Despite significant improvements in automatic speech recognition and spoken language understanding - human interaction with Virtual Personal Assistants (VPAs) through speech remains irregular and sporadic. According to recent studies, currently the usage of VPAs is constrained to basic tasks such as checking facts, playing music, and obtaining weather updates.In this paper, we present results of a survey (N = 118) that analyses usage of VPAs by frequent and infrequent users. We investigate how usage experience, performance expectations, and privacy concerns differ between these two groups. The results indicate that, compared with infrequent users, frequent users of VPAs are more satisfied with their assistants, more eager to use them in a variety of settings, yet equally concerned about their privacy.
In a similar study, conducted by Sorensen @cite_13 , expectations of novice users were compared between two different chatbot systems (i.e. a human-like and a robot-like system). The results indicated that the system that asked questions, provided feedback and informed user about its current status was perceived as better meeting users’ performance expectations. While Sorensen's study dealt exclusively with text as the input method, in our work we focus on voice interaction.
@cite_13
2331728731 2887762521 1990671169 2123395566
Voice-controlled intelligent personal assistants, such as Cortana, Google Now, Siri and Alexa, are increasingly becoming a part of users' daily lives, especially on mobile devices. They introduce a significant change in information access, not only by introducing voice control and touch gestures but also by enabling dialogues where the context is preserved. This raises the need for evaluation of their effectiveness in assisting users with their tasks. However, in order to understand which type of user interactions reflect different degrees of user satisfaction we need explicit judgements. In this paper, we describe a user study that was designed to measure user satisfaction over a range of typical scenarios of use: controlling a device, web search, and structured search dialogue. Using this data, we study how user satisfaction varied with different usage scenarios and what signals can be used for modeling satisfaction in the different scenarios. We find that the notion of satisfaction varies across different scenarios, and show that, in some scenarios (e.g. making a phone call), task completion is very important while for others (e.g. planning a night out), the amount of effort spent is key. We also study how the nature and complexity of the task at hand affects user satisfaction, and find that preserving the conversation context is essential and that overall task-level satisfaction cannot be reduced to query-level satisfaction alone. Finally, we shed light on the relative effectiveness and usefulness of voice-controlled intelligent agents, explaining their increasing popularity and uptake relative to the traditional query-response interaction. In complex conversation tasks, people react to their interlocutor’s state, such as uncertainty and engagement to improve conversation effectiveness Forbes-Riley and Litman (Adapting to student uncertainty improves tutoring dialogues, pp 33–40, 2009 [2]). If a conversational system reacts to a user’s state, would that lead to a better conversation experience? To test this hypothesis, we designed and implemented a dialog system that tracks and reacts to a user’s state, such as engagement, in real time. We designed and implemented a conversational job interview task based on the proposed framework. The system acts as an interviewer and reacts to user’s disengagement in real-time with positive feedback strategies designed to re-engage the user in the job interview process. Experiments suggest that users speak more while interacting with the engagement-coordinated version of the system as compared to a non-coordinated version. Users also reported the former system as being more engaging and providing a better user experience. HighlightsWe integrate user appraisals in a POMDP-based dialogue manager procedure.We employ additional socially-inspired rewards in a RL setup to guide the learning.A unified framework for speeding up the policy optimisation and user adaptation.We consider a potential-based reward shaping with a sample efficient RL algorithm.Evaluated using both user simulator (information retrieval) and user trials (HRI). This paper investigates some conditions under which polarized user appraisals gathered throughout the course of a vocal interaction between a machine and a human can be integrated in a reinforcement learning-based dialogue manager. More specifically, we discuss how this information can be cast into socially-inspired rewards for speeding up the policy optimisation for both efficient task completion and user adaptation in an online learning setting. For this purpose a potential-based reward shaping method is combined with a sample efficient reinforcement learning algorithm to offer a principled framework to cope with these potentially noisy interim rewards. The proposed scheme will greatly facilitate the system's development by allowing the designer to teach his system through explicit positive negative feedbacks given as hints about task progress, in the early stage of training. At a later stage, the approach will be used as a way to ease the adaptation of the dialogue policy to specific user profiles. Experiments carried out using a state-of-the-art goal-oriented dialogue management framework, the Hidden Information State (HIS), support our claims in two configurations: firstly, with a user simulator in the tourist information domain (and thus simulated appraisals), and secondly, in the context of man-robot dialogue with real user trials. Learning to chat is a fascinating machine learning task with many applications from user-modeling to artificial intelligence. However, most of the work to date relies on designing large hard-wired sets of rules. On the other hand, the growth of social networks on the web provides large quantities of conversational data, suggesting that the time is ripe to train chatbots in a more data driven way. A first step is to learn to chat by ranking the response repository to provide responses that are consistent with the user’s expectations. Here we use a three phase ranking approach for predicting suitable responses to a query in a conversation. Sentences are first filtered, then efficiently ranked, and then more precisely re-ranked in order to select the most suitable response. The filtering is done using part-of-speech tagging, hierarchical clustering, and entropy analysis methods. The first phase ranking is performed by generating a large set of high-level grammatical and conceptual features, exploiting dictionaries and similarity measurement resources such as wikipedia similarity graphs, and by ranking using a boosted regression tree (MART) classifier. The more precise (conceptual) ranking is performed by designing more conceptual features obtained from similarity measurement resources such as query refinement and suggestion systems, sentence paraphrasing techniques, LDA topic modeling and structural clustering, and entropy analysis over wikipedia similarity graphs. The sentences are then ranked according to the confidence of a Transfer AdaBoost classifier, trained using transfer-learning methods in which a classification over a large corpus of noisy twitter and live-journal data is considered as the source domain, and the collaborative ranking of actively collected conversations, which are labeled in an online framework using user feedback, is considered as the destination domain. We give results on the performance of each step, and on the accuracy of our three phase ranking framework.