Desenho de Linguagem de Chatbots: influência da variação da linguagem na experiência do usuário com chatbot assistente de turismo
Resumo
Este artigo é uma versão resumida e traduzida para o Português do Brasil do artigo “Chatbots Language Design: The Influence of Language Variation on User Experience with Tourist Assistant Chatbots”, publicado no periódico “ACM Transactions on Computer-Human Interaction, Vol. 29, No. 2”. O objetivo desta publicação é expandir o alcance dessa publicação para a comunidade brasileira de sistemas colaborativos e fomentar a discussão da comunidade sobre a necessidade de utilizar linguagem apropriada ao contexto no desenvolvimento de chatbots para garantir o engajamento e interação a longo prazo com estes agentes conversacionais. O experimento apresentado neste artigo utilizou um chatbot no contexto de turismo. Os resultados mostram a relevância do uso apropriado da linguagem para a credibilidade do agente e presença social, o que são importantes para garantir a interação a longo prazo. A versão original do artigo com resultados completos pode ser encontrada em https://doi.org/10.1145/3487193.
Referências
Actis-Grosso, R., Capellini, R., Ghedin, F., and Tassistro, F. (2021). Implicit Measures as a Useful Tool for Evaluating User Experience. In International Conference on Human-Computer Interaction, pages 3–20. Springer.
Araujo, T. (2018). Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions. Computers in Human Behavior, 85:183–189. Publisher: Elsevier.
Balaji, D. (2019). Assessing user satisfaction with information chatbots: a preliminary investigation. Master’s thesis, University of Twente.
Beriault-Poirier, A., Prom Tep, S., and Sénécal, S. (2018). Putting chatbots to the test: does the user experience score higher with chatbots than websites? In International Conference on Human Systems Engineering and Design: Future Trends and Applications, pages 204–212. Springer.
Biber, D. and Conrad, S. (2019). Register, genre, and style. Cambridge University Press, New York, NY, USA, 2 edition.
Brandtzaeg, P. B. and Følstad, A. (2018). Chatbots: changing user needs and motivations. Interactions, 25(5):38–43. Publisher: ACM.
Chaves, A. P., Egbert, J., Hocking, T., Doerry, E., and Gerosa, M. A. (2022). Chatbots language design: the influence of language variation on user experience with tourist assistant chatbots. ACM Transactions on Computer-Human Interaction, 29(2):13:1–13:38.
Chaves, A. P. and Gerosa, M. A. (2020). How Should My Chatbot Interact? A Survey on Social Characteristics in Human–Chatbot Interaction Design. International Journal of Human–Computer Interaction, 37(8):1–30. Publisher: Taylor & Francis eprint: https://doi.org/10.1080/10447318.2020.1841438.
Elsholz, E., Chamberlain, J., and Kruschwitz, U. (2019). Exploring Language Style in Chatbots to Increase Perceived Product Value and User Engagement. In Proceedings of the 2019 Conference on Human Information Interaction and Retrieval, pages 301–305, New York, NY, USA. ACM.
Feine, J., Gnewuch, U., Morana, S., and Maedche, A. (2019). A Taxonomy of Social Cues for Conversational Agents. Int. J. Hum.-Comput. Stud., 132:138–161.
Fujitsu (2021). Global Digital Transformation Survey Report 2021: Priorities in the post-pandemic world. Technical report, Fujitsu Future Insight.
Følstad, A. and Brandtzæg, P. B. (2017). Chatbots and the new world of HCI. interactions, 24(4):38–42. Publisher: ACM.
Ghosh, S. and Ghosh, S. (2021). “Do Users Need Human-like Conversational Agents?”–Exploring Conversational System Design Using Framework of Human Needs. In DESIRES 2021 –2nd International Conference on Design of Experimental Search Information REtrieval Systems, pages 1–11, Aachen, Germany. CEUR Workshop Proceedings.
Gnewuch, U., Morana, S., and Maedche, A. (2017). Towards Designing Cooperative and Social Conversational Agents for Customer Service. In International Conference on Information Systems 2017, Proceedings 1, South Korea. Association for Information Systems.
Hoegen, R., Aneja, D., McDuff, D., and Czerwinski, M. (2019). An End-to-End Conversational Style Matching Agent. In Proceedings of the 19th ACM International Conference on Intelligent Virtual Agents, IVA ’19, pages 111–118, New York, NY, USA. Association for Computing Machinery. event-place: Paris, France.
Jakic, A., Wagner, M. O., and Meyer, A. (2017). The impact of language style accommodation during social media interactions on brand trust. Journal of Service Management, 28(3):418–441. Publisher: Emerald Publishing Limited.
Kim, S., Lee, J., and Gweon, G. (2019). Comparing data from chatbot and web surveys: Effects of platform and conversational style on survey response quality. In Proceedings of the 2019 CHI conference on human factors in computing systems, pages 1–12.
Liebrecht, C., Sander, L., and van Hooijdonk, C. (2020). Too Informal? How a Chatbot’s Communication Style Affects Brand Attitude and Quality of Interaction. In Conversations 2020: 4th international workshop on chatbot research.
Mordor Intelligence (2019). Chatbot market–growth, trends, COVID-19 impact, and forecasts (2022-2027). Technical report, Mordor Intelligence.
Resendez, V. (2020). A very formal agent: how culture, mode of dressing and linguistic style influence the perceptions toward an Embodied Conversational Agent? Master’s thesis, University of Twente.
Svikhnushina, E. and Pu, P. (2021). Key Qualities of Conversational Chatbots–the PEACE Model. In 26th International Conference on Intelligent User Interfaces, pages 520–530.
Tariverdiyeva, G. (2019). Chatbots’ Perceived Usability in Information Retrieval Tasks: An Exploratory Analysis. Master’s thesis, University of Twente.
Thomas, P., Czerwinski, M., McDuff, D., Craswell, N., and Mark, G. (2018). Style and Alignment in Information-Seeking Conversation. In Proceedings of the 2018 Conference on Human Information Interaction&Retrieval, pages 42–51, New York, NY, USA. ACM.
Tikhonov, A. and Yamshchikov, I. P. (2018). What is wrong with style transfer for texts? CoRR, abs/1808.04365. eprint: 1808.04365.
Weizenbaum, J. (1966). ELIZA—a computer program for the study of natural language communication between man and machine. Communications of the ACM, 9(1):36–45. Publisher: ACM.
Zhang, R., McNeese, N. J., Freeman, G., and Musick, G. (2021a). ”An Ideal Human”: Expectations of AI Teammates in Human-AI Teaming. Proceedings of the ACM on Human-Computer Interaction, 4(CSCW3):246:1–246:25.
Zhang, Z., Zhang, X., and Chen, L. (2021b). Informing the Design of a News Chatbot. In Proceedings of the 21th ACM International Conference on Intelligent Virtual Agents, pages 224–231.
Araujo, T. (2018). Living up to the chatbot hype: The influence of anthropomorphic design cues and communicative agency framing on conversational agent and company perceptions. Computers in Human Behavior, 85:183–189. Publisher: Elsevier.
Balaji, D. (2019). Assessing user satisfaction with information chatbots: a preliminary investigation. Master’s thesis, University of Twente.
Beriault-Poirier, A., Prom Tep, S., and Sénécal, S. (2018). Putting chatbots to the test: does the user experience score higher with chatbots than websites? In International Conference on Human Systems Engineering and Design: Future Trends and Applications, pages 204–212. Springer.
Biber, D. and Conrad, S. (2019). Register, genre, and style. Cambridge University Press, New York, NY, USA, 2 edition.
Brandtzaeg, P. B. and Følstad, A. (2018). Chatbots: changing user needs and motivations. Interactions, 25(5):38–43. Publisher: ACM.
Chaves, A. P., Egbert, J., Hocking, T., Doerry, E., and Gerosa, M. A. (2022). Chatbots language design: the influence of language variation on user experience with tourist assistant chatbots. ACM Transactions on Computer-Human Interaction, 29(2):13:1–13:38.
Chaves, A. P. and Gerosa, M. A. (2020). How Should My Chatbot Interact? A Survey on Social Characteristics in Human–Chatbot Interaction Design. International Journal of Human–Computer Interaction, 37(8):1–30. Publisher: Taylor & Francis eprint: https://doi.org/10.1080/10447318.2020.1841438.
Elsholz, E., Chamberlain, J., and Kruschwitz, U. (2019). Exploring Language Style in Chatbots to Increase Perceived Product Value and User Engagement. In Proceedings of the 2019 Conference on Human Information Interaction and Retrieval, pages 301–305, New York, NY, USA. ACM.
Feine, J., Gnewuch, U., Morana, S., and Maedche, A. (2019). A Taxonomy of Social Cues for Conversational Agents. Int. J. Hum.-Comput. Stud., 132:138–161.
Fujitsu (2021). Global Digital Transformation Survey Report 2021: Priorities in the post-pandemic world. Technical report, Fujitsu Future Insight.
Følstad, A. and Brandtzæg, P. B. (2017). Chatbots and the new world of HCI. interactions, 24(4):38–42. Publisher: ACM.
Ghosh, S. and Ghosh, S. (2021). “Do Users Need Human-like Conversational Agents?”–Exploring Conversational System Design Using Framework of Human Needs. In DESIRES 2021 –2nd International Conference on Design of Experimental Search Information REtrieval Systems, pages 1–11, Aachen, Germany. CEUR Workshop Proceedings.
Gnewuch, U., Morana, S., and Maedche, A. (2017). Towards Designing Cooperative and Social Conversational Agents for Customer Service. In International Conference on Information Systems 2017, Proceedings 1, South Korea. Association for Information Systems.
Hoegen, R., Aneja, D., McDuff, D., and Czerwinski, M. (2019). An End-to-End Conversational Style Matching Agent. In Proceedings of the 19th ACM International Conference on Intelligent Virtual Agents, IVA ’19, pages 111–118, New York, NY, USA. Association for Computing Machinery. event-place: Paris, France.
Jakic, A., Wagner, M. O., and Meyer, A. (2017). The impact of language style accommodation during social media interactions on brand trust. Journal of Service Management, 28(3):418–441. Publisher: Emerald Publishing Limited.
Kim, S., Lee, J., and Gweon, G. (2019). Comparing data from chatbot and web surveys: Effects of platform and conversational style on survey response quality. In Proceedings of the 2019 CHI conference on human factors in computing systems, pages 1–12.
Liebrecht, C., Sander, L., and van Hooijdonk, C. (2020). Too Informal? How a Chatbot’s Communication Style Affects Brand Attitude and Quality of Interaction. In Conversations 2020: 4th international workshop on chatbot research.
Mordor Intelligence (2019). Chatbot market–growth, trends, COVID-19 impact, and forecasts (2022-2027). Technical report, Mordor Intelligence.
Resendez, V. (2020). A very formal agent: how culture, mode of dressing and linguistic style influence the perceptions toward an Embodied Conversational Agent? Master’s thesis, University of Twente.
Svikhnushina, E. and Pu, P. (2021). Key Qualities of Conversational Chatbots–the PEACE Model. In 26th International Conference on Intelligent User Interfaces, pages 520–530.
Tariverdiyeva, G. (2019). Chatbots’ Perceived Usability in Information Retrieval Tasks: An Exploratory Analysis. Master’s thesis, University of Twente.
Thomas, P., Czerwinski, M., McDuff, D., Craswell, N., and Mark, G. (2018). Style and Alignment in Information-Seeking Conversation. In Proceedings of the 2018 Conference on Human Information Interaction&Retrieval, pages 42–51, New York, NY, USA. ACM.
Tikhonov, A. and Yamshchikov, I. P. (2018). What is wrong with style transfer for texts? CoRR, abs/1808.04365. eprint: 1808.04365.
Weizenbaum, J. (1966). ELIZA—a computer program for the study of natural language communication between man and machine. Communications of the ACM, 9(1):36–45. Publisher: ACM.
Zhang, R., McNeese, N. J., Freeman, G., and Musick, G. (2021a). ”An Ideal Human”: Expectations of AI Teammates in Human-AI Teaming. Proceedings of the ACM on Human-Computer Interaction, 4(CSCW3):246:1–246:25.
Zhang, Z., Zhang, X., and Chen, L. (2021b). Informing the Design of a News Chatbot. In Proceedings of the 21th ACM International Conference on Intelligent Virtual Agents, pages 224–231.
Publicado
22/05/2023
Como Citar
CHAVES, Ana Paula.
Desenho de Linguagem de Chatbots: influência da variação da linguagem na experiência do usuário com chatbot assistente de turismo. In: ARTIGOS INTERNACIONAIS - SIMPÓSIO BRASILEIRO DE SISTEMAS COLABORATIVOS (SBSC), 18. , 2023, Rio de Janeiro/RJ.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2023
.
p. 42-47.
DOI: https://doi.org/10.5753/sbsc_estendido.2023.229391.
