Poster session PS5 – Dialog Systems I in the Proceedings of the 10 th International Conference on SPEECH and COMPUTER (SPECOM) 17-19 October, University of Patras, Patras, Greece, 2005, pp 425-428 Text-based Dialogical E-query systems: gimmick or convenience? Huma Shah, Vasos Pavlika Department of Artificial Intelligence and Interactive Multimedia University of Westminster, School of Computer Science, Harrow, Middlesex, UK shahh@westminster.ac.uk, V.L.Pavlika@westminster.ac.uk Abstract This paper presents preliminary evaluation of a text-based dialogical e-query system from the house of Kiwilogic used successfully in e-commerce. The authors argue that without natural language understanding the systems provide convenient communication between human and computer presenting appropriate responses to questions in specialised dialogue situations. 1. Introduction As a discourse model, text-based dialogical systems provide an ideal interface between humans and computers. Used as query systems they are becoming popular in specialised domains in e-commerce, where the dialogue is restricted to one topic. These systems provide 24-hour virtual customer service with their ability to conversationally interact with users. This paper presents an analysis of two systems, lingubots from the house of Kiwilogic [1]. Lingubots are based on the technology of Elbot, an artificial conversational entity, or ACE [2]. Elbot was runner up in Loebner‟s 2003 Contest [3] for most human-like machine; overall winner of 2003 Chatterbox Challenge [4] competing with 88 other ACE, and runner up in the latter 2004 competition against 108 entrants. Taking $2700 in prize winnings (source: “http://www.chatterboxchallenge.com”), Elbot is currently the leading ACE. This paper evaluates practical applications of Elbot in two different e-commerce areas. The first is deployed as „any questions?‟ query system by e-bank Cahoot [5] and the second is the underlying technology for Swedish furniture company IKEA‟S virtual embodied customer service agent Anna [6]. The aim of this study is to show, through a conversation with each, that far from being trivial on-line gimmicks; these systems provide a convenient continuous friendly and courteous interaction presenting appropriate and relevant information to queries. 2. Method The author entered into a series of text-based dialogues with Cahoot‟s query system and with IKEA‟s USA Anna between June 21 and 23, 2005. Two dialogues were recorded, one each with “any questions” and ANNA. Transcripts can be seen in Tables 1 and 2. 2.1. Procedure Two dialogues were transcribed and evaluated for this paper. In each dialogue the purpose was to elicit an appropriate response to a question. Therefore, queries were constrained to the topic of the system, were of a more simplified nature than if put to human customer service agents. For example, no personal question was typed. This method was adopted to give both specialised systems an opportunity to display their technique and not judge them anthropomorphically. That is, no expectation was made that the systems were “bathed in knowledge” with first-hand experience of products or services they were answering questions on, nor that they had the same world and life experience as the author, a common problem in evaluating machines. 2.1.1 Cahoot’s ‘any questions?’ E-bank Cahoot deploys a text-based dialogical query system that instantly replies to questions asked of it in relation to banking. Users select “any questions” from a link on Cahoot‟s Internet page. Its appearance includes an animated w and ball (see Fig 1). A text box provides the facility to enter into a dialogue. The system began with a greeting and explanation of its existence: “Good morning and welcome. I‟m „any questions?‟ here to answer queries about cahoots”, (line 1 Table 1). The author then proceeded with textual questions regarding opening bank accounts and other services and products that terrestrial banks usually provide. See Results (section 2.2) for evaluation of this system‟s responses. 2.1.2 IKEA’s Anna IKEA‟s system provides virtual embodiment of a female customer service agent. The USA version features Anna as a brunette with blue eyes and red lips. Anna‟s virtual dress is analogous to her real counterpart: yellow shirt with blue collar bearing the company‟s named logo (see Fig 2). She blinks her eyes, turns her head slowly, and smiles as she awaits questions and responds. Anna, as with „any questions?‟ opened the dialogue with “Welcome to IKEA. I‟m Anna, IKEA USA‟s Online Assistant. You can ask me about IKEA and our products and our services. How can I help you today?” (line 1 Table 2). 2.2. Results After its greeting, Cahoot‟s „any questions?‟ next utterance presents information relating to terrestrial location of main bases (line 3 Table 1), to the author‟s enquiry “I‟m interested in opening bank account” (line 2 Table 1). This error, in key- phrase matching with the correct canned response, could be the result of an absence of indefinite article „a‟ in between “opening” and “bank” in the author‟s utterance.