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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Candello, H., Pinhanez, C. (2018). Recovering from Dialogue Failures Using Multiple Agents in Wealth Management Advice. In: Moore, R., Szymanski, M., Arar, R., Ren, GJ. (eds) Studies in Conversational UX Design. Human–Computer Interaction Series. Springer, Cham. https://doi.org/10.1007/978-3-319-95579-7_7
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DOI: https://doi.org/10.1007/978-3-319-95579-7_7
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