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Our work addresses the challenges older adults face with commercial Voice Assistants (VAs), notably in conversation breakdowns and error handling. Traditional methods of collecting user experiences-usage logs and post-hoc interviews-do not…
Social robots, also known as service or assistant robots, have been developed to improve the quality of human life in recent years. The design of socially capable and intelligent robots can vary, depending on the target user groups. In this…
Most dialog systems posit that users have figured out clear and specific goals before starting an interaction. For example, users have determined the departure, the destination, and the travel time for booking a flight. However, in many…
Recommendation systems are pervasive in the digital economy. An important assumption in many deployed systems is that user consumption reflects user preferences in a static sense: users consume the content they like with no other…
We provide two case studies in the application of ideas drawn from conversation analysis to the design of technologies that enhance the experience of human conversation. We first present a case study of the design of an electronic…
Task-oriented dialogue systems (TODS) are continuing to rise in popularity as various industries find ways to effectively harness their capabilities, saving both time and money. However, even state-of-the-art TODS are not yet reaching their…
We study improving social conversational agents by learning from natural dialogue between users and a deployed model, without extra annotations. To implicitly measure the quality of a machine-generated utterance, we leverage signals like…
The predominant approach to open-domain dialog generation relies on end-to-end training of neural models on chat datasets. However, this approach provides little insight as to what these models learn (or do not learn) about engaging in…
The ideal conversational recommender system (CRS) acts like a savvy salesperson, adapting its language and suggestions to each user's level of expertise. However, most current systems treat all users as experts, leading to frustrating and…
This review gives an extensive overview of evaluation methods for task-oriented dialogue systems, paying special attention to practical applications of dialogue systems, for example for customer service. The review (1) provides an overview…
This is a speculative essay on interface design and artificial intelligence. Recently there has been a surge of attention to chatbots based on large language models, including widely reported unsavory interactions. We contend that part of…
On-the-job learning consists in continuously learning while being used in production, in an open environment, meaning that the system has to deal on its own with situations and elements never seen before. The kind of systems that seem to be…
One of the major impediments to the development of new task-oriented dialogue (TOD) systems is the need for human evaluation at multiple stages and iterations of the development process. In an effort to move toward automated evaluation of…
Proposal of large-scale datasets has facilitated research on deep neural models for news summarization. Deep learning can also be potentially useful for spoken dialogue summarization, which can benefit a range of real-life scenarios…
Accurate automatic evaluation metrics for open-domain dialogs are in high demand. Existing model-based metrics for system response evaluation are trained on human annotated data, which is cumbersome to collect. In this work, we propose to…
In this paper we describe the requirements and early system design for a smart conversational agent that can assist older adults in the reminiscence process. The practice of reminiscence has well documented benefits for the mental, social…
Online platforms have a wealth of data, run countless experiments and use industrial-scale algorithms to optimize user experience. Despite this, many users seem to regret the time they spend on these platforms. One possible explanation is…
Complex conversation settings such as persuasion involve communicating changes in attitude or behavior, so users' perspectives need to be addressed, even when not directly related to the topic. In this work, we contribute a novel modular…
Design systems represent a user interaction design and development approach that is currently of avid interest in the industry. However, little research work has been done to synthesize knowledge related to design systems in order to inform…
Conversational search presents opportunities to support users in their search activities to improve the effectiveness and efficiency of search while reducing their cognitive load. Limitations of the potential competency of conversational…