Chi-Hsun Li

A Conversation Analysis of Non-Progress and Coping Strategies with a Banking Task-Oriented Chatbot

Task-oriented chatbots are becoming popular alternatives for fulfilling users' needs, but few studies have investigated how users cope with conversational 'non-progress' (NP) in their daily lives. Accordingly, we analyzed a three-month conversation log between 1,685 users and a task-oriented banking chatbot. In this d…