Comparing moderation strategies in group chats with multi-user chatbots

  • The increasing capabilities of chatbots will become more and more important in the near future. In this paper, we introduce a conversational system which connects a chatbot with a mainstream messaging service in a multi-user scenario. While there are already numerous options for single-user bots, ready-to-use systems for multiple users and group chats are scarce. This work thus aims to get insight into how such a group chatbot should behave during a multi-turn conversation. For this, we implemented and evaluated four different moderation strategies in an everyday use-case: the planning and negotiation of a joint appointment. In our subsequent user study with 40 participants, we investigated how the different strategies were perceived and what influence they had on the acceptance, usability and efficiency of the system. Our evaluation results show that users’ perceptions of innovation and inventiveness of the bot were influenced by the moderation strategies.

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Author:Nicolas Wagner, Matthias KrausORCiDGND, Tibor Tonn, Wolfgang Minker
Frontdoor URL
Parent Title (English):CUI '22: proceedings of the 4th International Conference on Conversational User Interfaces, July 26-28, 2022, Glasgow, United Kingdom
Place of publication:New York, NY
Editor:Martin Halvey, Mary Ellen Foster, Jeff Dalton, Cosmin Munteanu, Johanne Trippas
Type:Conference Proceeding
Year of first Publication:2022
Publishing Institution:Universität Augsburg
Release Date:2023/01/30
First Page:35
Institutes:Fakultät für Angewandte Informatik
Fakultät für Angewandte Informatik / Institut für Informatik
Fakultät für Angewandte Informatik / Institut für Informatik / Lehrstuhl für Menschzentrierte Künstliche Intelligenz
Dewey Decimal Classification:0 Informatik, Informationswissenschaft, allgemeine Werke / 00 Informatik, Wissen, Systeme / 000 Informatik, Informationswissenschaft, allgemeine Werke
Licence (German):CC-BY-SA 4.0: Creative Commons: Namensnennung - Weitergabe unter gleichen Bedingungen (mit Print on Demand)