A Taxonomy of Social Cues for Conversational Agents

When using the taxonomy, please cite as Feine, J., Gnewuch U., Morana S. and Maedche A. (2019): “A Taxonomy of Social Cues for Conversational Agents” International Journal of Human-Computer Studies. To read the paper, please click here.

Social cue: Excuse / Apologize
Communication system: Verbal
Cue category: Content
Cue Description
The CA expresses regrets about an error or discourtesy.
Cue example
CA: “Sorry to hear things didn’t go so well”, CA: “It sounds like you didn’t have the best experience, sorry for that
Cue impact
Agent handles emotional states of user by excusing to negative emotions and frustrating moments which results in a lower user frustration (Hone 206). Apologizing for an incorrect advice impacts he overall trust perception of the agent (Visser et al. 2016). Moreover, empathic excuses make the user to continue to interact with the system for a significant longer period of time (Klein et al. 2002). Apologies are also useful as part of relational behavior strategies to ensure a long-term working alliance (Bickmore et al. 2005; Bickmore et al. 2010).