designing conversational interfaces to feel better
TRANSCRIPT
PAUL SAS [email protected]
MOTIVATION ENGINEERS
DESIGNING CONVERSATIONAL BOTS TO FEEL BETTER
PAUL SAS [email protected]
MOTIVATION ENGINEERS
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overviewNoisebridge 05.10.02017
Emotions- What Are They For? How Are They Measured?
Personable Bots are: Polite Intuitive Empowering
Engineering Considerations - NoiseBridge Brains Share Their Feelings Polite
Flattering On-My-Team Reflect Back My State
Cultivate Curiosity Humorous Actionable Trustworthy
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WHEN YOU FEEL IT, YOU (USUALLY) KNOW & SHOW IT
Emotionsare complex,
multi-dimensional, and hugely important
Attention
compels, focuses, resists intentional override
Cognitive
awareness, attributions, goals, interpretations
Self-awareness of motor expression
Personality Type
Unconscious perception
Motor expression face, body, voice
Autonomichormonal and visceral
Memories
Cultural Appropriateness
WEIRD - Western, Educated, Industrialized, Rich, Democratic
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CIRCUIT OF EMOTIONS THOUGHTS BEHAVIOR
E B
T
T H O U G H T SWhat we THINK affects
how we act and feel
E M OT I O N SHow we FEEL affects what we think and do
B E H AV I O RWhat we DO affects
how we think and feel
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InteroceptionThe brain’s integration of sensory signals from the body to produce the experience of this body as mine (sense of body-ownership)
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MULTIPLE WAYS TO MODEL
Ekman’s 6 Basic Emotions
Happy Sad Fear
Anger Surprise Disgust
Intensity & Valence
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COGNITIVE APPRAISAL
ResponsibilityWho is to blame?
ControlAm I the Boss?
Cope by seeking slivers of control over outcomes
LegitimacyAm I getting what
I'm owed? Fair/deserved or unfair
Effort How hard do I have to work?
Energy demand minimized to dodge an unpleasant emotion
AttentionAttention attracted
over time. Focusing Illusion
PleasantnessHow good do I feel right now?
Pleasing, attractive aspects
Obstacle Is anything frustrating
my will?Blocking goals
interpreted as personal
CertaintyConfidence
about outcome
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Emotions Are Goal-Oriented
EVENTYes
Emotion
Goal Relevant?
Ego Involvement?
Yes
Positive Emotion
Happiness
Pride
Love
Not Relevant
Boosts self-esteem
Mutual Affection
Negative Emotion
Anger, Shame
Fear/ Anxiety
Sadness
Damages self-esteem
Threat to self
Loss to self
No No Emotion
Goal Congruent? No
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We Instinctively AnthropomorphizeOne of my favorite Twitter feeds
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Fools for a Good Story
Michotte The Perception of Causality http://cogweb.ucla.edu/Discourse/Narrative/michotte-demo.swf
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Building a better Eliza
Building a better Eliza (1966 computer program)
ELIZA mimicked a therapist by returning whatever user typed with a question
> How does that make you feel?
> Tell me more about …
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Microsoft “Clippy” had much more computational intelligence, but it only directed attention to Clippy
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Low Fi representations can still deliver the right feel
Oculus Rift is leveraging this
Instead of high fidelity realism, designers invest in the most powerful cues for sociality
Schematic, sketchy, yet in many important ways, a cartoon gets treated like a person
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Pets are another compelling example of how attachment and relationships do not depend on human-level intelligence
Spaniels’ extreme eagerness to please; cats at the other pole
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Self-reports (Many Different Instruments) Participants rate overall experience Second by second changes might using rating dial
Subjective crowdsourced ratings Judges (e.g., MechTurk or Leapforce) identify/rate emotion in content
AI / Machine Learning for text Large data sets can be trained to recognize
Pupil dilation Changes in pupil size show cognitive demand
Facial coding Automatic coding of facial responses
Voice Expressive Analyze words used, and voice pitch and volume
Heart rate Measure changes in heart beat rate
Skin response Measure changes in skin conductivity (sweating)
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METHODS FOR MEASURING EMOTIONSNoisebridge 05.10.02017
Engineering Emotional Chatbots
Emotional Chatting Machine
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https://arxiv.org/pdf/1704.01074.pdf
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Politeness Counts
Expectations strongly influence the actual experience Framing at outset defines what a customer should expect
Deflect blame from me Missing a goal or overspending risks harsh feedback
Focus on productive response, rather than assigning any fault
Face-saving workarounds include indirect requests hedges deference expressions of gratitude Apologies
Avoid the awkward implication that the user has somehow failed.
Never make me feel as if I’m in the wrong (ignorant, limited or less than powerful)
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Alan Cooper’s 14 Principles of Polite Apps (1999)
Polite software: gives instant gratification is taciturn about its personal problems is responsive is interested in me stays focused is well-informed is perceptive is self-confident is fudge-able (handles imprecision) is trustworthy is deferential to me anticipates my needs is forthcoming has common sense
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http://www.testingspot.net/archived/ac0699.pdf
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Intuitive Smart Defaults
Smart defaults dramatically increases compliance
Default choice lowers cognitive load
Where possible, present options which foreground one path as the default
Present one option as the automatic path Social norms (most people choose X) can add further motivational force
My conversation with a chatbot should never feel confusing
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Intuitive from the First MomentNoisebridge 05.10.02017
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Empower MeControl is crucial to Me
Offering small modifications increases confidence and willingness to rely upon recommendations
“Illusion of Control” has measurable impact on value. When a lottery ticket is personally picked out of a hat, people value it far more highly than if it is picked for them.
Algorithm aversion: People judge an algorithm’s mistakes much more harshly than the errors of humans.
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Flatter MeIf a chatbot can’t say anything smart, at least say something nice
Even praise tagged as automated boilerplate in Cliff Nass’s lab, it still improved the user experience.
Even without overt praise: Just take all blame for difficult interactions or mistakes.
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Flatter MeNoisebridge 05.10.02017
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Can We Really Be Helped by ScriptsREBT slogans -> CBT -> DBT
Other ways we change our feelings
Songs Stories Plays Motivational Posters
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On-my-team
Strengthen my sense of affiliation Increase interdependence by explaining how it’s expressly taking steps motivated by my goals.
HMW make Microsoft Clippy less annoying? Clippy volunteered, in alliance with the user, to bring their complaint straight to Microsoft’s programmers.
Chatbots must convey how they are in alliance with my goals.
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On-my-teamNoisebridge 05.10.02017
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Reflect Back to Me
Alignment between my emotion and the computer’s mood improves the experience
Sensitivity should mirror my attentional context
A personable bot reflects my current state & how our feelings match.
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Cultivate curiosity
“We are more pained by ignorance than we are pleased by instruction” - Sam Johnson
Information, no matter how potentially useful, can not excite interest by itself
Pose questions, rather than simply report
info, to excite a cognitive appetite
Do you want the bot to teach or the user to learn?
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The Wick in the Candle of Learning Epistemic Curiosity Activates Reward Circuitry and Enhances Memory George Loewenstein and co-authors
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HumorPlayful, pleasant surprises convey a personal voice.
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Actionable
Tests have proved that combining these 4 components dramatically boosts participation in voting
Have a specific plan (location + precise time + steps) Failure should not be attributed to motivation
Expectations about others – Everybody’s doing X
Identity – You’re the kind of person who does X
Accountability – You can expect to be checked-in-on afterwards to discuss the experience
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TrustReliably delivering value builds my trust in the chatbot
Trust cashes in on all the foregoing
Mutual reciprocity means give to get
Surface work that’s being done for customer Labor transparency: Being made aware of how an algorithm has expended effort, appreciation, enjoyment, and valuation of the outcome goes up
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Personable BotsBayCHI 05.09.02017
Polite
Intuitive
Empowering Flattering
On-My-Team
Reflect Back
Curious
Humorous
Actionable
Trustworthy
PIE FOR CHAT
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TYPES OF RELATIONSHIPSBayCHI 05.09.02017
E.G. 12 BRAND ARCHETYPES
Engineering with EARLNoisebridge 05.10.02017
http://emotion-research.net/projects/humaine/earl/proposal
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Engineering with EARLNoisebridge 05.10.02017
http://emotion-research.net/projects/humaine/earl/proposal
A category set consisting of 10 emotion classes (plus neutral) as used in the annotation of the AIBO database, described in: Batliner et al. (2004). "You stupid tin box" - Children interacting with the AIBO robot. LREC 2004, pp.171-174. </xsd:documentation> </xsd:annotation> <xsd:restriction base="xsd:NMTOKEN"> <xsd:enumeration value="joyful"/> <xsd:enumeration value="surprised"/> <xsd:enumeration value="neutral"/> <xsd:enumeration value="emphatic"/> <xsd:enumeration value="helpless"/> <xsd:enumeration value="touchy"/> <xsd:enumeration value="angry"/> <xsd:enumeration value="motherese"/> <xsd:enumeration value="bored"/> <xsd:enumeration value="reprimanding"/> <xsd:enumeration value="rest"/>
<xsd:attribute name="suddenness" type="xsd:float" use="optional"/> <xsd:attribute name="familiarity" type="xsd:float" use="optional"/> <xsd:attribute name="predictability" type="xsd:float" use="optional"/> <xsd:attribute name="intrinsic_pleasantness" type="xsd:float" use="optional"/> <xsd:attribute name="relevance_self_concerns" type="xsd:float" use="optional"/> <xsd:attribute name="relevance_relationship_concerns" type="xsd:float" use="optional"/> <xsd:attribute name="relevance_social_order_concerns" type="xsd:float" use="optional"/> <xsd:attribute name="goal_outcome_probability" type="xsd:float" use="optional"/> <xsd:attribute name="consonant_with_expectation" type="xsd:float" use="optional"/> <xsd:attribute name="goal_conduciveness" type="xsd:float" use="optional"/> <xsd:attribute name="goal_urgency" type="xsd:float" use="optional"/> <xsd:attribute name="cause_agent_self" type="xsd:float" use="optional"/> <xsd:attribute name="cause_agent_other" type="xsd:float" use="optional"/> <xsd:attribute name="cause_motive_intentional" type="xsd:float" use="optional"/> <xsd:attribute name="event_controllability" type="xsd:float" use="optional"/> <xsd:attribute name="agent_power" type="xsd:float" use="optional"/>
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TL;DR