User Experience Strategies用户体验战略

用户体验战略

Conversational Agents: Update on Academic and Industry UX Research



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Report Summary:

With the proliferation of artificial intelligence (AI), both industry and academia have built service bots to increase customer engagement and reduce costs. These conversational agents, or chatbots, are disembodied, task-oriented agents that aim to solve specific issues. But their mostly prescriptive, in-flexible responses can lead to user frustration. 

In this report, recent published research papers were reviewed to identify interesting research in the field of conversational agents that could have significant impact on UX, use cases, and applications.

Table of Contents

  1. Introduction: Key Concepts & History of Conversational Agents
  2. How Should my Chatbot Interact? Human-Chatbot Interaction Design
  3. Identifying Appropriate Register for Chatbot Language Design
  4. Creating Humanlike Chatbots: What Chatbot Developers Could Learn
  5. Case Study: XiaoIce: an Empathetic Social Chatbot
  6. The Effect of Social Presence and Chatbot Errors on Trust
  7. Encouraging Deep Self-Disclosure Through a Chatbot
  8. Non-Progress & Coping Strategies with Banking Task-Oriented Chatbot
  9. How a Conversational Agent Should Respond to Verbal Abuse
  10. How Channel-Wise Emotional Strategies Help in a Customer Service Chatbot
  11. Concluding Insights
 

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