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Dialogue: Openings and Closings

Dialogue: Openings and Closings. CS 359 Discourse and Dialogue November 1, 2001. Discourse & Dialogue Structure. Attentional Informational What is being talked about Intentional What purposes underlie discourse Control shifts in topic Ordering: Dominance, satisfaction-precedence.

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Dialogue: Openings and Closings

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  1. Dialogue: Openings and Closings CS 359 Discourse and Dialogue November 1, 2001

  2. Discourse & Dialogue Structure • Attentional • Informational • What is being talked about • Intentional • What purposes underlie discourse • Control shifts in topic • Ordering: Dominance, satisfaction-precedence

  3. Dialogue Management Systems • Control interaction between user and system • Model intentional structure • Finite-state: fixed sequence, elicit required info • Frame-based: Flexible sequence, elicit some info • Agent-based: Mixed initiative • Interpret utterance in context of task goals • Track shifts in attentional structure

  4. Agenda: Dialogue Dynamics • Motivation: • Conversational endings in HCI • Needing to say goodbye • Conversational openings/closings • Key components of human-human greetings • Signaling closings • Improving human-computer interaction • Accommodation • Saying goodbye • Animating openings and closings

  5. Dialogue Management Systems • Implicit handling of dynamics of discourse • Simplified set of conversational conventions • Openings: • System: Mouse click, phone call, broadcast • Human: Call, complex set of gaze, signal, etc • Closings: • System: hangup, exit, goodbye • Human: Exchange farewells - “hangup’ -> rude • Turns: • System: barge-in, silence; Human: no silence, ..

  6. Saying ‘Goodbye’ • SpeechActs • Voice-only telephone access to desktop apps • E..g. e-mail, calendar, stocks, weather • User initiative • Conversational, frame-based • Users consistently say ‘goodbye’ at end • Persist even with multiple recognition errors • Why not just hang up?

  7. Goodbye Sequence

  8. Openings and Closings • Basic structure of human-human interactions • Closings • Openings • Greetings • Telephone sequences

  9. Closings • Conversational structure: • (Usually) speak one at a time • Speaker change recurs • Closing: Conversants simultaneously arrive at point where completion is neither new turn or silence. Suspend transition relevance. • Terminal adjacency pair: • Show understanding, willingness to comply • No slot to reply: perceived as rude

  10. Openings: Face-to-Face Greeting • Pre-phase: Sighting: Gaze, Ready to interact • Distance salutation: Establish plan to greet • Head toss (with call and/or raised eyebrows) • Head lower (response to toss), Nod, Wave • Approach: Orient - Glance at,away, back • Body cross, groom • Final: Smile, change headset, palm position • Close salutation: Distinct location, orient’n • Halt, face, shift to end: handshake/embrace

  11. Openings: Telephone • Observation: • Answerer speaks first; afterward alternate turns • Explanation: Summons-Answer Analysis • Phone ring: Summons • Pickup+Hello: Answer • Pickup establishes presence; Hello availability • Prelude to future conversation • Rude to say ‘oh, nothing’ • Open for question+answer by caller

  12. Accommodation of Style • BT study (1976) • Users accommodate to system speaking style • Terse system -> terse user • Polite system -> polite user • Verbose system -> verbose user • Control user speaking style with prompt style • E.g. “Destination city” - > “Chicago” vs • AT&T: How may I help you? -> • Hi, well, I’m calling ‘cause there’s this number that I don’t recognize on my bill...

  13. Saying ‘Goodbye’ • Why people don’t just hang up • Conversational norms require: • Closing adjacency pairs • Second goodbye signals understanding, willingness • Failure to allow reply, hanging up; ‘Rude’ • Users adhere to norms • Even to their detriment • Say goodbye until confirmed by system

  14. Animating Openings/Closings • Autonomous avatars • Represent participants in virtual world • Typically random gesture or lip sync • User controls text broadcast • Goal: Execute largely unconscious gestures of dialog • Interest/availability for conversation • Emphasis • Closing, attenntion shift

  15. Animating Avatars • Approach/Initiation: • Wlllingness to chat: SustainedGlance, Smile • Distance Salutation: Look, HeadRoss/Nod,Wave, • Close Salutation: Look, Nod, Embrace, • Chat: Look, Nod, Raise eyebrows • BreakAway: GlanceAround • Leaving: Look, Nod, Wave

  16. User Reactions • Autonomous avatars: • More natural than manual, both, none • More expressive than manual • No better sense of control/expressiveness than none • All ‘fun’

  17. Closings and Openings • Conversational norms very powerful • Expect certain behaviors in open/close • Even with sysem • Closings require mutual consent • Cooperative • Openings: • Summons-Answer view: Good match for phone • Automatic Gesture/Gaze: More natural

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