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Comparing Several Aspects of Human-Computer and Human-Human Dialogues

  • Christine Doran
  • John Aberdeen
  • Laurie Damianos
  • Lynette Hirschman
Chapter
Part of the Text, Speech and Language Technology book series (TLTB, volume 22)

Abstract

While researchers have many intuitions about the differences between human-computer (HC) and human-human (HH) interactions, most of these have not previously been subject to empirical scrutiny. Our work presents some initial experiments in this direction, with the ultimate goal of using what we learn to improve computer dialogue systems. Working with data from the air travel domain, we identified a number of striking differences between the HH and HC interactions. In general, the conversation was much more balanced between traveler and expert in the HH setting in terms of amount of speech, types of dialogue acts and sharing initiative. In the HC conversations, the system dominated in number of words and dialogue acts and in initiative, and there are gestalt patterns in the distribution of dialogue acts which reflect a similar skew of control toward the system.

Keywords

User Satisfaction Dialogue System Dialogue Strategy Speak Dialogue System User Initiative 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer Science+Business Media Dordrecht 2003

Authors and Affiliations

  • Christine Doran
    • 1
  • John Aberdeen
    • 1
  • Laurie Damianos
    • 1
  • Lynette Hirschman
    • 1
  1. 1.The MITRE CorporationBedfordUSA

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