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Role-Based Design of Conversational Agents: Approach and Tools

  • 2020
  • OriginalPaper
  • Chapter
Published in:
Authors
Ilaria Scarpellini
Yihyun Lim
Published in
HCI International 2020 – Late Breaking Posters
Publisher
Springer International Publishing

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Abstract

The wide adoption of conversational agents in delivering services to users asks for user-centric approach to design of the experience. We propose a Role-Based design approach, introducing 9 archetypal roles/purposes of conversational agents, resulting from case study research of conversational interfaces available in the market. These roles cover a range of behaviors (reactive, proactive) and features (relational, operational) that will enable the design of human-like, bi-directional conversational experience. We exemplify this approach through workshop sessions that involved stakeholders from financial industry in using the developed toolkits to envision financial service experiences enabled by conversational-agent.

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previous chapter A Neural Affective Approach to an Intelligent Weather Sensor System
next chapter How Users Reciprocate to Alexa
Title
Role-Based Design of Conversational Agents: Approach and Tools
Authors
Ilaria Scarpellini
Yihyun Lim
Copyright Year
2020
Book
HCI International 2020 – Late Breaking Posters

Print ISBN: 978-3-030-60699-2

Electronic ISBN: 978-3-030-60700-5

Copyright Year: 2020

DOI
https://doi.org/10.1007/978-3-030-60700-5_47
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