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 proceedingConference contributionScientificpeer-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), and 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
Volume11970
Publication statusPublished - 15 Jan 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
CountryNetherlands
CityAmsterdam
Period19/11/1920/11/19
Internet address

Keywords

  • Chatbots
  • Tone of voice
  • Conversational Human Voice

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    Liebrecht, C., & van Hooijdonk, C. (2020). Creating Humanlike Chatbots: What Chatbot Developers Could Learn From Webcare Employees In Adopting A Conversational Human Voice. In Proceedings of CONVERSATIONS 2019 (Vol. 11970). Springer Publishers.