Clarifying False Memories in Voice-based Search
Johannes Kiesel, Arefeh Bahrami, Benno Stein, Avishek Anand, Matthias Hagen · 2019
Queries containing false memories (i.e., attributes the user misremembered about a searched item) represent a challenge for search systems. A query with a false memory will match inadequate results or even no result, and an automatic query correction is necessary to satisfy the user expectations. For voice-based search interfaces, which aim at a natural, dialog-based search experience, a sensible answer to this kind of unintentionally ill-posed queries is even more crucial. However, the usual solutions in display-based interfaces for queries without matches (e.g., suggesting to drop some query terms) cannot really be transferred to the voice-based setting. Based on the assumption that false memory queries could be identified---a research problem in its own right---, we present the first user study on how voice-based search systems may communicate the respective corrections to a user. Our study compares the user satisfaction in a voice-based search setting for three kinds of false memory clarifications and a baseline case where the system just answers "I don't know.'' Our findings suggest that (1)~users are more satisfied when they receive a clarification that and how the system corrected a false memory, (2)~users even prefer failed correction attempts over no such attempt, and (3)~the tone of the clarification has to be considered for the best possible user satisfaction as well.