Predicting User Satisfaction with Intelligent Assistants
Julia Kiseleva, Kyle Williams, Ahmed Hassan Awadallah, Aidan C. Crook, Imed Zitouni, Tasos Anastasakos · 2016
There is a rapid growth in the use of voice-controlled intelligent personal assistants on mobile devices, such as Microsoft's Cortana, Google Now, and Apple's Siri. They significantly change the way users interact with search systems, not only because of the voice control use and touch gestures, but also due to the dialogue-style nature of the interactions and their ability to preserve context across different queries. Predicting success and failure of such search dialogues is a new problem, and an important one for evaluating and further improving intelligent assistants. While clicks in web search have been extensively used to infer user satisfaction, their significance in search dialogues is lower due to the partial replacement of clicks with voice control, direct and voice answers, and touch gestures.