Loading...
Exploring User Engagement Through an Interaction Lens: What Textual Cues Can Tell Us about Human-Chatbot Interactions
He,Linwei Braggaar,Anouck Basar,Erkan Krahmer,Emiel Antheunis,Marjolijn Wiers,Reinout
He,Linwei
Braggaar,Anouck
Basar,Erkan
Krahmer,Emiel
Antheunis,Marjolijn
Wiers,Reinout
Abstract
Monitoring and maintaining user engagement in human-chatbot interactions is challenging. Researchers often use cues observed in the interactions as indicators to infer engagement. However, evaluation of these cues is lacking. In this study, we collected an inventory of potential textual engagements cues from the literature, including linguistic features, utterance features, and interaction features. These cues were subsequently used to annotate a dataset of 291 user-chatbot interactions, and we examined which of these cues predicted self-reported user engagement. Our results show that engagement can indeed be recognized at the level of individual utterances. Notably, words indicating cognitive thinking processes and motivational utterances were strong indicators of engagement. An overall negative tone could also predict engagement, highlighting the importance of nuanced interpretation and contextual awareness of user utterances. Our findings demonstrated initial feasibility of recognizing utterance-level cues and using them to infer user engagement, although further validation is needed across different content-domains.
Description
Publisher Copyright: © 2024 Owner/Author.
Date
2024-07-08
Journal Title
Journal ISSN
Volume Title
Publisher
Files
Research Projects
Organizational Units
Journal Issue
Keywords
user engagement, human-chatbot interaction, conversational agents
Citation
He, L, Braggaar, A, Basar, E, Krahmer, E, Antheunis, M & Wiers, R 2024, Exploring User Engagement Through an Interaction Lens : What Textual Cues Can Tell Us about Human-Chatbot Interactions. in Proceedings of the 6th Conference on ACM Conversational User Interfaces, CUI 2024., 9, Proceedings of the 6th Conference on ACM Conversational User Interfaces, CUI 2024. https://doi.org/10.1145/3640794.3665536