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: Formality
Communication system: Verbal
Cue category: Style
Cue Description
The CA expresses words and sentences that are either compliant or incompliant with conventional rules.
Cue example
CA addresses user with last name instead of first name (e.g., “Hello Mr. Tree” instead of “Hello Peter”).
Cue impact
Informal discourse compared to a more formal discourse with the agent may yield more accurate deep learning effects because it causes higher engagement on a learning task (Li, Graesser 2017). Address the user by his first or last name is useful as part of relational behavior strategies to ensure a long-term working alliance (Bickmore et al. 2005). Direct address is further enhancing the social perception of agent and the use of many or inclusive personal pronouns increases the social perception and promotes information disclosure towards the agent (Sah et al. 2005). Address user by their name can also have a negative impact on private information disclosure (Puzakova et al. 2013).