Improving the closing sequences of interaction between human and robot through conversation analysis

Abstract

This study employs Conversation Analysis to create a recursive model that improves the quality of human-robot interaction. Our research goal is to create a dialogue robot that offers pleasant experiences for users, so they are willing to engage in repeated interactions in daily lives. While there has been dramatic progress in the performance of dialogue robots, there has been less attention to the importance of users’ interactional experience compared to the “specs” of the dialogue system. Employing Goffmanian insights and using research in Conversation Analysis (CA), the present study develops a dialogue closing system to exit the interaction. We then experimentally verified that the robot with the dialogue closing system performs better in the user’s perception of the robot (i.e. likeability, politeness, and dialogue satisfaction) than the control group. Further, by analyzing the dialogue between the human and the robot through CA, we propose to build a recursive, reflective model to improve the dialogue model design. A constructive approach urges us to reproduce complicated social phenomena in human-robot interaction so that we can investigate the underlying cognitive mechanisms of humans and create robots that can convey human-like cognition functions and coexist with humans. Taking such a constructive approach, we posit that our recursive model for dialogue systems that uses CA insights and then qualitatively analyzes conversational data can enhance the quality of dialogue systems because the model elucidates which properties of a conversation humans need to experience a conversational robot as human-like. Our study suggests that interactional morality - particularly conversational closings - is one property of human interactions that humans likely require social robots to adhere to.