convey the chatbots' features, as this might determine whether the user will continue chatting or not. In this work, our goal is to analyze the communicative strategies used by popular chatbots when conveying their features to users. We used the Semiotic Inspection Method (SIM) for that end, and we were able to identify 11 strategies used by the analyzed chatbots for conveying their features to users. We then consolidated these findings by analyzing other ten chatbots. Later, we further analyzed the chatbot communication with an exploratory investigation of Pragmatics aspects of Speech Acts and Cooperative and Politeness Principles. We also conducted user studies comparing different approaches to chatbot design and the use of the previously identified strategies. Finally, we discuss the use of these strategies, challenges for designing such interfaces, limitations of using SIM and our methodology on them, and users' perception of different ways of interacting with chatbots and their communicative strategies. |
publishDate |
2020 |
dc.date.issued.fl_str_mv |
2020-07-02 |
dc.date.accessioned.fl_str_mv |
2024-01-03T01:18:09Z |
dc.date.available.fl_str_mv |
2024-01-03T01:18:09Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/1843/62392 |
dc.identifier.orcid.pt_BR.fl_str_mv |
https://orcid.org/0000-0001-7686-5447 |
url |
http://hdl.handle.net/1843/62392 https://orcid.org/0000-0001-7686-5447 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.rights.driver.fl_str_mv |
http://creativecommons.org/licenses/by-nc-nd/3.0/pt/ info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
http://creativecommons.org/licenses/by-nc-nd/3.0/pt/ |
eu_rights_str_mv |
openAccess |
dc.publisher.none.fl_str_mv |
Universidade Federal de Minas Gerais |
dc.publisher.program.fl_str_mv |
Programa de Pós-Graduação em Ciência da Computação |
dc.publisher.initials.fl_str_mv |
UFMG |
dc.publisher.country.fl_str_mv |
Brasil |
dc.publisher.department.fl_str_mv |
ICX - DEPARTAMENTO DE CIÊNCIA DA COMPUTAÇÃO |
publisher.none.fl_str_mv |
Universidade Federal de Minas Gerais |
dc.source.none.fl_str_mv |
reponame:Repositório Institucional da UFMG instname:Universidade Federal de Minas Gerais (UFMG) instacron:UFMG |
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UFMG |
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UFMG |
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Repositório Institucional da UFMG |
collection |
Repositório Institucional da UFMG |
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