论文标题
聊天机器人的社交和情感礼节：一种理解用户需求和期望的定性方法
Social and Emotional Etiquette of Chatbots: A Qualitative Approach to Understanding User Needs and Expectations
论文作者
论文摘要
随着聊天机器人越来越流行，我们经常想知道用户认为什么是自然而被社会接受的与他们互动的举止。一些研究人员认为，人类应该避免与聊天机器人进行情感对话，而另一些人则开始使用最新的深度学习技巧来构建善解人意的聊天机。要了解聊天机器人是否应该理解和表现情绪，我们对18名参与者进行了半结构化访谈。我们的分析揭示了他们对情感意识代理商的整体热情。更重要的是，用户接受情感聊天机器人的意图似乎取决于这些代理如何应对我们的特定情绪，而不仅仅是检测人类情绪的能力。我们的发现还揭示了情感智能技术可以改善用户体验的特定应用领域。总而言之，我们总结了一系列的情感互动模式，这些模式激发了用户采用此类技术的意图以及对发展情感智能聊天机器人有用的准则。
As chatbots are becoming increasingly popular, we often wonder what users perceive as natural and socially accepted manners of interacting with them. Some researchers maintain that humans should avoid engaging in emotional conversations with chatbots, while others have started building empathetic chatting machines using the latest deep learning techniques. To understand if chatbots should comprehend and display emotions, we conducted semi-structured interviews with 18 participants. Our analysis revealed their overall enthusiasm towards emotionally aware agents. More importantly, users' intention to accept emotional chatbots seem to hinge on how these agents respond to our specific emotions, rather than just the ability to detect human emotions. Our findings also disclosed the specific application domains where emotionally intelligent technology could improve user experience. To conclude, we summarized a set of emotion interaction patterns that inspire users' intention to adopt such technology as well as guidelines useful for the development of emotionally intelligent chatbots.
