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Page 1: 1. 2 Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop,

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Page 2: 1. 2 Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop,

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Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson

Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop, Pittsburgh, 2006-09-17

The two faces…

• People may use more than one metaphor to make sense of human-computer interaction

• The interface metaphoro The dialogue system as an alternate

means of interfacing with a computer

• The human metaphoro The computer as a person with human-

like conversational abilities

Page 3: 1. 2 Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop,

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Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson

Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop, Pittsburgh, 2006-09-17

Example #1: interface metaphor

• Windows Vista ASR demo • Courtesy Long Zheng (

www.istartedsomething.com)• Clues suggesting use of interface metaphor:

o Short utteranceso Spoken commandso Command words often identical to

menu/button text o System communicates via GUIo System often identical to standard GUI

Page 4: 1. 2 Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop,

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Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson

Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop, Pittsburgh, 2006-09-17

Example #2: interface metaphor

• Stockholm Transport (public transport) Journey planner

• First released as web service (forms)• Later released as telephony based speech service• Frequent user, knows order of system prompts• Clues suggesting use of interface metaphor:

o Strictly controlled input: place names, times, yes/no (or lack thereof)

o Strictly limited output: Slot filler requests, verifications, journey information

o Input and output follows the web interface closelyo User refrains from social utterances and feedback

Page 5: 1. 2 Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop,

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Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson

Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop, Pittsburgh, 2006-09-17

Example #3: human metaphor

• KTH experiment on responsive grounding• Partial Wizard-of-Oz• Naïve user• Near-perfect system understanding (WoZ)• Fast interaction, backchannels, fragmentary

grounding• Clues suggesting use of human metaphor:

o greetings, socializingo user gives verbal feedback to system utterances o user expresses opinions o long user utterances o very high confidence in system's conversational abilities

Page 6: 1. 2 Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop,

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Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson

Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop, Pittsburgh, 2006-09-17

Example #4: human metaphor

• TeliaSonera NICE project • Partial Wizard-of-Oz• Game task• Multiple animated agents

(Karin & Cloddy Hans)• Clues suggesting use of human metaphor:

o user treats Karin & Cloddy Hans differentlyo user calls out to system (Karin)o user gives verbal feedback to system utterances o long user utterances o user negotiates with system o high confidence in system's conversational abilities

Page 7: 1. 2 Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop,

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Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson

Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop, Pittsburgh, 2006-09-17

Clashing metaphorsPart 1 – User (U) speaking to a machine (S):S: Welcome to our customer care call centre, How

I may help you?U: <sigh> <long silence> fault reportS: Your call is now routed to an operator

Part 2 – User speaking to the operator (O):O: Fault reports, my name is EmmaU: Well hi, I am Robert...O: Yeah, hiU: ...and I have a problem with… or well it has to

be the phone line if I may say so because I have a very weak dial tone, you know […]

Page 8: 1. 2 Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop,

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Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson

Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop, Pittsburgh, 2006-09-17

Clashing metaphors (cont’d)Part 3 – Post interview (O):O: I don’t know if you noticed, we’re testing a new

systemU: Uh-huhO: Instead of pressing keys you use your voice to

say “fault report”U: YeahO: How did you like that?U: Yeah, well…O: Compared to pressing keys and listening and…U: Well, I didn’t quite know what to say, but then I

got it…O: You got it then, didn’t youU: YeahO: Yeah yeahU: But it’s not like you’re given any alternatives

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Two faces of spoken dialogue systems Jens Edlund, Mattias Heldner & Joakim Gustafson

Dialogue on Dialogues, Interspeech2006 - ICSLP Satellite Workshop, Pittsburgh, 2006-09-17

Evaluation

• Different evaluation methods may be required for different metaphors

• Most discussions focus on tasks where the interface metaphor is good enough (or better), and where infotransfer efficiency is the goal

• In tasks where the human metaphor would be especially interesting, such as games, the conversation in itself may be a goal, and efficient information transfer less relevant

• We may be able to take cues from the entertainment industry, where evaluation of games and films is commonplace