Towards Awareness of Human Relational Strategies in Virtual Agents

• DOI: 10.1609/aaai.v34i03.5644
• Publication Date: 2020-06-29T19:57:51Z
• Authors: Ian Beaver; Cynthia Freeman; Abdullah Mueen
• Keywords: Gratitude; Customer Service; Personality psychology

As Intelligent Virtual Agents (IVAs) increase in adoption and further emulate human personalities, we are interested how humans apply relational strategies to them compared other a service environment. Human-computer data from three live customer IVAs was collected, annotators marked all text that deemed unnecessary the determination of user intention as well presence multiple intents. After merging selections annotators, second round annotation determined classes language present sections such Greetings, Backstory, Justification, Gratitude, Rants, or Expressing Emotions. We compare usage human-human interactions. show removal this task-based inputs has positive effect by both an confidence improvement responses, evaluated humans, demonstrating need for anticipate injection. This work provides methodology identify segments baseline performance task laying groundwork reciprocate order improve their believeability.