Chatbot Research and Design: 6th International Workshop, CONVERSATIONS 2022, Amsterdam, The Netherlands, November 22–23, 2022, Revised Selected Papers

Preface
Organization
Contents
Chatbot Users and User Experience
Hi, I’m Cecil(y) the Smoking Cessation Chatbot: The Effectiveness of Motivational Interviewing and Confrontational Counseling Chatbots and the Moderating Role of the Need for Autonomy and Self-efficacy
	1 Introduction
	2 Conceptual Framework
		2.1 Communication Styles for Smoking Cessation Chatbots
		2.2 Moderating Role of Need for Autonomy
		2.3 The Moderating Role of Perceived Self-efficacy
	3 Methods
		3.1 Participants
		3.2 Experimental Design and Procedure
		3.3 Operationalization
		3.4 Measurements
		3.5 Statistical Analysis
	4 Results
		4.1 Main Analysis
		4.2 Secondary Analysis
	5 Discussion
		5.1 Main Findings
		5.2 Limitations and Suggestions for Future Research
	6 Conclusion
	References
Interacting with the News Through Voice User Interfaces
	1 Introduction
	2 Background
		2.1 Voice User Interface
		2.2 Conversational Interactions with the News
	3 Methods
		3.1 Field Trial
		3.2 Interviews
		3.3 Analysis
	4 Results
		4.1 Overview
		4.2 Initiating News Interactions
		4.3 Navigating Between News Sources
		4.4 Navigating Within a News Source
		4.5 Accessing Specific Genres of News
		4.6 Seeking Additional Information and Reports
		4.7 Requesting Explanations Related to Elements in the News
	5 Discussion
		5.1 Interactional Guidance in News Contexts
		5.2 Navigation Between and Within News Sources
		5.3 In-Depth Exploration of the News Through VUIs
	6 Conclusion
	References
Voice Your Opinion! Young Voters’ Usage and Perceptions of a Text-Based, Voice-Based and Text-Voice Combined Conversational Agent Voting Advice Application (CAVAA)
	1 Introduction
		1.1 Modality
	2 Method
		2.1 Design
		2.2 Participants
		2.3 Materials
		2.4 Usage Measures
		2.5 Evaluation Measures and Political Measures
		2.6 Procedure
	3 Results
		3.1 Usage Measures
		3.2 Evaluation Measures and Political Measures
	4 Discussion
	5 Conclusion
	References
Value Creation in Gamified Chatbot Interactions and Its Impact on Brand Engagement
	1 Introduction
	2 Theoretical Framework and Hypotheses Development
		2.1 Chatbots and Gamification
		2.2 Consumer Engagement
		2.3 Utilitarian and Hedonic Values
	3 Research Method
		3.1 Study Design
		3.2 Main Study: Measurement Development and Sample
	4 Results
		4.1 Demographic Information
		4.2 PLS Analysis and Measurement Model
		4.3 Structural Model
	5 Discussions, Implications and Future Studies
	References
Chatbots as Part of Digital Government Service Provision – A User Perspective
	1 Introduction
	2 Background
		2.1 Digital Government
		2.2 Chatbots as Part of Digital Government
		2.3 User Perceptions of Chatbots and Usage Motivation
		2.4 Technology Acceptance as Perspective to Understand Intention to Use
	3 Research Question
	4 Method
		4.1 Participants and Recruitment
		4.2 The Municipality Chatbot – Kommune-Kari
		4.3 Interview Process
		4.4 Analysis
	5 Results
		5.1 The Participants’ Chatbot Experience and Intention to Use
		5.2 Performance Expectancy
		5.3 Effort Expectancy
		5.4 Trust
		5.5 Hedonic Motivation
		5.6 Habit
		5.7 Social Influence and Facilitating Conditions
	6 Discussion
		6.1 Citizen Perceptions of Government Chatbots and Implications for Intention to Use
		6.2 Implications
		6.3 Limitations and Future Research
	References
Understanding the Intention to Use Mental Health Chatbots Among LGBTQIA+ Individuals: Testing and Extending the UTAUT
	1 Introduction
	2 Theoretical Background
		2.1 The UTAUT
		2.2 Extending the Model: Willingness to Self-disclose, Perceived Loss of Privacy, Trust and Gender Identity
	3 Method
		3.1 Sampling
		3.2 Pretest
		3.3 Procedure
		3.4 Measurements
		3.5 Analysis
	4 Results
		4.1 Sample Characteristics
		4.2 Model Fit and Hypothesis Testing
	5 Discussion
		5.1 Limitations and Future Research
	Appendix 1
	Appendix 2
	Appendix 3
	Appendix 4
	Appendix 5
	References
Chatbot Design and Applications
Enhancing Conversational Troubleshooting with Multi-modality: Design and Implementation
	1 Introduction
	2 Related Work
		2.1 Dialogue Management in Conversational Agents
		2.2 Conversational Troubleshooting
	3 Preliminary Analysis
		3.1 Design Principles
		3.2 Usage Scenario
		3.3 Problem Formalisation
	4 System\'s Overview
		4.1 Configuration
		4.2 Architecture
		4.3 Runtime Behaviour
		4.4 Deployment
	5 Conclusion
	References
A Framework and Content Analysis of Social Cues in the Introductions of Customer Service Chatbots
	1 Introduction
	2 Theoretical Framework
		2.1 Managing Customers’ Expectations of Customer Service Chatbots with Chatbot Introductions
		2.2 Social Cues in Chatbot Introductions
	3 Method
		3.1 Sample of Chatbot Introductions
		3.2 Codebook
		3.3 Coding Procedure
		3.4 Data Analysis
	4 Results
		4.1 Reliability of Social Cues in Chatbot Introduction
		4.2 Usage of Social Cues in Chatbot Introductions
		4.3 Qualitative Analysis of Social Cues in Chatbot Introductions
	5 Conclusion and Discussion
	References
An Affective Multi-modal Conversational Agent for Non Intrusive Data Collection from Patients with Brain Diseases
	1 Introduction
	2 Related Work
		2.1 Conversational Agents for Health
		2.2 Sentiment Analysis from Text and Video
	3 Zenon Conversational Agent
		3.1 Conversation Manager
		3.2 Sentiment Analysis on User Generated Text
		3.3 Sentiment Analysis on Facial Expressions
		3.4 Sentiment Aggregation
		3.5 The Semantic Knowledge Graph (SemKG)
		3.6 User Interface - The Android Application
	4 Evaluation, Feedback, and Lessons Learned
	5 Conclusions and Next Steps
	References
Interactive Journaling with AI: Probing into Words and Language as Interaction Design Materials
	1 Introduction
	2 Background
		2.1 Journaling and Reflection
		2.2 Human-AI Interaction
		2.3 Conversation as Interaction Modality
	3 Methodology
	4 Designing Conversational Interactions
		4.1 Prototyping CA’S Personality and Conversations
		4.2 Testing Journaling Experiences with CA
	5 Results
		5.1 Interactive and Reflective Journaling with AI
		5.2 Conversational and Collaborative Journaling with AI
	6 Limitations
	7 Concluding Discussions
	Appendix
		Appendix A. Examples of CA’S Key Behaviors and Prompts
		Appendix B. The Interaction Design Wheel(s) of Fortune
		Appendix C: Combinations of Elements of Interaction
	References
Increasing the Coverage of Clarification Responses for a Cooking Assistant
	1 Introduction
	2 Related Work
		2.1 Modelling Knowledge for Conversational Agents
		2.2 Distinguishing Between Different Knowledge Sources
	3 Increasing the Coverage of Clarification Responses
		3.1 Commonsense Question Answering
		3.2 Task-Specific Question Answering
		3.3 Combining Question-Answering Methods
	4 Analyzing the Quality of Clarification Responses in Real-world Cooking Assistant Conversations
		4.1 Conversational Agent Architecture
		4.2 Selecting Clarification Responses
		4.3 Experiment Design and Data Analysis
		4.4 Results
	5 Discussion
	6 Conclusion
	A General Question-Answering: Question Types
	B Recipe-Specific Question-Answering: Intent Types
	C Recipe Annotation Guidelines: Ground Truth
	References
Designing Context-Aware Chatbots for Product Configuration
	1 Introduction
	2 Theoretical Background and Related Work
		2.1 Product Configurators
		2.2 Conversational Interfaces for Complexity Reduction
		2.3 Context-Awareness in Chatbots
	3 Research Approach
	4 Designing Context-Aware Chatbots for Product Configuration
		4.1 Awareness of the Problem
		4.2 Suggestion
		4.3 Development
	5 Evaluation
		5.1 Experimental Design
		5.2 Measurement Instruments
		5.3 Evaluation Results
	6 Discussion
		6.1 Contribution
		6.2 Limitations and Future Works
	7 Conclusion
	Appendix
		Questions Asked in the Semi-structured Interviews
		Final Evaluation
	References
Author Index