spoken dialogue systems

K.Jokinen: User Expertise and Interaction Modelling for Spoken Dialogue Systems

31/5/2005

University of Sheffield Computer Science Seminar 1

User Expertise and Interaction User Expertise and Interaction

ModellingModelling for for

Spoken Dialogue SystemsSpoken Dialogue Systems

Kristiina JokinenKristiina Jokinen

UniversityUniversity of Helsinki of Helsinki

ClareClare Hall Hall VisitingVisiting FellowFellow

UniversityUniversity of Cambridgeof Cambridge

31/05/200531/05/2005 K.Jokinen: User Expertise and Interaction ModellingK.Jokinen: User Expertise and Interaction Modelling 22

InteractiveInteractive systemssystems

�� Computer as a Computer as a tooltool�� ((speechspeech) ) commandscommands

�� clearclear, , transparenttransparent interfaceinterface

�� technologytechnology existsexists

�� Computer as an Computer as an agentagent�� spokenspoken dialoguesdialogues

�� ambientambient naturenature of of applicationsapplications

�� researchresearch on on cooperationcooperation, , adaptationadaptation””communicativecommunicative competencecompetence””


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ConstructiveConstructive DialogueDialogue ModellingModelling

�� CDM is a CDM is a dialoguedialogue management management modelmodel wherewhere�� SpeakersSpeakers areare rationalrational agentsagents, , engagedengaged in in cooperativecooperative activityactivity::

�� In In orderorder to to achieveachieve an an underlyingunderlying goalgoal

�� TheyThey buildbuild a a sharedshared contextcontext

�� By By wayway of of exchangingexchanging new new informationinformation on a on a particularparticular topictopic

�� FollowingFollowing variousvarious communicativecommunicative obligationsobligations

�� Dialogue is modeled as a series of dialogue states and Dialogue is modeled as a series of dialogue states and each move provides new information to the hearer each move provides new information to the hearer about the topic in the contextabout the topic in the context

�� ImplementationImplementation usingusing agentagent--basedbased JaspisJaspis--architecturearchitecture


Constructive Dialogue Constructive Dialogue ManagementManagement

�� Jaspis Jaspis architecturearchitecture::�� ManagersManagers: : highhigh levellevel buildingbuilding

blocksblocks

�� EvaluatorsEvaluators: : usedused to to selectselect the the bestbest agentsagents

�� AgentsAgents: : actionsactions of the of the managermanager

�� SharedShared InformationInformation StorageStorage

�� Dialogue state Dialogue state

DS = < Speaker, DS = < Speaker, DactDact, ,

Topic, Topic, NewInfoNewInfo, ,

TaskGoalTaskGoal, Commit >, Commit >

Dialogue Model

Dialogue Agents DialogueEvaluators

Evaluate

Dialogue ManagerSelect Use

Coordinate


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TechnicalTechnical aspectsaspects

�� UpdateUpdate rulesrules for the for the sharedshared KBKB

�� InformationInformation statestate approachapproach

�� DialogueDialogue gamesgames

�� DistributedDistributed dialoguedialogue managementmanagement

�� InformationInformation structurestructure

�� TopicTopic and and NewInfoNewInfo

�� AdaptationAdaptation

�� UserUser modellingmodelling


The DUMAS The DUMAS projectproject

�� DDynamic ynamic UUniversal niversal MMobility for obility for AAdaptive daptive SSpeech Interfacespeech Interfaces�� European 5th Framework ISTEuropean 5th Framework IST--projectproject

�� Partners:Partners:

�� SICSSICS ABAB (Stockholm, Sweden)(Stockholm, Sweden)

�� University of Art and Design HelsinkiUniversity of Art and Design Helsinki (Finland)(Finland)

�� University of University of TampereTampere (Finland)(Finland)

�� UMISTUMIST (Manchester, UK)(Manchester, UK)

�� KTHKTH, Royal Inst. of Tech. (Stockholm, Sweden), Royal Inst. of Tech. (Stockholm, Sweden)

�� ConnexorConnexor OyOy (Helsinki, Finland)(Helsinki, Finland)

�� ETeXETeX AGAG (Frankfurt, Germany)(Frankfurt, Germany)

�� TimeHouseTimeHouse OyOy (Helsinki, Finland)(Helsinki, Finland)

�� DUMAS DUMAS webpagewebpage: : http://http://www.sics.sewww.sics.se//dumasdumas//


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DUMAS DUMAS GoalsGoals

�� Develop a speechDevelop a speech--based interaction based interaction

management frameworkmanagement framework

�� Robust multilingual processing (Finnish, Robust multilingual processing (Finnish,

English, Swedish)English, Swedish)

�� Explore Explore adaptivityadaptivity and machineand machine--learning learning

techniques in speech interfacestechniques in speech interfaces

�� How to deal with different users with different How to deal with different users with different

needs, preferences, interaction strategies, and needs, preferences, interaction strategies, and

languageslanguages


DUMAS UsersDUMAS Users

�� The The busybusy mobile mobile useruser�� wantswants voicevoice accessaccess to to hishis electronicelectronic repositoryrepository in in variousvarious languageslanguages anywhereanywhere at at anytimeanytime usingusing a a mobile mobile devicedevice

�� wantswants hishis useruser habitshabits recognisedrecognised byby useruser friendlyfriendlyadaptiveadaptive featuresfeatures

�� The The visuallyvisually impairedimpaired useruser�� dependentdependent on on highhigh qualityquality speechspeech input and outputinput and output

�� needsneeds accessaccess to to electronicelectronic documentdocument retrievalretrieval on on mobile mobile devicesdevices to to facilitatefacilitate hishis everydayeveryday lifelife

�� AccessibilityAccessibility


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DUMAS DUMAS DemosDemos

�� Principal demonstrator: Principal demonstrator:

�� AthosMailAthosMail

�� OtherOther applicationsapplications::

�� AthosCalendarAthosCalendar ((SwedishSwedish))

�� AthosNewsAthosNews ((EnglishEnglish), ), AthosNewsAthosNews ((FinnishFinnish))


AthosMailAthosMail

�� SpeechSpeech--based emailbased email--applicationapplication

�� Allows the user to read and sort her emailsAllows the user to read and sort her emails

�� Multilingual: Finnish, English, SwedishMultilingual: Finnish, English, Swedish

�� Adaptive functionalityAdaptive functionality: system responses based : system responses based on the observed skill levels of the userson the observed skill levels of the users�� Novice, familiar, expertNovice, familiar, expert

�� Adaptive architectureAdaptive architecture: blackboard based agent : blackboard based agent architecturearchitecture


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AthosMailAthosMail ArchitectureArchitecture


AthosMail online managersAthosMail online managers

Speech

Recognition

Engine

MailServer

Verbosity Level

Online Manager

Discourse Tree

Updating Manager

Response Generator

Connexor FDG parser server

EnglishConnexor FDG parser ser

SwedishConnexor FDG par-

ser server Finnish

<INTERNAL> <APPLICATION> <mail> <requests> <request> <requestString>CONNECT</requestString> <requestParameter>RETRIEVE_ALL</requestParameter> </request> </requests> </mail> <athosAccounts> <currentAccount>0</currentUser> <athosAccount> <settings> <userPasswd>1111</userPasswd> ... </settings> <mail> SEE E-MAIL PRESENTATION DTD </mail> </athosAccount> ... </athosAccounts> </APPLICATION></INTERNAL>

AthosMail

Information

Storage Dialogue Act

Manager

Discourse Model

Manager / Response

Planner

Semanctic Processing

Manager

Sense Annotation

Manager

Input Parser

Manager

Communication

Manager

Presentation

Manager

Action ManagerInput Manager

Telephony

Engine

Syntehsiser

Engine


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AdaptationAdaptation in in DialogueDialogue

SystemsSystems

�� FacilitateFacilitate moremore naturalnatural interactioninteraction

�� ObserveObserve and and remedyremedy communicationcommunication disfluenciesdisfluencies

�� DanieliDanieli and and GerbinoGerbino, , LitmanLitman and Pan, and Pan, KrahmerKrahmer et al., et al.,

WalkerWalker et al., etc.et al., etc.

�� TakeTake the the useruser’’ss skillskill levelslevels into into accountaccount

�� MonitorMonitor the the useruser’’ss familiarityfamiliarity withwith the the systemsystem

functionalityfunctionality ((novicenovice –– expertexpert))

�� Design of Design of systemsystem promptsprompts accordingaccording to the to the useruser’’ss skillsskills

�� ParisParis, , YankelovichYankelovich, etc., etc.


UserUser ExpertiseExpertise ModellingModelling

�� ThreeThree levelslevels of of expertiseexpertise::�� NoviceNovice, , CompetentCompetent and and ExpertExpert

�� DialogueDialogue Act Act SpecificSpecific ExplicitnessExplicitness (DASEX)(DASEX)�� The The assumedassumed useruser expertiseexpertise for for eacheach systemsystem dactdact--typetype

�� SystemSystem initiativeinitiative (INIT)(INIT)�� HowHow muchmuch the the systemsystem controlscontrols the the dialoguedialogue

�� NoviceNovice usersusers areare givengiven explicitexplicit guidanceguidance, , expertsexperts arearenotnot botheredbothered withwith needlessneedless instructionsinstructions�� Cf. Cf. taperingtapering, , incrementalincremental promptsprompts ((YankelovichYankelovich 1996)1996)


31/5/2005



CooperativityCooperativity ComponentComponent

�� MonitorsMonitors dialoguedialogue flowflow and and givesgives recommendationrecommendationconcerningconcerning dialoguedialogue initiativeinitiative and and explicitnessexplicitness

�� OfflineOffline componentcomponent�� monitorsmonitors the long the long termterm developmentdevelopment of of useruser expertiseexpertise

�� parametersparameters: : e.ge.g. . timeoutstimeouts, help , help requestsrequests, general , general experienceexperience, , and and functionfunction--specificspecific experienceexperience

�� UM UM valuesvalues in the in the beginningbeginning of of eacheach session session basedbased on on offlineofflineparametersparameters

�� OnlineOnline componentcomponent

�� monitorsmonitors useruser expertiseexpertise duringduring individualindividual sessionssessions

�� parametersparameters: : e.ge.g. . functionsfunctions usedused, , timeoutstimeouts, help , help requestsrequests, and , and interruptionsinterruptions


CooperativityCooperativity ComponentComponent


31/5/2005



INIT and DASEX INIT and DASEX valuesvalues

options: longextra options: yesprompt:chunk by chunk

options: shortextra options: yesprompt:chunk by chunk

options: noneextra options: yesprompts: chunk by chunk

(4) DIRECTIVE

options: longextra options: yesprompt: question

options: shortextra options: yesprompts: question

options: noneextra options: yesprompts: question

(3) GUIDING

options: longextra options: yesprompts: open

options: shortextra options: yesprompts: open

options: noneextra options: yesprompts: open

(2) DECLARATIVE

options: longextra options: noprompts: open

options: shortextra options: noprompts: open

options: noneextra options: noprompts: open

(1) PASSIVE

(3) EXPLICIT(2) NORMAL(1) TACITURNINITIATIVE

EXPLICITNESS


NoviceNovice useruser

�� Do I have messages from Do I have messages from EsaEsa--PekkaPekka SalonenSalonen??�� Group five contains messages from the sender Group five contains messages from the sender EsaEsa--Pekka Salonen. There are two messages. Pekka Salonen. There are two messages. Subject of the first message is Subject of the first message is ““EE--P:nP:n viikotviikot””. . Subject of the second one is Subject of the second one is ““DemomuistutusDemomuistutus””. . You can choose a messages for example by You can choose a messages for example by saying saying ““first messagefirst message””. In order to read a . In order to read a message directly say e.g. message directly say e.g. ““Read second Read second messagemessage””. If you want to get a list of all the . If you want to get a list of all the groups, say groups, say ““List groupsList groups””.. If you want to get a If you want to get a list of commands, say list of commands, say ““what nextwhat next””..


31/5/2005



CompetentCompetent useruser

�� Do I have messages from Do I have messages from EsaEsa--PekkaPekka SalonenSalonen??

�� Group five contains two messages from the Group five contains two messages from the

sender Esasender Esa--Pekka Salonen. Subject of the first Pekka Salonen. Subject of the first

message is message is ““EE--P:nP:n viikotviikot””. Subject of the second . Subject of the second

one is one is ““DemomuistutusDemomuistutus””. You can choose a . You can choose a

messages for example by saying messages for example by saying ““first messagefirst message””. .

If you want to get a list of commands, say If you want to get a list of commands, say ““what what

nextnext””..


ExpertExpert useruser

�� Do I have messages from Do I have messages from EsaEsa--PekkaPekka SalonenSalonen??

�� Group five contains two messages from the Group five contains two messages from the

sender Esasender Esa--Pekka Salonen. Subject of the first Pekka Salonen. Subject of the first

message is message is ““EE--P:nP:n viikotviikot””. Subject of the second . Subject of the second

one is one is ““DemomuistutusDemomuistutus””..


31/5/2005



Evaluation of the Evaluation of the AthosMailAthosMail

�� Expert evaluationExpert evaluation�� System walkthrough with five expertsSystem walkthrough with five experts

�� Utterance designUtterance design

�� User evaluation together with other partnersUser evaluation together with other partners�� System records, user questionnaireSystem records, user questionnaire

�� Exploration of system capabilitiesExploration of system capabilities

�� Special evaluation with visually impaired usersSpecial evaluation with visually impaired users�� System records, user questionnaireSystem records, user questionnaire

�� Response time, bargeResponse time, barge--in (keypad), speedin (keypad), speed


UserUser EvaluationEvaluation

�� HCI setHCI set--up:up:

�� Four tasks that the users had to resolveFour tasks that the users had to resolve

�� Objective criteria: Objective criteria:

�� UM parameters recorded in the systemUM parameters recorded in the system

�� Subjective criteria: Subjective criteria:

�� Questionnaire before the interaction and after each taskQuestionnaire before the interaction and after each task

�� UserUser’’s expectations of the system and its uses expectations of the system and its use

�� UserUser’’s evaluation of her own skill levelss evaluation of her own skill levels

�� Adaptation through time: Adaptation through time:

�� interactions took place on two consecutive daysinteractions took place on two consecutive days


31/5/2005



UserUser errorserrors

�� NonNon--existent functionalityexistent functionality: : �� The user attempts to invoke a function that doesn't exist in theThe user attempts to invoke a function that doesn't exist in the

systemsystem

�� Incorrect formulationIncorrect formulation: : �� The user tries to invoke a proper function but the formulation iThe user tries to invoke a proper function but the formulation is s

incorrectincorrect

�� Speaking before start signal or after end signal Speaking before start signal or after end signal �� But not over the computer voiceBut not over the computer voice

�� Overlapping speechOverlapping speech: : �� The user starts to speak while the system is still speakingThe user starts to speak while the system is still speaking

�� Wrong referenceWrong reference::�� E.g. to messages that did not existE.g. to messages that did not exist


EvaluationEvaluation: : useruser mistakesmistakes

Error distribution between sessions and sites

17 1716

13

5

2 2 2

22

1918

15

0

5

10

15

20

25

1 2 3 4

Session number

To

tal

nu

mb

er o

f er

rors

UIAH

UTA

both


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UserUser’’ss selfself--evaluationevaluation

User self-evaluation

1,3 1,3

1,5

1,8

1,0

1,2

1,4

1,6

1,8

2,0

1 2 3 4

Session number

Exp

ertis

e s

elf-

eva

luat

ion

Avg


Issues in AdaptationIssues in Adaptation

�� What and when to adapt?What and when to adapt?�� User adapts to the system User adapts to the system vs. svs. system adapts to the userystem adapts to the user

�� Adaptation to different applications, devices, interfacesAdaptation to different applications, devices, interfaces

�� SupportSupport for for adaptivityadaptivity: : �� AdaptiveAdaptive architecturesarchitectures

�� Communication with other modalitiesCommunication with other modalities

�� UserUser--centred parameters:centred parameters:�� Habits and preferencesHabits and preferences

�� Attitudes and intentionsAttitudes and intentions

�� Temperament and styleTemperament and style

�� UsabilityUsability issuesissues: : desirabilitydesirability�� SystemSystem as a as a tooltool vs. vs. systemsystem as an as an agentagent

�� ControlControl


31/5/2005



ConclusionsConclusions and and futurefuture workwork�� UserUser ModelModel basedbased adaptationadaptation to the to the useruser’’ss skillsskills

�� CooperativityCooperativity ModelModel is an is an attemptattempt to to observeobserve the the useruser’’ssbehaviourbehaviour withwith the the systemsystem and and concludeconclude useruser expertiseexpertise levellevel

�� TwoTwo dayday testingtesting timetime tootoo shortshort for for adaptationadaptation

�� EvaluationEvaluation of of adaptiveadaptive systemssystems

�� GenerationGeneration of of utterancesutterances basedbased on UM on UM recommendationsrecommendations

�� MachineMachine--learninglearning techniquestechniques on on useruser datadata

�� ResourcesResources: : architecturearchitecture, , componentscomponents, (, (multimodalmultimodal) data) data


Demo: novice userDemo: novice user

�� More guidanceMore guidance

�� Requesting for guidance on system usageRequesting for guidance on system usage�� Universal Command Universal Command ““What next!What next!””

�� Dynamic creation of groups based on different Dynamic creation of groups based on different senderssenders

�� Reading of a messageReading of a message�� Multilingual message (synthesisers changed)Multilingual message (synthesisers changed)

�� Handling of eHandling of e--mail specific elements:mail specific elements:�� SmileysSmileys

�� CitationsCitations


31/5/2005



Demo: experienced userDemo: experienced user

�� Amount of guidance reducedAmount of guidance reduced

�� Small initial mailboxSmall initial mailbox

�� No groupsNo groups

�� Reading of a messageReading of a message

�� Navigation within a message.Navigation within a message.

�� Getting additional information about a Getting additional information about a

message:message:

�� Summary generated in the offline process.Summary generated in the offline process.


ReferencesReferencesAllwood, J., Traum, D., & Jokinen K (2001). Cooperation, dialogue and ethics. International Journal of

Human-Computer Studies, 53, 871-914.Jokinen, K. (to appear): Adaptation and User Expertise Modelling in AthosMail. Universal Access in the

Information Society. Springer Verlag.Jokinen, K. (1998): Three Challenges for Dialogue Management: the Constructive Dialogue Model

Approach. In Haukioja, T. (ed.) Papers from the 16th Scandinavian Conference of Linguistics, Turku, Finland, November 1996. pp. 221 – 234.

Jokinen, K. & Gambäck, B. (2004). DUMAS – Adaptation and Robust Information Processing for Mobile Speech Interfaces. Procs of The 1st Baltic Conference “Human Language Technologies – The Baltic Perspective”, Riga, Latvia, pp.115-120.

Jokinen, K. & Kanto, K. (2004). User Expertise Modelling and Adaptivity in a Speech-based E-mail System. Procs of the ACL-04, Barcelona, Spain.

Jokinen, K., Kerminen,A., Kaipainen,M., Jauhiainen,T., Wilcock,G., Turunen, M., Hakulinen, J., Kuusisto,J., Lagus,K. (2002). Adaptive Dialogue Systems - Interaction with Interact. Procs of the 3rd SIGdialWorkshop on Discourse and Dialogue, Philadelphia, 64-73.

Jokinen, K., Y. Wilcks, B. Gambäck, W.J. Black, & R. Catizone (eds.) (2003): Dialogue Systems: Interaction, Adaptation, and Styles of Management. Proceedings of the 11th Conference of the European Chapter of ACL (EACL-03) Workshop, Budapest, Hungary.

Kerminen, A. & Jokinen, K. (2003). Distributed Dialogue Management in a Blackboard Architecture. Procs of the EACL Workshop Dialogue Systems: interaction, adaptation and styles of management, Budapest, Hungary. pp. 55-66.

McTear, M (2002): Spoken Dialogue Technology: Enabling the Conversational User Interface.Turunen, M. & Hakulinen, J. (2003). Jaspis2 - An Architecture For Supporting Distributed Spoken Dialogues.

Procs of the Eurospeech 2003: 1913-1916.Turunen, M., Salonen, E-P., Hartikainen, M., Hakulinen, J., Black, W., Ramsay, A., Funk, A., Conroy, A.,

Thompson, P., Stairmand, M., Jokinen, K., Rissanen, J., Kanto, K., Kerminen, A., Gambäck, B., Cheadle, M., Olsson, F., Sahlgren, M. (2004). AthosMail – a Multilingual Adaptive Spoken Dialogue System for E-mail Domain. Procs of the COLING Satellite Workshop Robust and Adaptive Information Processing for Mobile Speech Interfaces, Geneva, Switzerland.

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