{"id":"https://openalex.org/W2977610131","doi":"https://doi.org/10.1145/3338286.3344407","title":"When There is No Progress with a Task-Oriented Chatbot","display_name":"When There is No Progress with a Task-Oriented Chatbot","publication_year":2019,"publication_date":"2019-10-01","ids":{"openalex":"https://openalex.org/W2977610131","doi":"https://doi.org/10.1145/3338286.3344407","mag":"2977610131"},"language":"en","primary_location":{"id":"doi:10.1145/3338286.3344407","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3338286.3344407","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 21st International Conference on Human-Computer Interaction with Mobile Devices and Services","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5033644895","display_name":"Chi-Hsun Li","orcid":null},"institutions":[{"id":"https://openalex.org/I148366613","display_name":"National Yang Ming Chiao Tung University","ror":"https://ror.org/00se2k293","country_code":"TW","type":"education","lineage":["https://openalex.org/I148366613"]}],"countries":["TW"],"is_corresponding":true,"raw_author_name":"Chi-Hsun Li","raw_affiliation_strings":["National Chiao Tung University, Hsinchu, Taiwan"],"affiliations":[{"raw_affiliation_string":"National Chiao Tung University, Hsinchu, Taiwan","institution_ids":["https://openalex.org/I148366613"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100420347","display_name":"Ken Chen","orcid":"https://orcid.org/0000-0003-4013-5279"},"institutions":[{"id":"https://openalex.org/I148366613","display_name":"National Yang Ming Chiao Tung University","ror":"https://ror.org/00se2k293","country_code":"TW","type":"education","lineage":["https://openalex.org/I148366613"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Ken Chen","raw_affiliation_strings":["National Chiao Tung University, Hsinchu, Taiwan"],"affiliations":[{"raw_affiliation_string":"National Chiao Tung University, Hsinchu, Taiwan","institution_ids":["https://openalex.org/I148366613"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5103095421","display_name":"Yung-Ju Chang","orcid":"https://orcid.org/0000-0001-6956-3459"},"institutions":[{"id":"https://openalex.org/I148366613","display_name":"National Yang Ming Chiao Tung University","ror":"https://ror.org/00se2k293","country_code":"TW","type":"education","lineage":["https://openalex.org/I148366613"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Yung-Ju Chang","raw_affiliation_strings":["National Chiao Tung University, Hsinchu, Taiwan"],"affiliations":[{"raw_affiliation_string":"National Chiao Tung University, Hsinchu, Taiwan","institution_ids":["https://openalex.org/I148366613"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5033644895"],"corresponding_institution_ids":["https://openalex.org/I148366613"],"apc_list":null,"apc_paid":null,"fwci":1.1201,"has_fulltext":false,"cited_by_count":17,"citation_normalized_percentile":{"value":0.84034158,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":100},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"6"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10709","display_name":"Social Robot Interaction and HRI","score":0.9977999925613403,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12031","display_name":"Speech and dialogue systems","score":0.9969000220298767,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/chatbot","display_name":"Chatbot","score":0.9897011518478394},{"id":"https://openalex.org/keywords/conversation","display_name":"Conversation","score":0.9264268279075623},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.676324725151062},{"id":"https://openalex.org/keywords/task","display_name":"Task (project management)","score":0.6605845093727112},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.4906412661075592},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.3832246661186218},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.23505008220672607},{"id":"https://openalex.org/keywords/communication","display_name":"Communication","score":0.11665928363800049},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.10133633017539978}],"concepts":[{"id":"https://openalex.org/C2779041454","wikidata":"https://www.wikidata.org/wiki/Q870780","display_name":"Chatbot","level":2,"score":0.9897011518478394},{"id":"https://openalex.org/C2777200299","wikidata":"https://www.wikidata.org/wiki/Q52943","display_name":"Conversation","level":2,"score":0.9264268279075623},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.676324725151062},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.6605845093727112},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.4906412661075592},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.3832246661186218},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.23505008220672607},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.11665928363800049},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.10133633017539978},{"id":"https://openalex.org/C201995342","wikidata":"https://www.wikidata.org/wiki/Q682496","display_name":"Systems engineering","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3338286.3344407","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3338286.3344407","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 21st International Conference on Human-Computer Interaction with Mobile Devices and Services","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[{"id":"https://openalex.org/G4241736848","display_name":null,"funder_award_id":"107-2218-E-009 -053","funder_id":"https://openalex.org/F4320322795","funder_display_name":"Ministry of Science and Technology, Taiwan"}],"funders":[{"id":"https://openalex.org/F4320322795","display_name":"Ministry of Science and Technology, Taiwan","ror":"https://ror.org/02kv4zf79"}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":12,"referenced_works":["https://openalex.org/W1973120253","https://openalex.org/W2164692452","https://openalex.org/W2405187948","https://openalex.org/W2590822507","https://openalex.org/W2600779100","https://openalex.org/W2611847232","https://openalex.org/W2623026510","https://openalex.org/W2795758037","https://openalex.org/W2940884072","https://openalex.org/W2942367614","https://openalex.org/W4244020617","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W4383501580","https://openalex.org/W4214931137","https://openalex.org/W4313813117","https://openalex.org/W4382052417","https://openalex.org/W3192088754","https://openalex.org/W4387007686","https://openalex.org/W3084631705","https://openalex.org/W3176146353","https://openalex.org/W3196817267"],"abstract_inverted_index":{"Task-oriented":[0],"chatbots":[1],"are":[2],"increasingly":[3],"prevalent":[4],"in":[5,103],"our":[6,16],"daily":[7],"life.":[8],"Research":[9],"effort":[10],"has":[11],"been":[12],"devoted":[13],"to":[14,33,99,124,133],"advancing":[15],"understanding":[17],"of":[18,40,49,65,71,78,120],"users'":[19,80],"interaction":[20,42],"with":[21,43,68,82,85,135],"conversational":[22],"agents,":[23],"including":[24],"conversation":[25,58,63,105],"breakdowns.":[26],"However,":[27],"most":[28],"research":[29],"attempts":[30],"were":[31,47],"limited":[32],"obversions":[34],"from":[35],"a":[36,57,61,69,72,101,104],"relatively":[37],"short":[38],"duration":[39],"user":[41],"chatbots,":[44],"where":[45],"users":[46,66,95,131],"aware":[48],"being":[50],"studied.":[51],"In":[52],"this":[53,83,90],"study,":[54],"we":[55,92,116],"conducted":[56],"analysis":[59],"on":[60],"three-month":[62],"log":[64,76],"conversing":[67],"chatbot":[70,84],"banking":[73],"institution.":[74],"The":[75],"consisted":[77],"1,837":[79],"conversations":[81],"19,449":[86],"message":[87],"exchanges.":[88],"From":[89],"analysis,":[91],"show":[93],"that":[94],"more":[96],"often":[97],"failed":[98],"make":[100],"progress":[102],"when":[106,111],"they":[107,112],"requested":[108],"information":[109],"than":[110],"provided":[113],"information.":[114],"Furthermore,":[115],"uncovered":[117],"five":[118,128],"kinds":[119],"intention":[121],"gaps":[122],"unexpected":[123],"the":[125],"chatbot,":[126],"and":[127],"major":[129],"behaviors":[130],"adopted":[132],"cope":[134],"non-progress.":[136]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":5}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
