{"id":"https://openalex.org/W4390094929","doi":"https://doi.org/10.1145/3570945.3607332","title":"Predicting Interaction Quality Aspects Using Level-Based Scores for Conversational Agents","display_name":"Predicting Interaction Quality Aspects Using Level-Based Scores for Conversational Agents","publication_year":2023,"publication_date":"2023-09-19","ids":{"openalex":"https://openalex.org/W4390094929","doi":"https://doi.org/10.1145/3570945.3607332"},"language":"en","primary_location":{"id":"doi:10.1145/3570945.3607332","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3570945.3607332","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3570945.3607332","source":null,"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 23rd ACM International Conference on Intelligent Virtual Agents","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://dl.acm.org/doi/pdf/10.1145/3570945.3607332","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5093403593","display_name":"Merle M. Reimann","orcid":"https://orcid.org/0000-0003-3076-5402"},"institutions":[{"id":"https://openalex.org/I865915315","display_name":"Vrije Universiteit Amsterdam","ror":"https://ror.org/008xxew50","country_code":"NL","type":"education","lineage":["https://openalex.org/I865915315"]}],"countries":["NL"],"is_corresponding":true,"raw_author_name":"Merle M. Reimann","raw_affiliation_strings":["Vrije Universiteit Amsterdam, Amsterdam, North Holland, Netherlands"],"affiliations":[{"raw_affiliation_string":"Vrije Universiteit Amsterdam, Amsterdam, North Holland, Netherlands","institution_ids":["https://openalex.org/I865915315"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5013731783","display_name":"Catharine Oertel","orcid":"https://orcid.org/0000-0002-8273-0132"},"institutions":[{"id":"https://openalex.org/I98358874","display_name":"Delft University of Technology","ror":"https://ror.org/02e2c7k09","country_code":"NL","type":"education","lineage":["https://openalex.org/I98358874"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Catharine Oertel","raw_affiliation_strings":["Delft University of Technology Delft, South Holland, Netherlands"],"affiliations":[{"raw_affiliation_string":"Delft University of Technology Delft, South Holland, Netherlands","institution_ids":["https://openalex.org/I98358874"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063456893","display_name":"Florian Kunneman","orcid":"https://orcid.org/0000-0002-1932-3200"},"institutions":[{"id":"https://openalex.org/I865915315","display_name":"Vrije Universiteit Amsterdam","ror":"https://ror.org/008xxew50","country_code":"NL","type":"education","lineage":["https://openalex.org/I865915315"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Florian A. Kunneman","raw_affiliation_strings":["Vrije Universiteit Amsterdam, Amsterdam, North Holland, Netherlands"],"affiliations":[{"raw_affiliation_string":"Vrije Universiteit Amsterdam, Amsterdam, North Holland, Netherlands","institution_ids":["https://openalex.org/I865915315"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5071518251","display_name":"Koen V. Hindriks","orcid":"https://orcid.org/0000-0002-5707-5236"},"institutions":[{"id":"https://openalex.org/I865915315","display_name":"Vrije Universiteit Amsterdam","ror":"https://ror.org/008xxew50","country_code":"NL","type":"education","lineage":["https://openalex.org/I865915315"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Koen V. Hindriks","raw_affiliation_strings":["Vrije Universiteit Amsterdam, Amsterdam, North Holland, Netherlands"],"affiliations":[{"raw_affiliation_string":"Vrije Universiteit Amsterdam, Amsterdam, North Holland, Netherlands","institution_ids":["https://openalex.org/I865915315"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5093403593"],"corresponding_institution_ids":["https://openalex.org/I865915315"],"apc_list":null,"apc_paid":null,"fwci":0.5315,"has_fulltext":true,"cited_by_count":3,"citation_normalized_percentile":{"value":0.73548503,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":95,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"8"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12031","display_name":"Speech and dialogue systems","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/T12031","display_name":"Speech and dialogue systems","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/T12128","display_name":"AI in Service Interactions","score":0.9994000196456909,"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/T10028","display_name":"Topic Modeling","score":0.9987999796867371,"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/computer-science","display_name":"Computer science","score":0.8024829626083374},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.7445707321166992},{"id":"https://openalex.org/keywords/conversation","display_name":"Conversation","score":0.7313681840896606},{"id":"https://openalex.org/keywords/utterance","display_name":"Utterance","score":0.7223149538040161},{"id":"https://openalex.org/keywords/usability","display_name":"Usability","score":0.6910041570663452},{"id":"https://openalex.org/keywords/task","display_name":"Task (project management)","score":0.6568500399589539},{"id":"https://openalex.org/keywords/crowdsourcing","display_name":"Crowdsourcing","score":0.6388301849365234},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.5262531638145447},{"id":"https://openalex.org/keywords/dialog-system","display_name":"Dialog system","score":0.5057992935180664},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.4892675578594208},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.4278014898300171},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.4209596514701843},{"id":"https://openalex.org/keywords/natural-language-processing","display_name":"Natural language processing","score":0.3833405375480652},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.1391870379447937},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.11412149667739868}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.8024829626083374},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.7445707321166992},{"id":"https://openalex.org/C2777200299","wikidata":"https://www.wikidata.org/wiki/Q52943","display_name":"Conversation","level":2,"score":0.7313681840896606},{"id":"https://openalex.org/C2775852435","wikidata":"https://www.wikidata.org/wiki/Q258403","display_name":"Utterance","level":2,"score":0.7223149538040161},{"id":"https://openalex.org/C170130773","wikidata":"https://www.wikidata.org/wiki/Q216378","display_name":"Usability","level":2,"score":0.6910041570663452},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.6568500399589539},{"id":"https://openalex.org/C62230096","wikidata":"https://www.wikidata.org/wiki/Q275969","display_name":"Crowdsourcing","level":2,"score":0.6388301849365234},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.5262531638145447},{"id":"https://openalex.org/C190954187","wikidata":"https://www.wikidata.org/wiki/Q5270587","display_name":"Dialog system","level":3,"score":0.5057992935180664},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4892675578594208},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.4278014898300171},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.4209596514701843},{"id":"https://openalex.org/C204321447","wikidata":"https://www.wikidata.org/wiki/Q30642","display_name":"Natural language processing","level":1,"score":0.3833405375480652},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.1391870379447937},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.11412149667739868},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0},{"id":"https://openalex.org/C173853756","wikidata":"https://www.wikidata.org/wiki/Q86915","display_name":"Dialog box","level":2,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1145/3570945.3607332","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3570945.3607332","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3570945.3607332","source":null,"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 23rd ACM International Conference on Intelligent Virtual Agents","raw_type":"proceedings-article"},{"id":"pmh:oai:research.vu.nl:openaire_cris_publications/b9922702-fe44-46b8-bf14-7edf94cf6a45","is_oa":true,"landing_page_url":"https://research.vu.nl/en/publications/b9922702-fe44-46b8-bf14-7edf94cf6a45","pdf_url":null,"source":{"id":"https://openalex.org/S4306401107","display_name":"VU Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I865915315","host_organization_name":"Vrije Universiteit Amsterdam","host_organization_lineage":["https://openalex.org/I865915315"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Reimann, M M, Oertel, C, Kunneman, F A & Hindriks, K V 2023, Predicting Interaction Quality Aspects Using Level-Based Scores for Conversational Agents. in IVA '23 : Proceedings of the 23rd ACM International Conference on Intelligent Virtual Agents., 19, Association for Computing Machinery, Inc, pp. 1-8, 23rd ACM International Conference on Intelligent Virtual Agents, IVA 2023, Wurzburg, Germany, 19/09/23. https://doi.org/10.1145/3570945.3607332","raw_type":"info:eu-repo/semantics/publishedVersion"},{"id":"pmh:oai:research.vu.nl:openaire/b9922702-fe44-46b8-bf14-7edf94cf6a45","is_oa":true,"landing_page_url":"https://hdl.handle.net/1871.1/b9922702-fe44-46b8-bf14-7edf94cf6a45","pdf_url":null,"source":{"id":"https://openalex.org/S4306401107","display_name":"VU Research Portal","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I865915315","host_organization_name":"Vrije Universiteit Amsterdam","host_organization_lineage":["https://openalex.org/I865915315"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Reimann, M M, Oertel, C, Kunneman, F A & Hindriks, K V 2023, Predicting Interaction Quality Aspects Using Level-Based Scores for Conversational Agents. in IVA '23 : Proceedings of the 23rd ACM International Conference on Intelligent Virtual Agents., 19, Association for Computing Machinery, Inc, pp. 1-8, 23rd ACM International Conference on Intelligent Virtual Agents, IVA 2023, Wurzburg, Germany, 19/09/23. https://doi.org/10.1145/3570945.3607332","raw_type":"info:eu-repo/semantics/publishedVersion"}],"best_oa_location":{"id":"doi:10.1145/3570945.3607332","is_oa":true,"landing_page_url":"https://doi.org/10.1145/3570945.3607332","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/3570945.3607332","source":null,"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 23rd ACM International Conference on Intelligent Virtual Agents","raw_type":"proceedings-article"},"sustainable_development_goals":[{"display_name":"Quality Education","id":"https://metadata.un.org/sdg/4","score":0.6600000262260437}],"awards":[{"id":"https://openalex.org/G5550786340","display_name":null,"funder_award_id":"024.004.022","funder_id":"https://openalex.org/F4320321800","funder_display_name":"Nederlandse Organisatie voor Wetenschappelijk Onderzoek"}],"funders":[{"id":"https://openalex.org/F4320321800","display_name":"Nederlandse Organisatie voor Wetenschappelijk Onderzoek","ror":"https://ror.org/04jsz6e67"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4390094929.pdf","grobid_xml":"https://content.openalex.org/works/W4390094929.grobid-xml"},"referenced_works_count":18,"referenced_works":["https://openalex.org/W2034384404","https://openalex.org/W2068406960","https://openalex.org/W2119015791","https://openalex.org/W2151814822","https://openalex.org/W2606636926","https://openalex.org/W2901591336","https://openalex.org/W2944069152","https://openalex.org/W3016524005","https://openalex.org/W3036394672","https://openalex.org/W3044483028","https://openalex.org/W3104405162","https://openalex.org/W3140514123","https://openalex.org/W3166797128","https://openalex.org/W4285188834","https://openalex.org/W4290742115","https://openalex.org/W4296621290","https://openalex.org/W4297813086","https://openalex.org/W4312368910"],"related_works":["https://openalex.org/W3133700904","https://openalex.org/W2097043665","https://openalex.org/W2013809956","https://openalex.org/W2170602802","https://openalex.org/W2735261016","https://openalex.org/W2063157598","https://openalex.org/W2107559347","https://openalex.org/W3156017614","https://openalex.org/W1603494169","https://openalex.org/W2959193832"],"abstract_inverted_index":{"In":[0,87,164],"order":[1,165],"to":[2,9,50,62,79,82,99,106,151,160,166,194,197],"improve":[3],"human-agent":[4],"interaction,":[5],"it":[6,59,173],"is":[7,54,60],"essential":[8],"have":[10],"good":[11],"measures":[12],"of":[13,41,67,75,102,125,177],"interaction":[14,18,35,85,103,154,203],"quality.":[15,86],"We":[16,187],"define":[17],"quality":[19,30,104,155,204],"based":[20],"on":[21,134,148],"multiple":[22,178],"aspects,":[23,205],"including":[24],"usability,":[25],"likability":[26],"and":[27,34,39,105,130,141,201],"perceived":[28],"conversation":[29],"as":[31,44,70,206,208],"subjective":[32,202],"measures,":[33],"length,":[36],"completion":[37],"rate":[38],"frequency":[40],"unrecognized":[42],"utterances":[43],"objective":[45,200],"measures.":[46],"Determining":[47],"necessary":[48,216],"improvements":[49,159],"a":[51,55,71,92,118,132,183],"conversational":[52,97,162],"agent":[53,69,77],"non-trivial":[56],"task,":[57],"because":[58],"difficult":[61],"infer":[63],"from":[64],"an":[65,108],"evaluation":[66],"the":[68,76,84,126,137,145,153,161,175,189],"whole,":[72],"which":[73],"aspects":[74,101],"need":[78],"be":[80],"improved":[81],"raise":[83],"this":[88],"paper,":[89],"we":[90,171],"propose":[91],"scoring":[93,113,169],"system":[94,114],"for":[95,211],"task-oriented":[96],"agents":[98],"predict":[100,152,198],"guide":[107],"iterative":[109],"improvement":[110],"process.":[111],"Our":[112],"does":[115],"not":[116],"provide":[117],"single":[119],"score,":[120],"but":[121],"leverages":[122],"structural":[123],"features":[124],"dialogue":[127,139],"management":[128],"approach":[129],"assigns":[131],"score":[133],"three":[135],"levels:":[136],"utterance,":[138],"move,":[140],"genre":[142],"level.":[143],"Using":[144],"agent's":[146],"scores":[147,191],"separate":[149],"levels":[150],"allows":[156],"making":[157,212],"targeted":[158],"agent.":[163,186],"evaluate":[167,188],"our":[168],"system,":[170],"apply":[172],"over":[174],"course":[176],"crowdsourcing":[179],"pilot":[180],"studies,":[181],"using":[182],"recipe":[184],"recommendation":[185],"obtained":[190],"in":[192],"regard":[193],"their":[195,209],"ability":[196],"selected":[199],"well":[207],"suitability":[210],"informed":[213],"decisions":[214],"about":[215],"improvements.":[217]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2}],"updated_date":"2026-03-12T08:34:05.389933","created_date":"2025-10-10T00:00:00"}