Difference between revisions of "Korbut2023"
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|Author(s)=Andrei Korbut; | |Author(s)=Andrei Korbut; | ||
|Title=How Conversational are “Conversational Agents”? Evidence from the Study of Users’ Interaction with a Service Telephone Chatbot | |Title=How Conversational are “Conversational Agents”? Evidence from the Study of Users’ Interaction with a Service Telephone Chatbot | ||
− | |Tag(s)=EMCA; Ethnomethodology; Conversation analysis; Conversational agents; Chatbot; Call center | + | |Tag(s)=EMCA; Ethnomethodology; Conversation analysis; Conversational agents; Chatbot; Call center; AI Reference List |
|Key=Korbut2023 | |Key=Korbut2023 | ||
|Year=2023 | |Year=2023 |
Latest revision as of 09:52, 24 August 2023
Korbut2023 | |
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BibType | ARTICLE |
Key | Korbut2023 |
Author(s) | Andrei Korbut |
Title | How Conversational are “Conversational Agents”? Evidence from the Study of Users’ Interaction with a Service Telephone Chatbot |
Editor(s) | |
Tag(s) | EMCA, Ethnomethodology, Conversation analysis, Conversational agents, Chatbot, Call center, AI Reference List |
Publisher | |
Year | 2023 |
Language | English |
City | |
Month | |
Journal | Social Interaction: Video-Based Studies of Human Sociality |
Volume | 6 |
Number | 1 |
Pages | |
URL | Link |
DOI | 10.7146/si.v6i1.137249 |
ISBN | |
Organization | |
Institution | |
School | |
Type | |
Edition | |
Series | |
Howpublished | |
Book title | |
Chapter |
Abstract
The paper considers whether is it possible to view interactions with so-called conversational agents (chatbots, voice assistants, etc.) as a form of conversation. It is argued here that such conversational agents are conversational in a proper sense. To justify this conclusion, the analysis of the beginnings of 100 calls to a Russian municipal call center, processed by a chatbot, is conducted. The revealed features of the inquiry formulations, silences, and overlaps at the beginning of the calls show that users deal with the chatbot as a conversational partner and not as a voice user interface. It is proposed that to call an interaction a “conversation,” it is enough that at least one co-participant (the weak participation requirement) is able to understand all the turns in the interaction (the strong analyzability requirement) as part of the ongoing conversation.
Notes