Abstract
While commercial conversational agents (CA) (i.e. Google assistant, Siri, Alexa) are widely used, these systems have limitations in error-handling, flexibility, personalization and overall dialogue management that are amplified in care coordination settings. In this paper, we synthesize and articulate these limitations through quantitative and qualitative analysis of 56 older adults interacting with a commercial CA deployed in their home for a 10 week period. We look at the CA as a compensatory technology in an older adult's care network. We argue that the CA limitations are rooted in the rigid cue-and-response style of task-oriented interactions common in CAs. We then propose a redesign for CA conversation flow to favor flexibility and personalization that is nonetheless viable within the limitations of current AI and machine learning technologies. We explore design tradeoffs to better support the usability needs of older adults compared to current design optimizations driven by efficiency and privacy goals.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: Proceedings of the ACM on Human-Computer Interaction
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
