A user model to predict user satisfaction with spoken dialog systems

Authors:
Klaus-Peter Engelbrecht;Sebastian Möller
Affiliations:
Quality and Usability Lab, Deutsche Telekom Laboratories, TU Berlin, Berlin, Germany;Quality and Usability Lab, Deutsche Telekom Laboratories, TU Berlin, Berlin, Germany
Venue:
IWSDS'10 Proceedings of the Second international conference on Spoken dialogue systems for ambient environments
Year:
2010

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Abstract

In order to predict interactions of users with spoken dialog systems and their ratings of the interaction, we propose to model basic needs of the user which impacting her emotional state. In defining the model we follow the PSI theory by Dörner [1] and identify Competence and Certainty as relevant needs in this context. By analysis of questionnaires we show that such needs impact the users overall opinion of the system. Furthermore, relations to interaction parameters are analyzed.