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Conversational UX Design: An Introduction Read chapter Read first chapter

2018 | OriginalPaper | Chapter

7. Recovering from Dialogue Failures Using Multiple Agents in Wealth Management Advice

Authors : Heloisa Candello, Claudio Pinhanez

Published in: Studies in Conversational UX Design

Publisher: Springer International Publishing

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Abstract

In this paper, we discuss dialogue failures and how this affects the user experience, specifically for a scenario of a multi-bot conversational system. Additionally, we show how the use of multiple chatbots provide new strategies to overcome misunderstandings and to keep the user in the conversation flow. To inform such conclusions and recommendations, we describe a study with a multi-bot wealth management advice system in which participants conversed with four chatbots simultaneously. We analyzed each conversation log applying thematic network analysis and manually identified the main instances of dialogue failures, usually provoked by chatbot misunderstandings or system breakdowns. We examined the follow-up users’ utterances after each failure, and the users’ strategies to deal with them. We categorize our findings into a list of the most common users’ strategies, and highlight solutions provided by a multi-bot approach in assisting the dialogue failures.

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previous chapter Teaching Agents When They Fail: End User Development in Goal-Oriented Conversational Agents
next chapter Conversational Style: Beyond the Nuts and Bolts of Conversation
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Metadata
Title
Recovering from Dialogue Failures Using Multiple Agents in Wealth Management Advice
Authors
Heloisa Candello
Claudio Pinhanez
Copyright Year
2018
Book
Studies in Conversational UX Design

Print ISBN: 978-3-319-95578-0

Electronic ISBN: 978-3-319-95579-7

Copyright Year: 2018

DOI
https://doi.org/10.1007/978-3-319-95579-7_7