Studies in Conversational UX Design

204 Pages·2018·2.89 MB·English

by  Robert J. Moore

Human–Computer Interaction Series
Robert J. Moore
Margaret H. Szymanski · Raphael Arar
Editors
Guang-Jie Ren
Studies in
Conversational
UX Design
–
Human Computer Interaction Series
Editors-in-chief
Desney Tan
Microsoft Research, Redmond, WA, USA
Jean Vanderdonckt
Louvain School of Management, Université catholique de Louvain,
Louvain-la-Neuve, Belgium
More information about this series at http://www.springer.com/series/6033
Robert J. Moore Margaret H. Szymanski
(cid:129)
Raphael Arar Guang-Jie Ren
(cid:129)
Editors
Studies in Conversational
UX Design
123
Editors
RobertJ. Moore Raphael Arar
IBMResearch-Almaden IBMResearch-Almaden
SanJose, CA,USA SanJose, CA,USA
Margaret H.Szymanski Guang-Jie Ren
IBMResearch-Almaden IBMResearch-Almaden
SanJose, CA,USA SanJose, CA,USA
ISSN 1571-5035 ISSN 2524-4477 (electronic)
Human–Computer Interaction Series
ISBN978-3-319-95578-0 ISBN978-3-319-95579-7 (eBook)
https://doi.org/10.1007/978-3-319-95579-7
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Contents
1 Conversational UX Design: An Introduction . . . . . . . . . . . . . . . . . . 1
Robert J. Moore and Raphael Arar
Part I Human Conversation and Conversational Agents
2 Adapting to Customer Initiative: Insights from Human Service
Encounters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Margaret H. Szymanski and Robert J. Moore
3 Safety First: Conversational Agents for Health Care . . . . . . . . . . . . 33
Timothy Bickmore, Ha Trinh, Reza Asadi and Stefan Olafsson
Part II Agent Knowledge
4 Conversational Agents for Physical World Navigation . . . . . . . . . . . 61
Jan Balata, Zdenek Mikovec and Pavel Slavik
5 Helping Users Reflect on Their Own Health-Related Behaviors . . . . 85
Rafal Kocielnik, Gary Hsieh and Daniel Avrahami
Part III Agent Misunderstanding
6 Teaching Agents When They Fail: End User Development
in Goal-Oriented Conversational Agents. . . . . . . . . . . . . . . . . . . . . . 119
Toby Jia-Jun Li, Igor Labutov, Brad A. Myers, Amos Azaria,
Alexander I. Rudnicky and Tom M. Mitchell
7 Recovering from Dialogue Failures Using Multiple Agents
in Wealth Management Advice. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Heloisa Candello and Claudio Pinhanez
v
vi Contents
Part IV Agent Design
8 Conversational Style: Beyond the Nuts and Bolts
of Conversation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Gregory A. Bennett
9 A Natural Conversation Framework for Conversational
UX Design. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Robert J. Moore
Contributors
Raphael Arar IBM Research-Almaden, San Jose, CA, USA
Reza Asadi College of Computer and Information Science, Northeastern
University, Boston, USA
Daniel Avrahami FXPAL, Palo Alto, CA, USA
Amos Azaria Ariel University, Ariel, Israel
Jan Balata Faculty of Electrical Engineering, Czech Technical University in
Prague, Prague, Czech Republic
Gregory A. Bennett Linguist | UX Researcher, San Francisco, CA, USA
Timothy Bickmore College of Computer and Information Science, Northeastern
University, Boston, USA
Heloisa Candello IBM Research, São Paulo, Brazil
Gary Hsieh University of Washington, Seattle, WA, USA
Rafal Kocielnik University of Washington, Seattle, WA, USA
Igor Labutov Carnegie Mellon University, Pittsburgh, PA, USA
Toby Jia-Jun Li Carnegie Mellon University, Pittsburgh, PA, USA
Zdenek Mikovec Faculty of Electrical Engineering, Czech Technical University
in Prague, Prague, Czech Republic
Tom M. Mitchell Carnegie Mellon University, Pittsburgh, PA, USA
Robert J. Moore IBM Research-Almaden, San Jose, CA, USA
Brad A. Myers Carnegie Mellon University, Pittsburgh, PA, USA
Stefan Olafsson College of Computer and Information Science, Northeastern
University, Boston, USA
vii
viii Contributors
Claudio Pinhanez IBM Research, São Paulo, Brazil
Alexander I. Rudnicky Carnegie Mellon University, Pittsburgh, PA, USA
Pavel Slavik Faculty of Electrical Engineering, Czech Technical University in
Prague, Prague, Czech Republic
Margaret H. Szymanski IBM Research-Almaden, San Jose, CA, USA
HaTrinh CollegeofComputerandInformationScience,NortheasternUniversity,
Boston, USA
Chapter 1
Conversational UX Design:
An Introduction
RobertJ.MooreandRaphaelArar
The trajectory of user interface design has come a long way since the inception
of computing. Interfaces have evolved from the command-line interfaces (CLI) of
teleprinters,computerterminalsandearlypersonalcomputersinthe1970sand1980s
(Stephenson1999)tographicaluserinterfaces(GUI),inventedatXeroxPARCand
popularized by Apple and Microsoft, which are now ubiquitous (O’Regan 2016).
More recent interfaces such as the Natural User Interfaces (NUI) of smart phones
that recognize human gestures (Wigdor and Wixon 2011), as well as Augmented
Reality(AR)andVirtualReality(VR)interfacesthatuniquelymixourphysicaland
digital worlds (Sherman and Craig 2002) have also flourished in the past decade.
And 3D user interfaces (3D UI) (Bowman et al. 2004), found primarily in video
games,withtheirhumanoidavatarsandrichvirtualenvironmentstodaylookmore
likemajormotionpicturesthanliketheirpredecessors,suchasPong.
Astheseinterfacescontinuetopositionhumanityintheblurrydividebetweenper-
ceptionandimagination,advancesinartificialintelligencehaveallowedthedesign
community to look back at initial approaches to interface design and user experi-
ence.Withthecommand-line,usershadtolearntospeakthecomputer’slanguage.
But today, with natural language interfaces (NLI) (Androutsopoulos et al. 1995),
computersarelearningto speaktheuser’slanguage.Itisthroughthisevolutionthat
thedisciplineofuserexperience(UX)designemerged.Designersshiftedtheirfocus
fromthetechnologyalonetothatofthefullexperienceofahumaninteractingwith
thetechnology.Thishuman-centeredapproachtodesignhasnowbecomethebasis
ofhownewinterfacesanddigitalexperiencesareconceivedanddeveloped.
Userinterfacesinspiredbyconversation,perhapsthemostnaturalformofhuman
communication (Nishida 2011), have been around for decades (Frohlich and Luff
B
R.J.Moore( )·R.Arar
IBMResearch-Almaden,SanJose,CA,USA
e-mail:[email protected]
R.Arar
e-mail:[email protected]
©SpringerInternationalPublishingAG,partofSpringerNature2018 1
R.J.Mooreetal.(eds.),StudiesinConversationalUXDesign,Human–Computer
InteractionSeries,https://doi.org/10.1007/978-3-319-95579-7_1