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Role-Based Design of Conversational Agents: Approach and Tools

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Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1293))

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Abstract

The wide adoption of conversational agents in delivering services to users asks for user-centric approach to design of the experience. We propose a Role-Based design approach, introducing 9 archetypal roles/purposes of conversational agents, resulting from case study research of conversational interfaces available in the market. These roles cover a range of behaviors (reactive, proactive) and features (relational, operational) that will enable the design of human-like, bi-directional conversational experience. We exemplify this approach through workshop sessions that involved stakeholders from financial industry in using the developed toolkits to envision financial service experiences enabled by conversational-agent.

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Acknowledgement

We’d like to thank Banco Bradesco for providing funding to conduct the research and supporting with the workshops.

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Authors and Affiliations

  1. Design Lab, Massachusetts Institute of Technology, Cambridge, MA, 02139, USA

    Ilaria Scarpellini & Yihyun Lim

Authors
  1. Ilaria Scarpellini
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  2. Yihyun Lim
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Corresponding author

Correspondence to Yihyun Lim .

Editor information

Editors and Affiliations

  1. University of Crete and Foundation for Research and Technology – Hellas (FORTH), Heraklion, Crete, Greece

    Constantine Stephanidis

  2. Foundation for Research and Technology – Hellas (FORTH), Heraklion, Crete, Greece

    Margherita Antona

  3. Foundation for Research and Technology – Hellas (FORTH), Heraklion, Crete, Greece

    Stavroula Ntoa

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Scarpellini, I., Lim, Y. (2020). Role-Based Design of Conversational Agents: Approach and Tools. In: Stephanidis, C., Antona, M., Ntoa, S. (eds) HCI International 2020 – Late Breaking Posters. HCII 2020. Communications in Computer and Information Science, vol 1293. Springer, Cham. https://doi.org/10.1007/978-3-030-60700-5_47

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  • DOI: https://doi.org/10.1007/978-3-030-60700-5_47

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-60699-2

  • Online ISBN: 978-3-030-60700-5

  • eBook Packages: Computer ScienceComputer Science (R0)

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