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Studies in Conversational UX Design

The document outlines the Human-Computer Interaction Series, focusing on Conversational UX Design, edited by experts from IBM Research and other institutions. It includes various studies on conversational agents, their design, and their application in different contexts such as healthcare and navigation. The document also lists contributors and provides publication details.

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48 views8 pages

Studies in Conversational UX Design

The document outlines the Human-Computer Interaction Series, focusing on Conversational UX Design, edited by experts from IBM Research and other institutions. It includes various studies on conversational agents, their design, and their application in different contexts such as healthcare and navigation. The document also lists contributors and provides publication details.

Uploaded by

albuquerquejoaovitor
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Human–Computer Interaction Series

Editors-in-chief
Desney Tan
Microsoft Research, Redmond, WA, USA

Jean Vanderdonckt
Louvain School of Management, Université catholique de Louvain,
Louvain-la-Neuve, Belgium
More information about this series at http://www.springer.com/series/6033
Robert J. Moore Margaret H. Szymanski
•

Raphael Arar Guang-Jie Ren


•

Editors

Studies in Conversational
UX Design

123
Editors
Robert J. Moore Raphael Arar
IBM Research-Almaden IBM Research-Almaden
San Jose, CA, USA San Jose, CA, USA

Margaret H. Szymanski Guang-Jie Ren


IBM Research-Almaden IBM Research-Almaden
San Jose, CA, USA San Jose, CA, USA

ISSN 1571-5035 ISSN 2524-4477 (electronic)


Human–Computer Interaction Series
ISBN 978-3-319-95578-0 ISBN 978-3-319-95579-7 (eBook)
https://doi.org/10.1007/978-3-319-95579-7

Library of Congress Control Number: 2018949051

© Springer International Publishing AG, part of Springer Nature 2018


This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part
of the 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 storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar
methodology now known or hereafter developed.
The use of general descriptive names, registered names, trademarks, service marks, etc. in this
publication does not imply, even in the absence of a specific statement, that such names are exempt from
the relevant protective laws and regulations and therefore free for general use.
The publisher, the authors and the editors are safe to assume that the advice and information in this
book are believed to be true and accurate at the date of publication. Neither the publisher nor the
authors or the editors give a warranty, express or implied, with respect to the material contained herein or
for any errors or omissions that may have been made. The publisher remains neutral with regard to
jurisdictional claims in published maps and institutional affiliations.

This Springer imprint is published by the registered company Springer Nature Switzerland AG
The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
Contents

1 Conversational UX Design: An Introduction . . . . . . . . . . . . . . . . . . 1


Robert J. Moore and Raphael Arar

Part I Human Conversation and Conversational Agents


2 Adapting to Customer Initiative: Insights from Human Service
Encounters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Margaret H. Szymanski and Robert J. Moore
3 Safety First: Conversational Agents for Health Care . . . . . . . . . . . . 33
Timothy Bickmore, Ha Trinh, Reza Asadi and Stefan Olafsson

Part II Agent Knowledge


4 Conversational Agents for Physical World Navigation . . . . . . . . . . . 61
Jan Balata, Zdenek Mikovec and Pavel Slavik
5 Helping Users Reflect on Their Own Health-Related Behaviors . . . . 85
Rafal Kocielnik, Gary Hsieh and Daniel Avrahami

Part III Agent Misunderstanding


6 Teaching Agents When They Fail: End User Development
in Goal-Oriented Conversational Agents . . . . . . . . . . . . . . . . . . . . . . 119
Toby Jia-Jun Li, Igor Labutov, Brad A. Myers, Amos Azaria,
Alexander I. Rudnicky and Tom M. Mitchell
7 Recovering from Dialogue Failures Using Multiple Agents
in Wealth Management Advice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Heloisa Candello and Claudio Pinhanez

v
vi Contents

Part IV Agent Design


8 Conversational Style: Beyond the Nuts and Bolts
of Conversation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Gregory A. Bennett
9 A Natural Conversation Framework for Conversational
UX Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Robert J. Moore
Contributors

Raphael Arar IBM Research-Almaden, San Jose, CA, USA


Reza Asadi College of Computer and Information Science, Northeastern
University, Boston, USA
Daniel Avrahami FXPAL, Palo Alto, CA, USA
Amos Azaria Ariel University, Ariel, Israel
Jan Balata Faculty of Electrical Engineering, Czech Technical University in
Prague, Prague, Czech Republic
Gregory A. Bennett Linguist | UX Researcher, San Francisco, CA, USA
Timothy Bickmore College of Computer and Information Science, Northeastern
University, Boston, USA
Heloisa Candello IBM Research, São Paulo, Brazil
Gary Hsieh University of Washington, Seattle, WA, USA
Rafal Kocielnik University of Washington, Seattle, WA, USA
Igor Labutov Carnegie Mellon University, Pittsburgh, PA, USA
Toby Jia-Jun Li Carnegie Mellon University, Pittsburgh, PA, USA
Zdenek Mikovec Faculty of Electrical Engineering, Czech Technical University
in Prague, Prague, Czech Republic
Tom M. Mitchell Carnegie Mellon University, Pittsburgh, PA, USA
Robert J. Moore IBM Research-Almaden, San Jose, CA, USA
Brad A. Myers Carnegie Mellon University, Pittsburgh, PA, USA
Stefan Olafsson College of Computer and Information Science, Northeastern
University, Boston, USA

vii
viii Contributors

Claudio Pinhanez IBM Research, São Paulo, Brazil


Alexander I. Rudnicky Carnegie Mellon University, Pittsburgh, PA, USA
Pavel Slavik Faculty of Electrical Engineering, Czech Technical University in
Prague, Prague, Czech Republic
Margaret H. Szymanski IBM Research-Almaden, San Jose, CA, USA
Ha Trinh College of Computer and Information Science, Northeastern University,
Boston, USA

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