论文标题

量化韵律调制对对话系统中用户参与度和满意度的影响

Quantifying the Effects of Prosody Modulation on User Engagement and Satisfaction in Conversational Systems

论文作者

Choi, Jason Ingyu, Agichtein, Eugene

论文摘要

随着Alexa,Siri和Google Assistant等基于语音的助手变得无处不在,用户越来越希望与此类系统保持自然而有用的对话。但是,要使开放域的对话系统具有连贯和引人入胜,它必须能够在长时间内保持用户的兴趣,而不会听起来无聊或烦人。在本文中,我们研究了一种自然的方法,即调节反应韵律,即改变反应的音调和节奏表明喜悦,悲伤或其他常见情绪,以及使用预录的插曲。直觉上,这种方法应该改善对话的自然性,但试图量化韵律调制对用户满意度和参与度的影响仍然具有挑战性。为此,我们报告了从一项大规模实证研究中获得的结果,该研究衡量了韵律调制对每个回合后以及整体对话水平的多个对话域的用户行为和参与度的影响。我们的结果表明,韵律调节大大提高了立即和整体用户满意度。但是,由于效果在不同的领域各不相同,因此我们验证了韵律调制不能代替响应的连贯,信息丰富的内容。总之,我们的结果提供了有用的工具和见解,以改善对话系统中响应的自然性。

As voice-based assistants such as Alexa, Siri, and Google Assistant become ubiquitous, users increasingly expect to maintain natural and informative conversations with such systems. However, for an open-domain conversational system to be coherent and engaging, it must be able to maintain the user's interest for extended periods, without sounding boring or annoying. In this paper, we investigate one natural approach to this problem, of modulating response prosody, i.e., changing the pitch and cadence of the response to indicate delight, sadness or other common emotions, as well as using pre-recorded interjections. Intuitively, this approach should improve the naturalness of the conversation, but attempts to quantify the effects of prosodic modulation on user satisfaction and engagement remain challenging. To accomplish this, we report results obtained from a large-scale empirical study that measures the effects of prosodic modulation on user behavior and engagement across multiple conversation domains, both immediately after each turn, and at the overall conversation level. Our results indicate that the prosody modulation significantly increases both immediate and overall user satisfaction. However, since the effects vary across different domains, we verify that prosody modulations do not substitute for coherent, informative content of the responses. Together, our results provide useful tools and insights for improving the naturalness of responses in conversational systems.

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