1. 2 two faces of spoken dialogue systems jens edlund, mattias heldner & joakim gustafson...
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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
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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
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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
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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
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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
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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 […]
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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