Designing Conversational Interfaces To Feel Better
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The document discusses the engineering of conversational bots, particularly focusing on how these bots can effectively simulate emotions and enhance user experience by being polite, intuitive, and empowering. It explores various models of emotions, methods of emotion measurement, and principles for creating emotionally intelligent chatbots, emphasizing the importance of user trust and emotional engagement. Key concepts include the significance of reflecting user emotions, encouraging curiosity, and maintaining a positive interaction dynamic.
Designing Conversational Interfaces To Feel Better
- 1. PAUL SAS PSAS@BAYCHI.ORG MOTIVATION ENGINEERS DESIGNING CONVERSATIONAL BOTS TO FEEL BETTER PAUL SAS PSAS@BAYCHI.ORG MOTIVATION ENGINEERS Noisebridge 05.10.02017
- 2. 2 © Motivation Engineers overview Noisebridge 05.10.02017 Emotions- What Are They For? How Are They Measured? Personable Bots are: Polite Intuitive Empowering Engineering Considerations - NoiseBridge Brains Share Their Feelings Polite Flattering On-My-Team Reflect Back My State Cultivate Curiosity Humorous Actionable Trustworthy
- 3. 3 © Motivation Engineers WHEN YOU FEEL IT, YOU (USUALLY) KNOW & SHOW IT Emotions are complex, multi-dimensional, and hugely important Attention compels, focuses, resists intentional override Cognitive awareness, attributions, goals, interpretations Self-awareness of motor expression Personality Type Unconscious perception Motor expression face, body, voice Autonomic hormonal and visceral Memories Cultural Appropriateness WEIRD - Western, Educated, Industrialized, Rich, Democratic Noisebridge 05.10.02017
- 4. 4 Noisebridge 05.10.02017 4 © Motivation Engineers
- 5. 5 © Motivation Engineers CIRCUIT OF EMOTIONS THOUGHTS BEHAVIOR E B T T H O U G H T S What we THINK affects how we act and feel E M OT I O N S How we FEEL affects what we think and do B E H AV I O R What we DO affects how we think and feel Noisebridge 05.10.02017 Interoception The brain’s integration of sensory signals from the body to produce the experience of this body as mine (sense of body-ownership)
- 6. 6 © Motivation Engineers MULTIPLE WAYS TO MODEL Ekman’s 6 Basic Emotions Happy Sad Fear Anger Surprise Disgust Intensity & Valence Noisebridge 05.10.02017
- 7. 7 © Motivation Engineers COGNITIVE APPRAISAL Responsibility Who is to blame? Control Am I the Boss? Cope by seeking slivers of control over outcomes Legitimacy Am I getting what I'm owed? Fair/deserved or unfair Effort How hard do I have to work? Energy demand minimized to dodge an unpleasant emotion Attention Attention attracted over time. Focusing Illusion Pleasantness How good do I feel right now? Pleasing, attractive aspects Obstacle Is anything frustrating my will? Blocking goals interpreted as personal Certainty Confidence about outcome Noisebridge 05.10.02017
- 8. 8 © Motivation Engineers Emotions Are Goal-Oriented EVENT Yes Emotion Goal Relevant? Ego Involvement? Yes Positive Emotion Happiness Pride Love Not Relevant Boosts self-esteem Mutual Affection Negative Emotion Anger, Shame Fear/ Anxiety Sadness Damages self-esteem Threat to self Loss to self No No Emotion Goal Congruent? No Noisebridge 05.10.02017
- 9. We Instinctively Anthropomorphize One of my favorite Twitter feeds Noisebridge 05.10.02017 9 © Motivation Engineers
- 10. 10 Fools for a Good Story Michotte The Perception of Causality http://cogweb.ucla.edu/Discourse/Narrative/michotte-demo.swf Noisebridge 05.10.02017 10 © Motivation Engineers
- 11. Building a better Eliza Building a better Eliza (1966 computer program) ELIZA mimicked a therapist by returning whatever user typed with a question > How does that make you feel? >Tell me more about … 11 Microsoft “Clippy” had much more computational intelligence, but it only directed attention to Clippy Noisebridge 05.10.02017 11 © Motivation Engineers
- 12. Low Fi representations can still deliver the right feel Oculus Rift is leveraging this Instead of high fidelity realism, designers invest in the most powerful cues for sociality Schematic, sketchy, yet in many important ways, a cartoon gets treated like a person Noisebridge 05.10.02017 12 © Motivation Engineers
- 13. Pets are another compelling example of how attachment and relationships do not depend on human-level intelligence Spaniels’ extreme eagerness to please; cats at the other pole Noisebridge 05.10.02017 13 © Motivation Engineers
- 14. 14 © Motivation Engineers Self-reports (Many Different Instruments) Participants rate overall experience Second by second changes might using rating dial Subjective crowdsourced ratings Judges (e.g., MechTurk or Leapforce) identify/rate emotion in content AI / Machine Learning for text Large data sets can be trained to recognize Pupil dilation Changes in pupil size show cognitive demand Facial coding Automatic coding of facial responses Voice Expressive Analyze words used, and voice pitch and volume Heart rate Measure changes in heart beat rate Skin response Measure changes in skin conductivity (sweating) 1 2 3 4 5 6 7 8 METHODS FOR MEASURING EMOTIONS Noisebridge 05.10.02017
- 15. Engineering Emotional Chatbots Emotional Chatting Machine Noisebridge 05.10.02017 https://arxiv.org/pdf/1704.01074.pdf 15 © Motivation Engineers
- 16. Politeness Counts Expectations strongly influence the actual experience Framing at outset defines what a customer should expect Deflect blame from me Missing a goal or overspending risks harsh feedback Focus on productive response, rather than assigning any fault Face-saving workarounds include indirect requests hedges deference expressions of gratitude Apologies Avoid the awkward implication that the user has somehow failed. Never make me feel as if I’m in the wrong (ignorant, limited or less than powerful) Noisebridge 05.10.02017 16 © Motivation Engineers
- 17. Alan Cooper’s 14 Principles of Polite Apps (1999) Polite software: gives instant gratification is taciturn about its personal problems is responsive is interested in me stays focused is well-informed is perceptive is self-confident is fudge-able (handles imprecision) is trustworthy is deferential to me anticipates my needs is forthcoming has common sense Noisebridge 05.10.02017 http://www.testingspot.net/archived/ac0699.pdf 17 © Motivation Engineers
- 18. Intuitive Smart Defaults Smart defaults dramatically increases compliance Default choice lowers cognitive load Where possible, present options which foreground one path as the default Present one option as the automatic path Social norms (most people choose X) can add further motivational force My conversation with a chatbot should never feel confusing Noisebridge 05.10.02017 18 © Motivation Engineers
- 19. Intuitive from the First Moment Noisebridge 05.10.02017 19 © Motivation Engineers
- 20. Empower Me Control is crucial to Me Offering small modifications increases confidence and willingness to rely upon recommendations “Illusion of Control” has measurable impact on value. When a lottery ticket is personally picked out of a hat, people value it far more highly than if it is picked for them. Algorithm aversion: People judge an algorithm’s mistakes much more harshly than the errors of humans. Noisebridge 05.10.02017 20 © Motivation Engineers
- 21. Noisebridge 05.10.02017 21 © Motivation Engineers
- 22. Flatter Me If a chatbot can’t say anything smart, at least say something nice Even praise tagged as automated boilerplate in Cliff Nass’s lab, it still improved the user experience. Even without overt praise: Just take all blame for difficult interactions or mistakes. Noisebridge 05.10.02017 22 © Motivation Engineers
- 23. Flatter Me Noisebridge 05.10.02017 23 © Motivation Engineers
- 24. Can We Really Be Helped by Scripts REBT slogans -> CBT -> DBT Other ways we change our feelings Songs Stories Plays Motivational Posters Noisebridge 05.10.02017 24 © Motivation Engineers
- 25. On-my-team Strengthen my sense of affiliation Increase interdependence by explaining how it’s expressly taking steps motivated by my goals. HMW make Microsoft Clippy less annoying? Clippy volunteered, in alliance with the user, to bring their complaint straight to Microsoft’s programmers. Chatbots must convey how they are in alliance with my goals. Noisebridge 05.10.02017 25 © Motivation Engineers
- 26. On-my-team Noisebridge 05.10.02017 26 © Motivation Engineers
- 27. Reflect Back to Me Alignment between my emotion and the computer’s mood improves the experience Sensitivity should mirror my attentional context A personable bot reflects my current state & how our feelings match. Noisebridge 05.10.02017 27 © Motivation Engineers
- 28. Cultivate curiosity “We are more pained by ignorance than we are pleased by instruction” - Sam Johnson Information, no matter how potentially useful, can not excite interest by itself Pose questions, rather than simply report info, to excite a cognitive appetite Do you want the bot to teach or the user to learn? Noisebridge 05.10.02017 The Wick in the Candle of Learning Epistemic Curiosity Activates Reward Circuitry and Enhances Memory George Loewenstein and co-authors 28 © Motivation Engineers
- 29. Humor Playful, pleasant surprises convey a personal voice. Noisebridge 05.10.02017 29 © Motivation Engineers
- 30. Actionable Tests have proved that combining these 4 components dramatically boosts participation in voting Have a specific plan (location + precise time + steps) Failure should not be attributed to motivation Expectations about others – Everybody’s doing X Identity – You’re the kind of person who does X Accountability – You can expect to be checked-in-on afterwards to discuss the experience Noisebridge 05.10.02017 30 © Motivation Engineers
- 31. Trust Reliably delivering value builds my trust in the chatbot Trust cashes in on all the foregoing Mutual reciprocity means give to get Surface work that’s being done for customer Labor transparency: Being made aware of how an algorithm has expended effort, appreciation, enjoyment, and valuation of the outcome goes up 31 © Motivation Engineers
- 32. 32 © Motivation Engineers Personable Bots BayCHI 05.09.02017 Polite Intuitive Empowering Flattering On-My-Team Reflect Back Curious Humorous Actionable Trustworthy PIE FOR CHAT
- 33. 33 © Motivation Engineers TYPES OF RELATIONSHIPS BayCHI 05.09.02017 E.G. 12 BRAND ARCHETYPES
- 34. Engineering with EARL Noisebridge 05.10.02017 http://emotion-research.net/projects/humaine/earl/proposal 34 © Motivation Engineers
- 35. Engineering with EARL Noisebridge 05.10.02017 http://emotion-research.net/projects/humaine/earl/proposal A category set consisting of 10 emotion classes (plus neutral) as used in the annotation of the AIBO database, described in: Batliner et al. (2004). "You stupid tin box" - Children interacting with the AIBO robot. LREC 2004, pp.171-174. </xsd:documentation> </xsd:annotation> <xsd:restriction base="xsd:NMTOKEN"> <xsd:enumeration value="joyful"/> <xsd:enumeration value="surprised"/> <xsd:enumeration value="neutral"/> <xsd:enumeration value="emphatic"/> <xsd:enumeration value="helpless"/> <xsd:enumeration value="touchy"/> <xsd:enumeration value="angry"/> <xsd:enumeration value="motherese"/> <xsd:enumeration value="bored"/> <xsd:enumeration value="reprimanding"/> <xsd:enumeration value="rest"/> <xsd:attribute name="suddenness" type="xsd:float" use="optional"/> <xsd:attribute name="familiarity" type="xsd:float" use="optional"/> <xsd:attribute name="predictability" type="xsd:float" use="optional"/> <xsd:attribute name="intrinsic_pleasantness" type="xsd:float" use="optional"/> <xsd:attribute name="relevance_self_concerns" type="xsd:float" use="optional"/> <xsd:attribute name="relevance_relationship_concerns" type="xsd:float" use="optional"/> <xsd:attribute name="relevance_social_order_concerns" type="xsd:float" use="optional"/> <xsd:attribute name="goal_outcome_probability" type="xsd:float" use="optional"/> <xsd:attribute name="consonant_with_expectation" type="xsd:float" use="optional"/> <xsd:attribute name="goal_conduciveness" type="xsd:float" use="optional"/> <xsd:attribute name="goal_urgency" type="xsd:float" use="optional"/> <xsd:attribute name="cause_agent_self" type="xsd:float" use="optional"/> <xsd:attribute name="cause_agent_other" type="xsd:float" use="optional"/> <xsd:attribute name="cause_motive_intentional" type="xsd:float" use="optional"/> <xsd:attribute name="event_controllability" type="xsd:float" use="optional"/> 35 © Motivation Engineers
- 36. 36 © Motivation Engineers TL;DR