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  4. What do you mean? A Review on Recovery Strategies to Overcome Conversational Breakdowns of Conversational Agents
 
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What do you mean? A Review on Recovery Strategies to Overcome Conversational Breakdowns of Conversational Agents

Journal
International Conference on Information Systems (ICIS)
Type
conference paper
Date Issued
2021-12
Author(s)
Benner, Dennis
Elshan, Edona  
Schöbel, Sofia
Janson, Andreas  
Research Team
IWI6
Abstract
Since the emergence of conversational agents, this technology has seen continuous development and research. Today, advanced conversational agents are virtually omnipresent in our everyday lives. Albeit the numerous improvements in their conversational capabilities, breakdowns are still a persistent issue. Such breakdowns can result in a very unpleasant experience for users and impair the future success of conversational agents. This issue has been acknowledged by many researchers recently. However, the research on strategies to overcome conversational breakdowns is still inconclusive, and further research is needed. Therefore, we conduct a systematic literature analysis to derive conceptual conversational breakdown recovery strategies from literature and highlight future research avenues to address potential gaps. Thus, we contribute to theory of human-agent interaction by deriving and assessing recovery strategies and suggesting leads for novel recovery strategies.
Funding(s)
International Postdoctoral Fellowship (GFF-IPF)  
Language
English
Keywords
conversational agents
conversational breakdowns
recovery strategies
HSG Classification
contribution to scientific community
Event Title
International Conference on Information Systems (ICIS)
Event Location
Austin, Texas
Event Date
12.12.2021 - 15.12.2021
URL
https://www.alexandria.unisg.ch/handle/20.500.14171/109660
Subject(s)

information managemen...

Division(s)

IWI - Institute of In...

Eprints ID
264497
File(s)
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Thumbnail Image

open.access

Name

JML_864.pdf

Size

400.57 KB

Format

Adobe PDF

Checksum (MD5)

633b65f8bcad58f4382f8e3071656ac1

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