When a computer speaks institutional talk: Exploring challenges and potentials of virtual assistants in face-to-face advisory services

Advisory services are a highly sensitive form of collaboration: they rely on a clear distribution of roles between human participants who act according to an implicit set of practices and scripts. As such, they do not offer a specific role to a virtual assistant. At the same time, the technological improvements make the promise that institutional settings may be soon complemented with technology that allows for asking questions using natural speech, understands the context, and provides answers based on online processing of data. This article explores challenges and potentials of virtual assistants in advisory services while analyzing data from interviews and a workshop with clients and advisors from financial advisory services. It links the insights from the field with the institutional talk perspective. The findings unveil, that the concerns and hopes of potential users relate to their position and an implicit understanding of what an advisory service is about. This calls for careful and attentive design approach towards virtual assistants in advisory services

Averting Robot Eyes

Home robots will cause privacy harms. At the same time, they can provide beneficial services—as long as consumers trust them. This Essay evaluates potential technological solutions that could help home robots keep their promises, avert their eyes, and otherwise mitigate privacy harms. Our goals are to inform regulators of robot-related privacy harms and the available technological tools for mitigating them, and to spur technologists to employ existing tools and develop new ones by articulating principles for avoiding privacy harms. We posit that home robots will raise privacy problems of three basic types: (1) data privacy problems; (2) boundary management problems; and (3) social/relational problems. Technological design can ward off, if not fully prevent, a number of these harms. We propose five principles for home robots and privacy design: data minimization, purpose specifications, use limitations, honest anthropomorphism, and dynamic feedback and participation. We review current research into privacy-sensitive robotics, evaluating what technological solutions are feasible and where the harder problems lie. We close by contemplating legal frameworks that might encourage the implementation of such design, while also recognizing the potential costs of regulation at these early stages of the technology

Towards Integration of Cognitive Models in Dialogue Management: Designing the Virtual Negotiation Coach Application

This paper presents an approach to flexible and adaptive dialogue management driven by cognitive modelling of human dialogue behaviour. Artificial intelligent agents, based on the ACT-R cognitive architecture, together with human actors are participating in a (meta)cognitive skills training within a negotiation scenario. The agent  employs instance-based learning to decide about its own actions and to reflect on the behaviour of the opponent. We show that task-related actions can be handled by a cognitive agent who is a plausible dialogue partner.  Separating task-related and dialogue control actions enables the application of sophisticated models along with a flexible architecture  in which  various alternative modelling methods can be combined. We evaluated the proposed approach with users assessing  the relative contribution of various factors to the overall usability of a dialogue system. Subjective perception of effectiveness, efficiency and satisfaction were correlated with various objective performance metrics, e.g. number of (in)appropriate system responses, recovery strategies, and interaction pace. It was observed that the dialogue system usability is determined most by the quality of agreements reached in terms of estimated Pareto optimality, by the user's negotiation strategies selected, and by the quality of system recognition, interpretation and responses. We compared human-human and human-agent performance with respect to the number and quality of agreements reached, estimated cooperativeness level, and frequency of accepted negative outcomes. Evaluation experiments showed promising, consistently positive results throughout the range of the relevant scales

Service robotics: do you know your new companion? Framing an interdisciplinary technology assessment

Service-Robotic—mainly defined as “non-industrial robotics”—is identified as the next economical success story to be expected after robots have been ubiquitously implemented into industrial production lines. Under the heading of service-robotic, we found a widespread area of applications reaching from robotics in agriculture and in the public transportation system to service robots applied in private homes. We propose for our interdisciplinary perspective of technology assessment to take the human user/worker as common focus. In some cases, the user/worker is the effective subject acting by means of and in cooperation with a service robot; in other cases, the user/worker might become a pure object of the respective robotic system, for example, as a patient in a hospital. In this paper, we present a comprehensive interdisciplinary framework, which allows us to scrutinize some of the most relevant applications of service robotics; we propose to combine technical, economical, legal, philosophical/ethical, and psychological perspectives in order to design a thorough and comprehensive expert-based technology assessment. This allows us to understand the potentials as well as the limits and even the threats connected with the ongoing and the planned implementation of service robots into human lifeworld—particularly of those technical systems displaying increasing grades of autonomy

Are you talking to me? Improving the robustness of dialogue systems in a multi party HRI scenario by incorporating gaze direction and lip movement of attendees

Richter V, Carlmeyer B, Lier F, et al. Are you talking to me? Improving the robustness of dialogue systems in a multi party HRI scenario by incorporating gaze direction and lip movement of attendees. In: Proceedings of the Fourth International Conference on Human-agent Interaction. Proceedings of the Fourth International Conference on Human-agent Interaction. Singapore: ACM Digital Library; 2016.In this paper we present our humanoid robot “Meka”, partici- pating in a multi party human robot dialogue scenario. Active arbitration of the robot's attention based-on multi-modal stim- uli is utilised to attain persons which are outside of the robots field of view. We investigate the impact of this attention management and an addressee recognition on the robot's capability to distinguish utterances directed at it from communication between humans. Based on the results of a user study, we show that mutual gaze at the end of an utterance, as a means of yielding a turn, is a substantial cue for addressee recognition. Verification of a speaker through the detection of lip movements can be used to further increase precision. Further- more, we show that even a rather simplistic fusion of gaze and lip movement cues allows a considerable enhancement in addressee estimation, and can be altered to adapt to the requirements of a particular scenario