Lenny the bot as a resource for sequential analysis: exploring the treatment of Next Turn Repair Initiation in the beginnings of unsolicited calls

Marc Relieu; Merve Sahin; Aurelien Francillon

doi:10.18420/muc2019-ws-645

Lenny the bot as a resource for sequential analysis: exploring the treatment of Next Turn Repair Initiation in the beginnings of unsolicited calls

Marc Relieu
, Merve Sahin
, Aurelien Francillon

Research output: Contribution to journal › Conference article › peer-review

Abstract

Based on conversation analysis, this study examines a corpus of naturally produced telemarketing phone calls with a chatbot called Lenny. Initially designed to trick the authors of unsolicited calls, Lenny has a methodological interest for Conversation Analysis and permits a fine understanding of bot/human professional calls. Because the design of its “turns” never changes, Lenny facilitates the comparisons between sequential phenomena. In this paper, we focus on repair sequences initiated with a specific “trouble with hearing” Next Turn Repair Initiator (NTRI) during beginnings and pre-beginnings. We show how the caller preserves the progressivity of the call while trying to solve the repair issue.

Original language	English
Pages (from-to)	348-349
Number of pages	2
Journal	Lecture Notes in Informatics (LNI), Proceedings - Series of the Gesellschaft fur Informatik (GI)
DOIs	https://doi.org/10.18420/muc2019-ws-645
Publication status	Published - 1 Jan 2019
Event	Proceedings of the Mensch und Computer 2019, MuC 2019 - Workshop on Konstruktion und praktischer Einsatz von User Experience Fragebogen - Proceedings of the Human and Computer 2019, MuC 2019 - Workshop on Construction and Practical Use of User Experience Questionnaires - Hamburg, Germany Duration: 8 Sept 2019 → 11 Sept 2019

Keywords

chatbot
conversation analysis
repair
telemarketing calls
voice

Access to Document

10.18420/muc2019-ws-645

Cite this

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title = "Lenny the bot as a resource for sequential analysis: exploring the treatment of Next Turn Repair Initiation in the beginnings of unsolicited calls",

abstract = "Based on conversation analysis, this study examines a corpus of naturally produced telemarketing phone calls with a chatbot called Lenny. Initially designed to trick the authors of unsolicited calls, Lenny has a methodological interest for Conversation Analysis and permits a fine understanding of bot/human professional calls. Because the design of its “turns” never changes, Lenny facilitates the comparisons between sequential phenomena. In this paper, we focus on repair sequences initiated with a specific “trouble with hearing” Next Turn Repair Initiator (NTRI) during beginnings and pre-beginnings. We show how the caller preserves the progressivity of the call while trying to solve the repair issue.",

keywords = "chatbot, conversation analysis, repair, telemarketing calls, voice",

author = "Marc Relieu and Merve Sahin and Aurelien Francillon",

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year = "2019",

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doi = "10.18420/muc2019-ws-645",

language = "English",

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journal = "Lecture Notes in Informatics (LNI), Proceedings - Series of the Gesellschaft fur Informatik (GI)",

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Lenny the bot as a resource for sequential analysis: exploring the treatment of Next Turn Repair Initiation in the beginnings of unsolicited calls. / Relieu, Marc; Sahin, Merve; Francillon, Aurelien.
In: Lecture Notes in Informatics (LNI), Proceedings - Series of the Gesellschaft fur Informatik (GI), 01.01.2019, p. 348-349.

Research output: Contribution to journal › Conference article › peer-review

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AU - Relieu, Marc

AU - Sahin, Merve

AU - Francillon, Aurelien

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PY - 2019/1/1

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N2 - Based on conversation analysis, this study examines a corpus of naturally produced telemarketing phone calls with a chatbot called Lenny. Initially designed to trick the authors of unsolicited calls, Lenny has a methodological interest for Conversation Analysis and permits a fine understanding of bot/human professional calls. Because the design of its “turns” never changes, Lenny facilitates the comparisons between sequential phenomena. In this paper, we focus on repair sequences initiated with a specific “trouble with hearing” Next Turn Repair Initiator (NTRI) during beginnings and pre-beginnings. We show how the caller preserves the progressivity of the call while trying to solve the repair issue.

AB - Based on conversation analysis, this study examines a corpus of naturally produced telemarketing phone calls with a chatbot called Lenny. Initially designed to trick the authors of unsolicited calls, Lenny has a methodological interest for Conversation Analysis and permits a fine understanding of bot/human professional calls. Because the design of its “turns” never changes, Lenny facilitates the comparisons between sequential phenomena. In this paper, we focus on repair sequences initiated with a specific “trouble with hearing” Next Turn Repair Initiator (NTRI) during beginnings and pre-beginnings. We show how the caller preserves the progressivity of the call while trying to solve the repair issue.

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KW - repair

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KW - voice

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JO - Lecture Notes in Informatics (LNI), Proceedings - Series of the Gesellschaft fur Informatik (GI)

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Y2 - 8 September 2019 through 11 September 2019

ER -

Lenny the bot as a resource for sequential analysis: exploring the treatment of Next Turn Repair Initiation in the beginnings of unsolicited calls

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Keywords

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