Description |
1 online resource |
Series |
Human-computer interaction series |
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Human-computer interaction series
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Contents |
Intro; Contents; Contributors; 1 Conversational UX Design: An Introduction; 1.1 What Is UX Design?; 1.2 Interaction Styles and Conversation First; 1.3 Speakers' Design Principles; 1.3.1 Recipient Design; 1.3.2 Minimization; 1.3.3 Repair; 1.4 Conversation Types; 1.5 About This Book; 1.5.1 Section I: Human Conversation; 1.5.2 Section II: Agent Knowledge; 1.5.3 Section III: Agent Misunderstanding; 1.5.4 Section IV: Agent Design; 1.6 Conclusion; References; Human Conversation and Conversational Agents; 2 Adapting to Customer Initiative: Insights from Human Service Encounters; 2.1 Introduction |
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2.2 The Structure of a Canonical Service Call2.3 Opening Trajectories; 2.4 Question-Answering Sequences; 2.5 Dis-engagement Practices Display Satisfaction; 2.6 Concluding Thoughts; References; 3 Safety First: Conversational Agents for Health Care; 3.1 Introduction; 3.2 Patient-Facing Health Dialogue Systems; 3.3 Special Considerations when Designing Health Counseling Dialogue Systems; 3.3.1 Data Validity and Accuracy; 3.3.2 Privacy and Confidentiality; 3.3.3 Retention; 3.3.4 Adherence; 3.3.5 Longitudinal Coherence; 3.3.6 Length of Each Conversation; 3.3.7 Deployment Platforms |
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3.4 Safety Concerns in Health Counseling Dialogue Systems3.5 Errors in User Mental Model; 3.5.1 Understanding a Conversational Agent's Domain of Expertise; 3.5.2 Understanding the Conversational Genre; 3.5.3 Understanding Limitations in Allowable Utterances; 3.5.4 Understanding Limitations in Conversation "Envelope" Capabilities; 3.5.5 Understanding Limitations in Interactional Capabilities; 3.5.6 Understanding Limitations in Pragmatic Language Capabilities; 3.6 Errors in Automatic Speech Recognition; 3.6.1 Acoustic Model; 3.6.2 Language Model; 3.7 Errors in Natural Language Understanding |
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3.8 Errors in System Response and User Understanding and Action3.9 A Way Forward: Design Strategies to Avoid Errors in Health Dialogue Systems; 3.9.1 Scaffolding User Input; 3.9.2 Reducing ASR Errors; 3.9.3 Detecting and Recovering from Errors in Natural Language Understanding; 3.9.4 Facilitating User Interpretation of System Responses; 3.10 Conclusion; References; Agent Knowledge; 4 Conversational Agents for Physical World Navigation; 4.1 Introduction; 4.2 Related Work; 4.2.1 Inspiration for Design; 4.2.2 Natural Language Generation and Interaction; 4.2.3 How to Start |
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4.3 Designing Conversation for Physical World Navigation4.3.1 User Intents; 4.3.2 Dialog Structure; 4.3.3 Alternative Routes; 4.3.4 Natural Language Description; 4.3.5 User Experience; 4.4 Iterating on Conversational Design; 4.4.1 Evaluation Design; 4.4.2 Iterating on Implementation; 4.4.3 Implementation; 4.5 Conclusion; References; 5 Helping Users Reflect on Their Own Health-Related Behaviors; 5.1 Introduction: Behavior Change, Personal Informatics and Self-tracking Data; 5.2 The Value of Human Conversation Around Data in Health Behavior Change |
Summary |
"As voice interfaces and virtual assistants have moved out of the industry research labs and into the pockets, desktops and living rooms of the general public, a demand for a new kind of user experience (UX) design is emerging. Although the people are becoming familiar with Siri, Alexa, Cortana and others, their user experience is still characterized by short, command- or query-oriented exchanges, rather than longer, conversational ones. Limitations of the microphone and natural language processing technologies are only part of the problem. Current conventions of UX design apply mostly to visual user interfaces, such as web or mobile; they are less useful for deciding how to organize utterances, by the user and the virtual agent, into sequences that work like those of natural human conversation. This edited book explores the intersection of UX design, of both text- or voice-based virtual agents, and the analysis of naturally occurring human conversation (e.g., the Conversation Analysis, Discourse Analysis and Interactional Sociolinguistics literatures). It contains contributions from researchers, from academia and industry, with varied backgrounds working in the area of human-computer interaction. Each chapter explores some aspect of conversational UX design. Some describe the design challenges faced in creating a particular virtual agent. Others discuss how the findings from the literatures of the social sciences can inform a new kind of UX design that starts with conversation."-- Provided by publisher |
Bibliography |
Includes bibliographical references |
Notes |
Online resource; title from digital title page (viewed on September 19, 2018) |
Subject |
Intelligent personal assistants (Computer software) -- Design
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User-centered system design.
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Artificial intelligence.
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Natural language & machine translation.
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Information retrieval.
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Ethical & social aspects of IT.
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User interface design & usability.
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COMPUTERS -- General.
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User-centered system design
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Form |
Electronic book
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Author |
Moor, Robert J., editor
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ISBN |
9783319955797 |
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3319955799 |
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9783319955803 |
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3319955802 |
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