A framework for effective human-to-machine communication for artificial interactive systems
Siang Guan Lee, Peer Mohideen Sathikh · 2013
Most artificial interactive systems are designed by technical experts and not from the point of view of human-to-machine (H2M) communication. This paper discusses how two foremost human-to-human (H2H) communication theories – Speech Act Theory and the Theory of Communicative Action, are employed to propose a framework for the design of interactive artificial systems. The proposed framework embodies five attributes: the user’s intentions and the context of the transaction; employing strong directive language while minimizing indirect speech, and assuring trust. The framework was tested on four interactive machines: a bank ATM, a subway ticketing machine, a registration kiosk & a customer feedback kiosk. The GTM best complied with the attributes of the framework: the ATM the least.