This podcast episode examines the influence of user mental models on interactions with dialog systems, particularly adaptive ones. The study discussed reveals that users have varying expectations about how dialog systems work, from natural language input to specific questions. Mismatches between user expectations and system behavior can lead to less successful interactions.The episode highlights that adaptive systems, which adjust based on user input, can align better with user expectations, leading to more successful interactions. The adaptive system in the study achieved a higher success rate than FAQ and handcrafted systems, showing the benefits of implicit adaptation in improving usability without harming trust. The episode emphasizes the importance of understanding user mental models in creating more efficient, satisfying dialog systems.
https://arxiv.org/pdf/2408.14154