Design conversacional de chatbots: cultura, linguagem e participação
Resumo
The challenges in conversational design of chatbots that consider domain and/or user cultural issues are diverse. Among them, the lack of conceptual and/or theoretical approaches to guide the designer during the conversational design process. As a result, designers often rely on their own assumptions and linguistic preferences in conversation design. In this work, we discuss how the areas of HCI and CSCW can contribute to the inclusion of cultural issues in the participatory design process of conversational agents.
Palavras-chave:
Chatbot, cultura, linguagem, design participatório
Referências
Carnell, S. and Lok, B. (2018). The effects of author identity on dialogue for virtual human communication skills training. In Proceedings of the 18th International Conference on Intelligent Virtual Agents, pages 65–70.
Chaves, A. P., Doerry, E., Egbert, J., and Gerosa, M. (2019). It's how you say it: Identifying appropriate register for chatbot language design. In Proceedings of the 7th International Conference on Human-Agent Interaction, pages 102–109.
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):1–38.
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, pages 1–30.
Chen, Z., Lu, Y., Nieminen, M. P., and Lucero, A. (2020). Creating a chatbot for and with migrants: chatbot personality drives co-design activities. In Proceedings of the 2020 ACM Designing Interactive Systems Conference, pages 219–230.
da Silva Batista, G. O., de Souza Monteiro, M., and de Castro Salgado, L. C. (2022). How do chatbots look like?: a comparative study on government chatbots profiles inside and outside Brazil. In Anais do XXI Simpósio Brasileiro sobre Fatores Humanos em Sistemas Computacionais. SBC.
Dall'Acqua, A. and Tamburini, F. (2021). Toward a linguistically grounded dialog model for chatbot design. IJCoL. Italian Journal of Computational Linguistics, 7(7-1, 2):191–222.
Danielescu, A. and Christian, G. (2018). A bot is not a polyglot: Designing personalities for multilingual conversational agents. In Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems, pages 1–9.
de Souza Monteiro, M. and de Castro Salgado, L. C. (2023). Conversational agents: a survey on culturally informed design practices. Journal on Interactive Systems, 14(1):33–46.
Hu, Y., Qu, Y., Maus, A., and Mutlu, B. (2022). Polite or direct? conversation design of a smart display for older adults based on politeness theory. In Proceedings of the 2022 CHI Conference on Human Factors in Computing Systems, pages 1–15.
Jakobson, R. (1960). Linguistics and poetics. In Style in language, pages 350–377. MA: MIT Press.
Jakobson, R. (2008). Lingüística e comunicação. Editora Cultrix.
Marcuschi, L. A. (1991). Análise da conversação. Ed. Ática.
Moore, R. J. and Arar, R. (2019). Conversational UX design: A practitioner's guide to the natural conversation framework. Morgan & Claypool.
O'Leary, T. K., Stowell, E., Kimani, E., Parmar, D., Olafsson, S., Hoffman, J., Parker, A. G., Paasche-Orlow, M. K., and Bickmore, T. (2020). Community-based cultural tailoring of virtual agents. In Proceedings of the 20th ACM International Conference on Intelligent Virtual Agents, pages 1–8.
Salgado, L., Pereira, R., and Gasparini, I. (2015). Cultural issues in hci: challenges and opportunities. In Human-Computer Interaction: Design and Evaluation: 17th International Conference, HCI International 2015, Los Angeles, CA, USA, August 2-7, 2015, Proceedings, Part I 17, pages 60–70. Springer.
Shawar, B. A. and Atwell, E. (2007). Chatbots: are they really useful? In Ldv forum, volume 22, pages 29–49.
Yin, L., Bickmore, T., and Cortes, D. E. (2010). The impact of linguistic and cultural congruity on persuasion by conversational agents. In International Conference on Intelligent Virtual Agents, pages 343–349. Springer.
Chaves, A. P., Doerry, E., Egbert, J., and Gerosa, M. (2019). It's how you say it: Identifying appropriate register for chatbot language design. In Proceedings of the 7th International Conference on Human-Agent Interaction, pages 102–109.
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):1–38.
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, pages 1–30.
Chen, Z., Lu, Y., Nieminen, M. P., and Lucero, A. (2020). Creating a chatbot for and with migrants: chatbot personality drives co-design activities. In Proceedings of the 2020 ACM Designing Interactive Systems Conference, pages 219–230.
da Silva Batista, G. O., de Souza Monteiro, M., and de Castro Salgado, L. C. (2022). How do chatbots look like?: a comparative study on government chatbots profiles inside and outside Brazil. In Anais do XXI Simpósio Brasileiro sobre Fatores Humanos em Sistemas Computacionais. SBC.
Dall'Acqua, A. and Tamburini, F. (2021). Toward a linguistically grounded dialog model for chatbot design. IJCoL. Italian Journal of Computational Linguistics, 7(7-1, 2):191–222.
Danielescu, A. and Christian, G. (2018). A bot is not a polyglot: Designing personalities for multilingual conversational agents. In Extended Abstracts of the 2018 CHI Conference on Human Factors in Computing Systems, pages 1–9.
de Souza Monteiro, M. and de Castro Salgado, L. C. (2023). Conversational agents: a survey on culturally informed design practices. Journal on Interactive Systems, 14(1):33–46.
Hu, Y., Qu, Y., Maus, A., and Mutlu, B. (2022). Polite or direct? conversation design of a smart display for older adults based on politeness theory. In Proceedings of the 2022 CHI Conference on Human Factors in Computing Systems, pages 1–15.
Jakobson, R. (1960). Linguistics and poetics. In Style in language, pages 350–377. MA: MIT Press.
Jakobson, R. (2008). Lingüística e comunicação. Editora Cultrix.
Marcuschi, L. A. (1991). Análise da conversação. Ed. Ática.
Moore, R. J. and Arar, R. (2019). Conversational UX design: A practitioner's guide to the natural conversation framework. Morgan & Claypool.
O'Leary, T. K., Stowell, E., Kimani, E., Parmar, D., Olafsson, S., Hoffman, J., Parker, A. G., Paasche-Orlow, M. K., and Bickmore, T. (2020). Community-based cultural tailoring of virtual agents. In Proceedings of the 20th ACM International Conference on Intelligent Virtual Agents, pages 1–8.
Salgado, L., Pereira, R., and Gasparini, I. (2015). Cultural issues in hci: challenges and opportunities. In Human-Computer Interaction: Design and Evaluation: 17th International Conference, HCI International 2015, Los Angeles, CA, USA, August 2-7, 2015, Proceedings, Part I 17, pages 60–70. Springer.
Shawar, B. A. and Atwell, E. (2007). Chatbots: are they really useful? In Ldv forum, volume 22, pages 29–49.
Yin, L., Bickmore, T., and Cortes, D. E. (2010). The impact of linguistic and cultural congruity on persuasion by conversational agents. In International Conference on Intelligent Virtual Agents, pages 343–349. Springer.
Publicado
22/05/2023
Como Citar
MONTEIRO, Mateus de Souza; PEREIRA, Vinícius Carvalho; SALGADO, Luciana Cardoso de Castro.
Design conversacional de chatbots: cultura, linguagem e participação. In: WORKSHOP BR-CHI DE PESQUISA E COLABORAÇÃO - SIMPÓSIO BRASILEIRO DE SISTEMAS COLABORATIVOS (SBSC), 18. , 2023, Rio de Janeiro/RJ.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2023
.
p. 113-116.
DOI: https://doi.org/10.5753/sbsc_estendido.2023.25653.
