Sixth International Conference on Spoken Language Processing
October 16-20, 2000
A Multi-modal Dialog System for Business Transactions
Joyce Chai, Sylvie Levesque, Margorzata Budzikowska, Veronika Horvath, Nanda Kambhatla, Nicolas Nicolov, Wlodek Zadrozny
IBM T. J. Watson Research Center,
Hawthorne, NY, USA
This paper presents a general framework for conversational
agents for business applications that supports multi-channel,
multi-modal interactions through the use of a channel and
modality independent Dialog Move Markup Language. In
particular, we describe a prototype system as an instantiation of
a general dialog architecture that supports web-based interaction
through a combination of modalities such as natural language
dialog and user interface components. User studies have
revealed that the prototype system has enhanced user experience
in an online shopping environment by significantly reducing the
length of interactions in terms of time and the number of clicks.
Furthermore, the success in extending the general architecture to
a prototype system demonstrates the applicability and
potentiality of such framework in business applications.
Chai, Joyce / Levesque, Sylvie / Budzikowska, Margorzata / Horvath, Veronika / Kambhatla, Nanda / Nicolov, Nicolas / Zadrozny, Wlodek (2000):
"A multi-modal dialog system for business transactions",
In ICSLP-2000, vol.2, 700-703.