Response Quality in Human-chatbot Collaborative Systems

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Date
2020-05-27
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Publisher
Virginia Tech
Abstract

We study human-chatbot collaborative conversation systems that enable humans to leverage AI chatbot outputs during an online conversation with others. We evaluate response quality in two collaborative systems and compare them with human-only and chatbot-only settings. Both collaborative systems present AI chatbot results as suggestions but encourage the synthesis of human and chatbot responses to different extents. We also examine the influence of chatbot choices, including both retrieval-based and generation-based methods, and the number of suggestions on collaborative systems. Experimental results show that our collaborative systems can significantly improve the efficiency to formulate a response and improve its quality compared with a human-only system while sacrificing the fluency and humanness of the messages. Compared with a chatbot, collaborative systems can provide answers that are more fluent, human-like, and informative. We also found that the retrieval-based chatbots perform better than the generation-based one from all aspects. The optimal number of chatbot suggestions is one, and showing more suggestions has reduced user efficiency.

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Keywords
Conversational systems, chatbot, human-AI collaboration, dialogue systems
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