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

Research output: Chapter in Book / Report / Conference proceedingConference contributionAcademicpeer-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 LNCS
Volume11970
Publication statusPublished - 15 Jan 2020
EventChatbot research and design: third international workshop - Amsterdam, Netherlands
Duration: 19 Nov 201920 Nov 2019

Workshop

WorkshopChatbot research and design: third international workshop
Abbreviated titleConversations 2019
CountryNetherlands
CityAmsterdam
Period19/11/1920/11/19

Fingerprint

Developer
Employees
Communication style
Experiment
Automation
Design and development
Customer service
Online communication

Keywords

  • Conversational Human Voice
  • Chatbots

Cite this

@inproceedings{8ba3d12f6c7f4e0391f2273ae7de3b66,
title = "Creating Humanlike Chatbots: What Chatbot Developers Could Learn From Webcare Employees In Adopting A Conversational Human Voice",
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.",
keywords = "Conversational Human Voice, Chatbots",
author = "C Liebrecht and {van Hooijdonk}, Charlotte",
year = "2020",
month = "1",
day = "15",
language = "English",
volume = "11970",
booktitle = "Proceedings of CONVERSATIONS 2019",
publisher = "Springer LNCS",

}

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 LNCS, Chatbot research and design: third international workshop, Amsterdam, Netherlands, 19/11/19.

Creating Humanlike Chatbots: What Chatbot Developers Could Learn From Webcare Employees In Adopting A Conversational Human Voice. / Liebrecht, C; van Hooijdonk, Charlotte.

Proceedings of CONVERSATIONS 2019. Vol. 11970 Springer LNCS, 2020.

Research output: Chapter in Book / Report / Conference proceedingConference contributionAcademicpeer-review

TY - GEN

T1 - Creating Humanlike Chatbots: What Chatbot Developers Could Learn From Webcare Employees In Adopting A Conversational Human Voice

AU - Liebrecht, C

AU - van Hooijdonk, Charlotte

PY - 2020/1/15

Y1 - 2020/1/15

N2 - 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.

AB - 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.

KW - Conversational Human Voice

KW - Chatbots

M3 - Conference contribution

VL - 11970

BT - Proceedings of CONVERSATIONS 2019

PB - Springer LNCS

ER -