Chatbot Research and Design: 6th International Workshop, CONVERSATIONS 2022, Amsterdam, The Netherlands, November 22–23, 2022, Revised Selected Papers PDF
Preview Chatbot Research and Design: 6th International Workshop, CONVERSATIONS 2022, Amsterdam, The Netherlands, November 22–23, 2022, Revised Selected Papers
Asbjørn Følstad · Theo Araujo · Symeon Papadopoulos · Effie L.-C. Law · Ewa Luger · Morten Goodwin · Petter Bae Brandtzaeg (Eds.) 5 1 Chatbot Research 8 3 1 S and Design C N L 6th International Workshop, CONVERSATIONS 2022 Amsterdam, The Netherlands, November 22–23, 2022 Revised Selected Papers Lecture Notes in Computer Science 13815 FoundingEditors GerhardGoos KarlsruheInstituteofTechnology,Karlsruhe,Germany JurisHartmanis CornellUniversity,Ithaca,NY,USA EditorialBoardMembers ElisaBertino PurdueUniversity,WestLafayette,IN,USA WenGao PekingUniversity,Beijing,China BernhardSteffen TUDortmundUniversity,Dortmund,Germany MotiYung ColumbiaUniversity,NewYork,NY,USA Moreinformationaboutthisseriesathttps://link.springer.com/bookseries/558 · · Asbjørn Følstad Theo Araujo · · Symeon Papadopoulos Effie L.-C. Law · · Ewa Luger Morten Goodwin Petter Bae Brandtzaeg (Eds.) Chatbot Research and Design 6th International Workshop, CONVERSATIONS 2022 Amsterdam, The Netherlands, November 22–23, 2022 Revised Selected Papers Editors AsbjørnFølstad TheoAraujo SINTEF UniversityofAmsterdam Oslo,Norway Amsterdam,TheNetherlands SymeonPapadopoulos EffieL.-C.Law CERTH-ITI DurhamUniversity Thessaloniki,Greece Durham,UK EwaLuger MortenGoodwin UniversityofEdinburgh UniversityofAgder Edinburgh,UK Grimstad,Norway PetterBaeBrandtzaeg UniversityofOslo Oslo,Norway ISSN 0302-9743 ISSN 1611-3349 (electronic) LectureNotesinComputerScience ISBN 978-3-031-25580-9 ISBN 978-3-031-25581-6 (eBook) https://doi.org/10.1007/978-3-031-25581-6 ©TheEditor(s)(ifapplicable)andTheAuthor(s),underexclusivelicense toSpringerNatureSwitzerlandAG2023 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. Theuseofgeneraldescriptivenames,registerednames,trademarks,servicemarks,etc.inthispublication doesnotimply,evenintheabsenceofaspecificstatement,thatsuchnamesareexemptfromtherelevant protectivelawsandregulationsandthereforefreeforgeneraluse. Thepublisher,theauthors,andtheeditorsaresafetoassumethattheadviceandinformationinthisbookare believedtobetrueandaccurateatthedateofpublication.Neitherthepublishernortheauthorsortheeditors give a warranty, expressed or implied, with respect to the material contained herein or for any errors or omissionsthatmayhavebeenmade.Thepublisherremainsneutralwithregardtojurisdictionalclaimsin publishedmapsandinstitutionalaffiliations. ThisSpringerimprintispublishedbytheregisteredcompanySpringerNatureSwitzerlandAG Theregisteredcompanyaddressis:Gewerbestrasse11,6330Cham,Switzerland Preface Introduction Chatbots are an object of ongoing researcher and industry interest. As chatbots have increasing relevance for a broad range of users and application areas, the need for research is substantial. As attested by the research presented in this volume, useful chatbotapplicationsspanfromhealthcareandwellbeingtodigitalgovernmentandcus- tomerservice.Researchareasrangefromuserinsightandexperiencetothedesignand technologicalunderpinningsofconversationalinteraction. Toprovideameetingplaceforresearchersandpractitionerswithprofessionalinterest inchatbots,andstrengthenresearchknowledgeonchatbots,theinternationalCONVER- SATIONSworkshophasbeenorganizedasayearlyeventsince2017.Inresponsetothe variationinchatbotresearchareas,theworkshopseriesisdistinctlycross-disciplinary with contributions from computer science, the social sciences and humanities, man- agementandcommunicationresearch,aswellasdesignresearchandhuman-computer interaction. TheCONVERSATIONSworkshopsareintendedasopenandinclusivearenasfor sharinganddiscussingchatbotresearchanddesignandhavesince2019beenconducted astwo-dayevents.DuetotheCOVID-19pandemic,theworkshopswereheldonlinein 2020–2021,butwereturnedtoanon-siteformatin2022tostrengthentheopportunity fornetworkingandinteractionamongworkshopparticipants. CONVERSATIONS 2022 was the sixth workshop in the series. While being an on-site event, about one-third of the sessions were held in hybrid mode for increased access.TheworkshoptookplaceonNovember22–23,2022,hostedbytheUniversity ofAmsterdamincollaborationwithSINTEF,theUniversityofOsloanditsCentrefor ResearchonMediaInnovations(CRMI),CentreforResearchandTechnologyHellas, DurhamUniversity,UniversityofEdinburgh,andtheUniversityofAgder. Intotal,111participantsfrom25countriesregisteredfortheworkshop–56on-site, theremainderonline. PaperInvitation,Review,andRevision TheworkshopCallforPapersoutlinedaninterestinchatbotresearch,designandapplica- tionswithinsixkeyareas–basedonthepromisingdirectionsforfuturechatbotresearch identified through earlier editions of CONVERSATIONS. Specifically, we asked for contributions addressing chatbot users and user experience, chatbot frameworks and platforms,chatbotsforcollaborationandparticipation,chatbotethicsandprivacy,and howtoleverageadvancesinAItechnologyandlargelanguagemodels. TheCallforPaperswascommunicatedthroughrelevantmailinglists.Wealsofor- warded the Call in the network of researchers and practitioners associated with the CONVERSATIONSworkshopseries.Fourtypesofsubmissionswereencouraged:Full vi Preface papers,positionpapers,projectpresentations,andgroupworkproposals.Theprojectpre- sentationscategorywasnewtothisyear’seditionoftheworkshop,intendedasameans forresearcherstopromoteprojectsofrelevanceandinteresttotheCONVERSATIONS audience. We received 39 submissions, 27 full papers, four position papers, six project pre- sentations,andtwogroupworkproposals.Thefullpapers,positionpapers,andproject presentationsweresubjecttodouble-blindreview.Eachpaperwasreviewedbytwoto threeindependentmembersoftheprogramcommittee,withoneofthesevenworkshop organizers serving as review lead and responsible for the meta-review. The program committee members reviewed between two and four submissions. The organizers led the review process for five or six submissions. Decisions on acceptance were made in an organizers’ meeting after all reviews had been submitted by the program com- mittee members and summarized by the lead reviewers. Conflicted submissions were processedwithoutinvolvementoftheinterestedparties.Onefullpapersubmissionwas desk rejected as it was out of scope for the workshop. The two groupwork proposals wereassessedbyajury,consistingoftheorganizers. In total, 12 full paper submissions were accepted, six after minor revision and six after major revision. Revisions were only accepted following a compliance check by therespectiveleadreviewerand,ifnecessary,oneortworoundsofadditionalrevisions. In one case, the final decision also required follow-up feedback from reviewers. The acceptancerateforfullpaperswas44%. WorkshopProgramandOutcomes The two-day workshop program included a keynote speaker, an invited talk, two groupworks,sixpapersessions,andapaneldiscussion. ThekeynotespeakerwasCatherinePelachaud,DirectorofResearchoftheISIRlab- oratory,SorbonneUniversity.Pelachaudpresentedthedevelopmentofasociallyinter- activeagent,includingworkonmultimodalinteractionandadaptationofconversational strategiestostrengthenuserengagement. Intheinvitedtalk,SandroPezzelle,UniversityofAmsterdam,sharedresearchexperi- encesonadaptingstate-of-the-artconversationalsystems,basedonpre-trainedlanguage models,todifferentagegroups. Theworkshopparticipantscouldchoosebetweentwogroupworks.SviatlanaHöhn, BettinaMigge,DorisDippoldandBrittaSchneiderorganizedagroupworkonAttitudes, Preconceptions and Practices in Conversational AI Design. Jan de Wit and Anouck BraggaarconductedagroupworkonPlatformsforChatbotDevelopmentandResearch. Thetopicofthepaneldiscussionwasevaluationofchatbotsinresearchandpractice; specifically,howtodousefulandreliableevaluations.Thepanelistsrepresentedresearch and industry, including Michael McTear (Ulster University), Nena van As (boost.ai), MargotvanderGoot(UniversityofAmsterdam),andElayneRuane(UCD).Thepanel providedinsightintothecomplexityofrelevantchatbotevaluationcriteria,theneedto flexibly adapt evaluation design to the specific characteristics of a context of use, and theneedfortransferandaggregationofinsightacrossevaluations. Preface vii Thepapersessionsincludedpresentationsofacceptedfullpapers,positionpapers, andprojectpresentationsorganizedinsixtopicalclusters;threeofwhichwereon-site onlyandthreeinhybridmode–bothon-siteandonline. Intheseproceedings,alltheacceptedfullpapersarestructuredintotwooverarching themeswhereeachthemeincludessixpapers. Inthefirsttheme,chatbotusersanduserexperience,thepapersprovidednewinsight andknowledgefromabroadrangeofdomains.LeuwisandHepresentedaninvestigation ofachatbotforsmokingcessationandfactorsimpactingtheuserexperienceofsucha chatbot.NordbergandGuribyeaddresseduserexperienceofnewsconsumptionthrough voiceuserinterfaces.Liebrecht,Kamoen,andAertsinvestigatedusageandpreference ofdifferentimplementationsofconversationalagentsforvotingadvice.Silva,deCicco, Levi,andHammerschmidtprovidednewinsightintotheeffectofgamificationinchat- botsforbrandcommunication.Abbas,Følstad,andBjørklipresentedastudyofusers’ perceptionsofchatbotsfordigitalgovernmentserviceprovision.Lastly,Henkel,Linn, andderGootsummarizedfindingsfromastudyofintentiontousementalhealthchat- botsamongLGBTQIA+users.Therangeofthestudiedapplicationdomainsprovides valuable new knowledge on a variation of specific chatbot use-cases, but also serves toshedlightonthemesthatcutacrossthesedomains–forexample,relatedtofactors underpinningusageintentionanduserexperience. Thesecondtheme,chatbotdesignandapplications,includedpapersthatprovided newknowledgeonthedesignofchatbotinteractionsanddialogueaswellasinsighton specificimplementations.Abbo,Crovari,andGarzottopresentedapromisingapproach to in-app troubleshooting by way of a conversational agent. Van Hooijdonk, Martijn, andLiebrechtprovidedanovelframeworkforanalyzingachatbotdesignaspectofhigh interesttopractitioners,thatis,thechatbot’sinitialself-introduction.Chira,Mathioudis, andcolleaguespresentedamulti-modalchatbotforuser-friendlycollectionofdatafrom specificpatientgroups.AngeniusandGhajargarprovidedin-depthreflectionsonconver- sationasdesignmaterial,groundedinastudyofachatbotforjournalling.Stolwijkand Kunnemanpresentedtheirworkonintegratingchatbotresponsesongeneralknowledge andaspecific taskathand, through an engaging studyof acooking assistant.Finally, Niederer,Schloss,andChristensenprovidedinsightintotheirworkonachatbottohelp userswithproductconfigurationinaconversationalmanner. ThreeoftheacceptedfullpaperswerenominatedfortheCONVERSATIONSbest paper award. The nominated papers were those with the best average scores from the reviewerfeedback.Fromthesethreenominees,ajuryconsistingofthesevenworkshop organizersselectedthewinneroftheaward.TheCONVERSATIONS2022bestpaper awardwasgiventoCharlottevanHooijdonk,GabriëllaMartijnandChristineLiebrecht fortheirpaperAFrameworkandContentAnalysisofSocialCuesintheIntroductions ofCustomerServiceChatbots.ThetworunnersupwereLotteLeeuwisandLinweiHe withtheirpaperHi,I’mCecil(y)theSmokingCessationChatbot:TheEffectivenessof MotivationalInterviewingandConfrontationalCounselingChatbotsandtheModerat- ingRoleoftheNeedforAutonomyandSelf-Efficacy,andGiulioAntonioAbbo,Pietro CrovariandFrancaGarzottofortheirpaperEnhancingConversationalTroubleshooting withMulti-modality:DesignandImplementation. viii Preface UponcompletingthesuccessfulsixtheditionoftheCONVERSATIONSworkshop, wearethankfultoallauthors,programcommitteemembers,presenters,participants,and supporters–allwhohelpedmaketheworkshopagreatplaceforsharinganddiscussionof chatbotresearchanddesign.Wearehappythattheworkshopseriesservestostrengthen the community of chatbot researchers and already look forward to the next edition of CONVERSATIONS. November2022 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 UniversityofOslo&SINTEF,Norway ProgramCommittee AlexanderMädche KarlsruheInstituteofTechnology,Germany AnaPaulaChaves NorthernArizonaUniversity,USA CarolinIschen UniversityofAmsterdam,TheNetherlands CharlottevanHooijdonk UtrechtUniversity,TheNetherlands ChristianLöw UniversityofVienna,Austria ChristineLiebrecht TilburgUniversity,TheNetherlands DavidKubonˇ CharlesUniversity,Prague,CzechRepublic DespoinaChatzakou CentreforResearchandTechnologyHellas, Greece ElayneRuane UniversityCollegeDublin,Ireland EleniMetheniti CLLE-CNRS|IRIT-CNRS,France ErenYildiz UmeåUniversity,Sweden FabioCatania PolitecnicodiMilano,Italy FrankDignum UmeåUniversity,Sweden FrodeGuribye UniversityofBergen,Norway GuyLaban UniversityofGlasgow,UK JoDugstadWake NORCE&UniversityofBergen,Norway JoHerstad UniversityofOslo,Norway JuananPereira UniversidaddelPaísVasco/EuskalHerriko Unibertsitatea,Spain KonstantinosBoletsis SINTEF,Norway LeaReis UniversityofBamberg,Germany LeighClark SwanseaUniversity,UK LorenzCunoKlopfenstein UniversityofUrbino“CarloBo”,Italy
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