'I’m Disabled and Married to a Foreign Single Mother'. Public Service Chatbot’s Advice on Citizens’ Complex Lives
| Autor: | Tina Steinstø, Tone Bratteteig, Guri Verne, Linett Simonsen |
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| Přispěvatelé: | University of Oslo (UiO), Sara Hofmann, Csaba Csáki, Noella Edelmann, Thomas Lampoltshammer, Ulf Melin, Peter Parycek, Gerhard Schwabe, Efthimios Tambouris, TC 8, WG 8.5 |
| Jazyk: | angličtina |
| Rok vydání: | 2020 |
| Předmět: |
Vocabulary
media_common.quotation_subject [SHS.INFO]Humanities and Social Sciences/Library and information sciences Internet privacy ComputingMilieux_LEGALASPECTSOFCOMPUTING computer.software_genre Chatbot Agency (sociology) 050602 political science & public administration 0501 psychology and cognitive sciences [INFO]Computer Science [cs] 050107 human factors Avatar media_common business.industry 05 social sciences Digitalization Single mothers 0506 political science Advice (programming) Domain knowledge Public service Psychology business computer |
| Zdroj: | Lecture Notes in Computer Science 12th International Conference on Electronic Participation (ePart) 12th International Conference on Electronic Participation (ePart), Aug 2020, Linköping, Sweden. pp.133-146, ⟨10.1007/978-3-030-58141-1_11⟩ Electronic Participation ISBN: 9783030581404 ePart |
| DOI: | 10.1007/978-3-030-58141-1_11⟩ |
| Popis: | Part 4: User Perspectives; International audience; This paper describes a study of citizens’ chats with a chatbot of a public agency. We have analyzed chat logs and identified citizens’ lack of domain knowledge as a source of inadequate or failed chatbot responses. We identify three types of lack of domain knowledge: lack of the right vocabulary, uncertainty if a regulation fits the citizen’s situation or the “shape sorting box” problem, or citizen’s misunderstanding the regulations. The most serious failure is when a misunderstanding is not detected and corrected during the chat. The chatbot we studied is not able to make sense of badly formed questions from citizens. As implications for design we suggest making the chatbot limitations visible by not presenting it as a human-like avatar with a name. We also suggest to enable domain knowledge learning through its conversations. |
| Databáze: | OpenAIRE |
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