- Build-up “Clova, Play songs of BTS” “Yes, playing the music” ( play the music) “Hello” “This is A Restaurant. May I help you?” “I would like to make a reservation” “Yes, When?” 2. Having a conversation over the phone with an AI is nothing like interacting with an AI Speaker
is nothing like interacting with an Chatbot • Chatbot has Visual Display • User can see the entire conversation • User can not remember everything on the phone • Chabot use multi-modal interface • Phone call can use voice only
Body User Request Agent Response Preclosing Signals Greeting + Cap. Check Phone call situation > No wake word context > Agent always says first > Users usually start conversations with a capability check > Need to detect preclosing signal > A conversation consists of an opening, body and closing > From the opening to the closing - time space
a critical constraint Time Overlap Silence Balance Mind turn allocation • Conversations can overlap with each other • Turn allocation should be handled naturally in this context Mind the length of utterances • Balancing the length of an utterance is fundamental in spoken dialogue • Spoken prompts should be written considering the length of utterances Mind silence • There could be silence during a conversation • Find ways to minimize silence and get users back on track during silence > Users want natural, continuous conversations > Conversations in the Voice User Interface (VUI) need to consider time as a critical constraint
4 sequences A: Hello. This is OUTBACK STEAKHOUSE. What can I help you with? U: Hi. I’d like to make a reservation. A: Okay. When are you coming? U: 7 p.m. tomorrow. A: How many people in your party? U: Four, maybe. A: Okay. Let me see. We have a table for 4 at 7. Want to make a reservation? U: Yes, please. Opening Scheduling Confirmation Reservation Made
the store…ten-minute walk distance from the subway station. U: How can I get there? A: You can find the store…ten-minute walk distance from the subway station. U: From where? A: From the subway station. Partial Repeat Request Definition Request U: I am going with my parents, and um can you recommend something for them? A: I think tenderloin steak and Toowoomba pasta will be great for your parents. U: What is Towoomba pasta? A: Toowomba pasta is our premium pasta based on spicy cream sauce.