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.
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 language | English |
|---|---|
| Number of pages | 15 |
| Publication status | E-pub ahead of print - 20 Nov 2019 |
| Event | Conversations 2019: 3rd international workshop on chatbot research - University of Amsterdam, Amsterdam, Netherlands Duration: 19 Nov 2019 → 20 Nov 2019 https://conversations2019.wordpress.com/ |
Conference
| Conference | Conversations 2019 |
|---|---|
| Country | Netherlands |
| City | Amsterdam |
| Period | 19/11/19 → 20/11/19 |
| Internet address |
Keywords
- Chatbots
- Customer service
- Strategie
- Tone of voice
- corporate communicatie
- klantcontact
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Cite this
Liebrecht, C., & van Hooijdonk, C. (2019). Creating Humanlike Chatbots: What Chatbot Developers Could Learn From Webcare Employees In Adopting A Conversational Human Voice. Paper presented at Conversations 2019, Amsterdam, Netherlands. https://conversations2019.files.wordpress.com/2019/11/conversations_2019_paper_27_preprint-2.pdf