Towards Personalization of Spoken Dialogue System Communication Strategies

This study examines the effects of 3 conversational traits – Register, Explicitness, and Misunderstandings – on user satisfaction and the perception of specific subjective features for Virtual Home Assistant spoken dialogue systems. Eight different system profiles were created, each representing a different combination of these 3 traits. We then utilized a novel Wizard of Oz data collection tool and recruited participants who interacted with the 8 different system profiles, and then rated the systems on 7 subjective features. Surprisingly, we found that systems which made errors were preferred overall, with the statistical analysis revealing error-prone systems were rated higher than systems which made no errors for all 7 of the subjective features rated. There were also some interesting interaction effects between the 3 conversational traits, such as implicit confirmations being preferred for systems employing a “conversational” Register, while explicit confirmations were preferred for systems employing a “formal” Register, even though there was no overall main effect for Explicitness. This experimental framework offers a fine-grained approach to the evaluation of user satisfaction which looks towards the personalization of communication strategies for spoken dialogue systems.