Creating Humanlike Chatbots: What Chatbot Developers Could Learn From Webcare Employees In Adopting A Conversational Human Voice

C. Liebrecht, Charlotte van Hooijdonk

    Research output: Chapter in Book/Report/Conference proceedingChapterScientificpeer-review

    Abstract

    Currently, conversations with chatbots are perceived as unnatural and
    impersonal. One way to enhance the feeling of humanlike responses is by implementing an engaging communication style (i.e., Conversational Human Voice (CHV); Kelleher, 2009) which positively affects people’s perceptions of the organization. This communication style contributes to the effectiveness of online
    communication between organizations and customers (i.e., webcare). This communication style is of high relevance to chatbot design and development. This project aimed to investigate how insights on the use of CHV in organizations’ messages and the perceptions of CHV can be implemented in customer service automation. A corpus study was conducted to investigate which linguistic elements are used in organizations’ messages. Subsequently, an experiment was conducted to assess to what extent linguistic elements contribute to the perception of CHV. Based on these two studies, we investigated whether the amount of CHV can be identified automatically. These findings could be used to design humanlike chatbots that use a natural and personal communication style like their human conversation partner.
    Original languageEnglish
    Title of host publicationProceedings of CONVERSATIONS 2019
    PublisherSpringer Publishers
    Pages51-64
    Volume11970
    DOIs
    Publication statusPublished - 2020
    EventConversations 2019: 3rd international workshop on chatbot research - University of Amsterdam, Amsterdam, Netherlands
    Duration: 19 Nov 201920 Nov 2019
    https://conversations2019.wordpress.com/

    Conference

    ConferenceConversations 2019
    Country/TerritoryNetherlands
    CityAmsterdam
    Period19/11/1920/11/19
    Internet address

    Keywords

    • Chatbots
    • Customer service
    • Strategie
    • Tone of voice
    • corporate communicatie
    • klantcontact

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