论文标题
礼貌还是直接？基于礼貌理论的老年人智能展示的对话设计
Polite or Direct? Conversation Design of a Smart Display for Older Adults Based on Politeness Theory
论文作者
论文摘要
对话界面越来越依赖于人类的对话来提供自然的体验。但是，依靠涉及多次交流的对话即使是简单的任务也可能会超额使用者，尤其是老年人。在本文中，我们探讨了礼貌理论在对话设计中的使用来减轻这种负担并改善用户体验。为了实现这一目标，我们将设计为老年人设计的智能显示应用程序提供的语音互动分为七个主要的演讲行为：请求，建议，指导，评论，欢迎，欢迎，告别和维修。我们确定了每个语音法案的面孔需求，应用最能满足这些需求的礼貌策略，并测试了这些策略在在线研究中塑造语音助手的礼貌的能力（$ n = 64 $）。根据这项研究的发现，我们设计了系统的直接和礼貌版本，并进行了现场研究（$ n = 15 $），其中参与者在他们的家中使用了五天的每个版本。根据我们的定性发现合并的五个因素，我们确定了四个独特的用户角色$ \ unicode {x2013} $以社交为导向的追随者，面向社会的领导者，实用性的自封和实用的领导者$ \ unicode $ \ unicode {x2013} $，可以为智能显示器提供个性化的智能设计。
Conversational interfaces increasingly rely on human-like dialogue to offer a natural experience. However, relying on dialogue involving multiple exchanges for even simple tasks can overburden users, particularly older adults. In this paper, we explored the use of politeness theory in conversation design to alleviate this burden and improve user experience. To achieve this goal, we categorized the voice interaction offered by a smart display application designed for older adults into seven major speech acts: request, suggest, instruct, comment, welcome, farewell, and repair. We identified face needs for each speech act, applied politeness strategies that best address these needs, and tested the ability of these strategies to shape the perceived politeness of a voice assistant in an online study ($n=64$). Based on the findings of this study, we designed direct and polite versions of the system and conducted a field study ($n=15$) in which participants used each of the versions for five days at their homes. Based on five factors merged from our qualitative findings, we identified four distinctive user personas$\unicode{x2013}$socially oriented follower, socially oriented leader, utility oriented follower, and utility oriented leader$\unicode{x2013}$that can inform personalized design of smart displays.
