research-article

Designing the Conversational Agent: Asking Follow-up Questions for Information Elicitation

Authors:

Changyuan Yang,

Yingqing XuAuthors Info & Claims

Proceedings of the ACM on Human-Computer Interaction, Volume 8, Issue CSCW1

Article No.: 43, Pages 1 - 30

https://doi.org/10.1145/3637320

Published: 26 April 2024 Publication History

Abstract

Conversational Agents (CAs) can facilitate information elicitation in various scenarios, such as semi-structured interviews. Current CAs can ask predetermined questions but lack skills for asking follow-up questions. Thus, we designed three approaches for CAs to automatically ask follow-up questions, i.e., follow-ups on concepts, follow-ups on related concepts, and general follow-ups. To investigate their effects, we conducted a user study (N=26) in which a CA interviewer asked follow-up questions generated by algorithms and crafted by human wizards. Our results showed that the CA's follow-up questions were readable and effective in information elicitation. The follow-ups on concepts and related concepts achieved a lower drop rate and better relevance, while the general follow-ups elicited more informative responses. Further qualitative analysis of the human-CA interview data revealed algorithm drawbacks and identified follow-up question techniques used by the human wizards. We provided design implications for improving information elicitation of future CAs based on the results.

Supplemental Material

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raw_data_Chinese.xlsx The conversation log data between the CA and the 26 participants in the study, as well as their ratings for the CA's follow-up questions.

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Index Terms

Designing the Conversational Agent: Asking Follow-up Questions for Information Elicitation
1. Human-centered computing
  1. Human computer interaction (HCI)

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Proceedings of the ACM on Human-Computer Interaction Volume 8, Issue CSCW1

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DOI:10.1145/3661497

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Published: 26 April 2024

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Pettys-Baker RClarke MHolschuh BKostakos VKay JHoang T(2024)Functional Now, Wearable Later: Examining the Design Practices of Wearable TechnologistsProceedings of the 2024 ACM International Symposium on Wearable Computers10.1145/3675095.3676615(71-81)Online publication date: 5-Oct-2024
https://dl.acm.org/doi/10.1145/3675095.3676615
Röddiger TStuchbury-Wass JCiliberto MLepold PBeigl MKostakos VKay JHoang T(2024)OpenEarable 1.4: Dual Microphones Earpiece to Capture In-Ear and Outer-Ear Audio SignalsCompanion of the 2024 on ACM International Joint Conference on Pervasive and Ubiquitous Computing10.1145/3675094.3678483(930-933)Online publication date: 5-Oct-2024
https://dl.acm.org/doi/10.1145/3675094.3678483

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