Online backchannel synthesis evaluation with the switching Wizard of Oz

In this paper, we evaluate a backchannel synthesis algorithm in an online conversation between a human speaker and a virtual listener. We adopt the Switching Wizard of Oz (SWOZ) approach to assess behavior synthesis algorithms online. A human speaker watches a virtual listener that is either controlled by a human listener or by an algorithm. The source switches at random intervals. Speakers indicate when they feel they are no longer talking to a human listener. Analysis of these responses reveals patterns of inappropriate behavior in terms of quantity and timing of backchannels

Analyzing Nonverbal Listener Responses using Parallel Recordings of Multiple Listeners

In this paper we study nonverbal listener responses on a corpus with multiple parallel recorded listeners. These listeners were meant to believe that they were the sole listener, while in fact there were three persons listening to the same speaker. The speaker could only see one of the listeners. We analyze the impact of the particular setup of the corpus on the behavior and perception of the two types of listeners; the listeners that could be seen by the speaker and the listeners that could not be seen. Furthermore we compare the nonverbal listening behaviors of these three listeners to each other with regard to timing and form. We correlate these behaviors with behaviors of the speaker, like pauses and whether the speaker is looking at the listeners or not

Telehealth Competency Questionnaire-Consumer: Psychometric Validation of a Client-centered Measure

To effectively access telehealth services, individuals must possess certain competencies; yet, telehealth consumer focused measures are limited. The purpose of this study was to describe the development and validation of the Telehealth Competency Questionnaire – Consumer (TCQ-C). Among a sample of adults with chronic health conditions (n=134), findings showed that the TCQ-C is comprised of one factor that accounts for 66.6% of the variance, and internal consistency of subscales are good (range α = 0.80-0.87) and may be used for clinical or research purposes. The TCQ-C demonstrated moderate concurrent validity with the Telehealth Usability Questionnaire-Usability subscale (r = 0.728, p<.001), and significantly discriminates between adults >65 years and those younger as well as those with and without previous telehealth experience. The TCQ-C is a psychometrically sound instrument to evaluate baseline competencies among telehealth consumers so that education, research, and clinical practices are tailored to increase effective engagement between clients and providers

Online behavior evaluation with the switching wizard of Oz

Advances in animation and sensor technology allow us to engage in face-to-face conversations with virtual agents [1]. One major challenge is to generate the virtual agent’s appropriate, human-like behavior contingent with that of the human conversational partner. Models of (nonverbal) behavior are pre-dominantly learned from corpora of dialogs between human subjects [2], or based on simple observations from literature (e.g. [3,4,5,6]

Managing virtual rapport on Tripadvisor: discourse in hotel responses to negative online reviews

Digital technology has immensely transformed communication, and social media facilitates online feedback mechanisms, empowering consumers’ voices via online reviews. This has led to the pervasively growing influence of electronic word of mouth (eWOM) on customers’ purchase intentions, as negative online reviews can be detrimental to business performance. Therefore, digital business engagement on online platforms is essential to ensure customer satisfaction and manage online reputation. Building on Spencer-Oatey’s (2008) Rapport Management Model (RMM), this qualitative study explores the rapport management strategies used by eighteen Malaysian five-, four- and three-star hotels to respond to negative online reviews, from the perspective of the RMM discourse domain. The hotel responses were collected from TripAdvisor, using purposeful sampling and analysed with Computer-Mediated Discourse Analysis. The findings show that the five- and four-star hotels employed higher frequencies of moves in their responses to complaints in negative reviews. Some four- and three-star hotels took a more confrontational approach by using the sub-move ‘denying problems’. In terms of RMM rapport orientation, this sub-move can be rapport-challenging in customer relationships. This study highlights that managing negative reviews more efficiently for service recovery on online platforms is essential to maintain customer relationships and establish a positive online corporate reputation. More generally, the findings provide insights on cultural rapport management strategies used in one Southeast Asian country—Malaysia

Toward a Semi-Automated Scoping Review of Virtual Human Smiles

Smiles are a fundamental facial expression for successful human-agent communication. The growing number of publications in this domain presents an opportunity for future research and design to be informed by a scoping review of the extant literature. This semi-automated review expedites the first steps toward the mapping of Virtual Human (VH) smile research. This paper contributes an overview of the status quo of VH smile research, identifies research streams through cluster analysis, identifies prolific authors in the field, and provides evidence that a full scoping review is needed to synthesize the findings in the expanding domain of VH smile research. To enable collaboration, we provide full access to the refined VH smile dataset, key word and author word clouds, as well as interactive evidence maps.</p

Virtual Reflexes

Virtual Reality is used successfully to treat people for regular phobias. A new challenge is to develop Virtual Reality Exposure Training for social skills. Virtual actors in such systems have to show appropriate social behavior including emotions, gaze, and keeping distance. The behavior must be realistic and real-time. Current approaches consist of four steps: 1) trainee social signal detection, 2) cognitive-affective interpretation, 3) determination of the appropriate bodily responses, and 4) actuation. The "cognitive" detour of such approaches does not match the directness of human bodily reflexes and causes unrealistic responses and delay. Instead, we propose virtual reflexes as concurrent sensory-motor processes to control virtual actors. Here we present a virtual reflexes architecture, explain how emotion and cognitive modulation are embedded, detail its workings, and give an example description of an aggression training application

Backchannel Strategies for Artificial Listeners

We evaluate multimodal rule-based strategies for backchannel (BC) generation in face-to-face conversations. Such strategies can be used by artificial listeners to determine when to produce a BC in dialogs with human speakers. In this research, we consider features from the speaker’s speech and gaze. We used six rule-based strategies to determine the placement of BCs. The BCs were performed by an intelligent virtual agent using nods and vocalizations. In a user perception experiment, participants were shown video fragments of a human speaker together with an artificial listener who produced BC behavior according to one of the strategies. Participants were asked to rate how likely they thought the BC behavior had been performed by a human listener. We found that the number, timing and type of BC had a significant effect on how human-like the BC behavior was perceived