Chatbot Research and Design: 5th International Workshop, CONVERSATIONS 2021, Virtual Event, November 23–24, 2021, Revised Selected Papers PDF
Preview Chatbot Research and Design: 5th International Workshop, CONVERSATIONS 2021, Virtual Event, November 23–24, 2021, Revised Selected Papers
Asbjørn Følstad · Theo Araujo · Symeon Papadopoulos · Effie L.-C. Law · Ewa Luger · Morten Goodwin · Petter Bae Brandtzaeg (Eds.) 1 7 Chatbot Research 1 3 1 S and Design C N L 5th International Workshop, CONVERSATIONS 2021 Virtual Event, November 23–24, 2021 Revised Selected Papers Lecture Notes in Computer Science 13171 FoundingEditors GerhardGoos KarlsruheInstituteofTechnology,Karlsruhe,Germany JurisHartmanis CornellUniversity,Ithaca,NY,USA EditorialBoardMembers ElisaBertino PurdueUniversity,WestLafayette,IN,USA WenGao PekingUniversity,Beijing,China BernhardSteffen TUDortmundUniversity,Dortmund,Germany GerhardWoeginger RWTHAachen,Aachen,Germany MotiYung ColumbiaUniversity,NewYork,NY,USA Moreinformationaboutthissubseriesathttps://link.springer.com/bookseries/7409 · · Asbjørn Følstad Theo Araujo · · Symeon Papadopoulos Effie L.-C. Law · · Ewa Luger Morten Goodwin Petter Bae Brandtzaeg (Eds.) Chatbot Research and Design 5th International Workshop, CONVERSATIONS 2021 Virtual Event, November 23–24, 2021 Revised Selected Papers Editors AsbjørnFølstad TheoAraujo SINTEF VUAmsterdam Oslo,Norway Amsterdam,TheNetherlands SymeonPapadopoulos EffieL.-C.Law CERTH-ITI DurhamUniversity Thessaloniki,Greece Durham,UK EwaLuger MortenGoodwin UniversityofEdinburgh CenterforArtificialIntelligenceResearch Edinburgh,UK UniversityofAgder Kristiansand,Norway PetterBaeBrandtzaeg UniversityofOslo Oslo,Norway ISSN 0302-9743 ISSN 1611-3349 (electronic) LectureNotesinComputerScience ISBN 978-3-030-94889-4 ISBN 978-3-030-94890-0 (eBook) https://doi.org/10.1007/978-3-030-94890-0 LNCSSublibrary:SL3–InformationSystemsandApplications,incl.Internet/Web,andHCI ©SpringerNatureSwitzerlandAG2022 Thisworkissubjecttocopyright.AllrightsarereservedbythePublisher,whetherthewholeorpartofthe material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storageandretrieval,electronicadaptation,computersoftware,orbysimilarordissimilarmethodologynow knownorhereafterdeveloped. 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ThisSpringerimprintispublishedbytheregisteredcompanySpringerNatureSwitzerlandAG Theregisteredcompanyaddressis:Gewerbestrasse11,6330Cham,Switzerland Preface Introduction Drivenbytheinterestofcommercialandpublicsectorserviceproviders,chatbotsare increasinglyavailableasauserinterfacetoinformationandservices.Applicationareas spanfromcustomerserviceandmarketingontheonehand,toeducation,coaching,and therapyontheother.Chatbotsarealsousedasachannelforinformationsupportregard- ingtheCOVID-19pandemicbyhealthauthoritiesworldwide.Theincreasedinterestin opendomainchatbots,motivatedbyadvancesinnaturallanguageprocessingandlarge languagemodels,aswellasstrengthenedcapabilitiesofsocialorrelationalchatbotscon- tributetomakingthescopeofinterestforchatbotapplicationstrulybroad.Inresponse to the current interest in chatbots, as well as the variety of chatbot application areas, chatbotresearchisagrowingacademicfieldinvolvingawiderangeofdisciplines. The CONVERSATIONS workshop series was established to serve as a venue for sharing and collaboration across researchers and disciplines identifying with the field ofchatbotresearch.Here,researchersandpractitionershaveenjoyedayearlymeeting place,startingwiththeinitialworkshoporganizedasafulldayeventundertheInterna- tionalConferenceonInternetScience,INSCI2017.Since2019,theCONVERSATIONS workshophasbeenorganizedasatwo-daystand-aloneeventforcross-disciplinaryshar- ingandcollaboration,involvingresearchersandpractitionersfromthehumanities,social sciences,management,design,technologyresearch,andhuman-computerinteraction. Across the CONVERSATIONS workshop series, some key directions for chatbot researchhaveemerged.Thecontinueddevelopmentandimprovementofchatbotapplica- tionsclearlyrequireresearchonenablingtechnologies,platforms,andsystems.Success- fuluptakeanduseofchatbotsalsorequirenewknowledgeonuserneedsandmotivations, chatbotuserexperience,andconversationaldesign,aswellasethicalconsiderationsand socialimplications.Thereisalsoemerginginterestinhowtodesignforcollaboration andserviceprovisioninnetworksofusersandchatbots. This year’s workshop, CONVERSATIONS 2021, was thefifthevent intheseries. TheworkshopwasarrangedasanonlineeventduetotheCOVID-19pandemic.Itwas hostedduringNovember23–24,2021,bytheUniversityofOsloincollaborationwith SINTEF,theUniversityofAmsterdam,theCentreforResearchandTechnologyHellas, Durham University, the University of Edinburgh, and the University of Agder. About 180participantsfrom31countriesattendedtheworkshop. PaperInvitation,Review,andRevision We developed the workshop Call for Papers based on key research directions identi- fied over the workshop series. The Call for Papers was distributed to the network of researchers and practitioners associated with the workshop series as well as relevant general mailing lists within fields such as human-computer interaction, information vi Preface retrieval,communicationresearch,andinformationsystemsresearch.Threesubmission categorieswereallowedfortheworkshop:fullpapers,positionpapers,andgroupwork proposals.Intotal,wereceived35submissions:25fullpapers,fivepositionpapers,and twogroupworkproposals.Allsubmittedfullpapersandpositionpapersweresubjectto arigorousdouble-blindreviewprocess.Eachpaperwasreviewedbythreeindependent reviewersdrawnfromtheProgramCommittee.Thereviewprocessofeachsubmission was led by one of the seven workshop organizers, i.e., each led three to five reviewer processes.Acceptancedecisionsweremadeinadedicatedorganizers’meeting.Submis- sionsauthoredbyaworkshoporganizerwerereviewedanddecidedwithoutinvolvement of,andblindto,theauthoringorganizer. Twelvesubmissionswereacceptedasfullpapers–onewithoutchanges,twoafter minor revision, and nine after major revision. Revisions were accepted after a final control for compliance with reviewer change requests and, when needed, additional revisionswererequested.Theacceptancerateforfullpaperswas48%. WorkshopOutcomes The workshop program spanned two days and included two keynote speakers, one groupwork,andfivepapersessions. TheworkshopkeynotespeakerswereRogerK.Moore,UniversityofSheffield,and AnaPaiva,UniversityofLisbon.Inhistalk,Mooreprovidedanoverviewofresearch on embodied and disembodied conversational agents and discussed research themes commontoboth.Paiva,inhertalk,presentedresearchadvancesanddiscussedchallenges regardinginteractioningroupsofhumansandagents. The workshop groupwork was organized by Giuseppe Aceto and Federica Tazzi, Assist Digital, and involved a collaborative exercise applying a speculative design approachtoidentifychallengesandopportunitiesinfuturechatbots. The paper sessions were constituted of full papers and position papers organized in five topical clusters. As these proceedings only include the accepted full papers, here these are organized in three themes: chatbot user insight, chatbots supporting collaborationandsocialinteraction,andchatbotUXanddesign. The first theme, chatbot user insight, includes four papers on studies that provide insightintousers’chatbotperceptionsorpreferences,addressingavariedsetofappli- cationdomains.DeCiccoetal.presentastudyonchatbotuseracceptance,applyingan adaptedtechnologyacceptancemodeltounderstandthefactorsthatimpactintentionto useintheretaildomain.Koebeletal.provideinsightfromdomainexpertstosupport the design of chatbot applications to support older adults with cognitive impairments. Félix and Ribeiro summarize findings from co-creation sessions to enable the design ofimproveddialoguesinchatbotsforcancerpatients.Hobertpresentsfindingsfroma longitudinalstudyofachatbotforsupportingstudentsduringauniversitycourseincom- puter programming, identifying student needs and preferences based on their chatbot interactions. The second theme, chatbots supporting collaboration and social interaction, con- cernshowchatbotsmaysupportcollaborationandhowtodesignforsocialinteraction inchatbots.Tauleetal.presentastudyonhowchatbotssupportinghumanresourceman- agementaretakenupaspartoftheorganizationalinterplayinvolvinghumanresource Preface vii professionals, the chatbot, and the organization at large. Alves et al. contribute the designandstudyofachatbottosupportnewcomerparticipantsinopen-sourcesoftware projects. Yildiz et al. propose an approach for flexibly integrating social practices in chatbot interaction, and Lobo et al. suggested how a cognitive frames model may be appliedtosupportchatbotadaptationtosocialcontext. Thethirdtheme,chatbotUXanddesign,addressesdifferentapproachestostrengthen chatbotUXthroughthedesignofchatbotinteractionorappearance.ChavesandGerosa presentastudyonuserperceptionsofvariationinconversationalregister,withimplica- tionsforconversationaldesigninchatbots.Kamoenetal.investigatedifferentdesigns foravotingadvicechatbot,andhowtheseimpactuserexperienceaswellasthebenefitof thechatbotinteractiontotheuser.MooshammerandEtzrodt,inastudyofrelevancefor thedesignofvoiceinteraction,addresshowgender-neutralvoicesimpactuserexperi- ence.Finally,Pawlikprovidesastudyontheeffectofgenderedanthropomorphicdesign clues on performance expectancy, effort expectancy, social influence and, ultimately, behavioralintention. ThreepaperswerenominatedfortheCONVERSATIONSbestpaperaward.These papers were those with the highest reviewer scores, excluding any organizer authored papers.Fromthethreehighestscoringpapers,thebestpaperwasselectedbythework- shoporganizers.TheawardfortheCONVERSATIONS2021bestpaperwasgivento SandraMooshammerandKatrinEtzrodtfortheirpaper“SocialResearchwithGender- NeutralVoicesinChatbots–TheGenerationandEvaluationofArtificialGender-Neutral Voices with Praat and Google WaveNet”. The other best paper nominees were Maria InêsLobo,DiogoRato,RuiPrada,andFrankDignumfortheirpaper“SociallyAware Interactions:FromDialogueTreestoNaturalLanguageDialogueSystems”,andEren Yildiz,SunaBensch,andFrankDignumfortheirpaper“IncorporatingSocialPractices inDialogueSystems”. The engaging paper sessions, keynote talks, and groupwork, along with a record numberofparticipants,enabledCONVERSATIONS2021tofillitspurposeasamulti- disciplinaryvenueforsharingandcollaborationforchatbotresearchersandpractitioners. Thesepost-workshopproceedingsareakeyresultoftheworkshop,asthesemakethe content of the workshop available for a broader audience, to support future chatbot research.Asorganizers,wealreadylookforwardtothenextCONVERSATIONS,tobe heldin2022. November2021 AsbjørnFølstad TheoAraujo SymeonPapadopoulos EffieL.-C.Law EwaLuger MortenGoodwin PetterBaeBrandtzaeg Organization GeneralChairs/WorkshopOrganizers AsbjørnFølstad SINTEF,Norway TheoAraujo UniversityofAmsterdam,TheNetherlands SymeonPapadopoulos CentreforResearchandTechnologyHellas, Greece EffieL.-C.Law DurhamUniversity,UK EwaLuger UniversityofEdinburgh,UK MortenGoodwin UniversityofAgder,Norway PetterBaeBrandtzaeg UniversityofOsloandSINTEF,Norway ProgramCommittee AlexanderMädche KarlsruheInstituteofTechnology,Germany AmelaKarahasanovic SINTEF,Norway AnaPaulaChaves FederalUniversityofTechnology–Paraná,Brazil CarolinIschen UniversityofAmsterdam,TheNetherlands ChristianLöw UniversityofVienna,Austria ChristineLiebrecht TilburgUniversity,TheNetherlands DavidKubonˇ CharlesUniversity,CzechRepublic DespoinaChatzakou CentreforResearchandTechnologyHellas, Greece EleniMetheniti CLLE-CNRSandIRIT-CNRS,France FabioCatania PolitecnicodiMilano,Italy FrankDignum UmeåUniversity,Sweden FréjusLaleye CEA,France FrodeGuribye UniversityofBergen,Norway GaëldeChalendar CEA,France GuyLaban UniversityofGlasgow,UK JasperFeine KarlsruheInstituteofTechnology,Germany JoDugstadWake NORCEandUniversityofBergen,Norway JoHerstad UniversityofOslo,Norway KonstantinosBoletsis SINTEF,Norway LeaReis UniversityofBamberg,Germany LeighClark SwanseaUniversity,UK MarcosBaez ClaudeBernardUniversityLyon1,France MargotvanderGoot UniversityofAmsterdam,TheNetherlands x Organization MaritaSkjuve SINTEF,Norway RaphaelMeyervonWolff UniversityofGöttingen,Germany RrichaJalota SaarlandUniversity,Germany SebastianHobert UniversityofGöttingen,Germany StefanMorana SaarlandUniversity,Germany StefanSchaffer DFKI–GermanResearchCenterforArtificial Intelligence,Germany SviatlanaHöhn UniversityofLuxembourg,Luxembourg UlrichGnewuch KarlsruheInstituteofTechnology,Germany ZiaUddin SINTEF,Norway
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