4. Evaluation

Seit ELIZA von Joseph Weizenbaum 1966 als erster Chatbot auf einem Monitor erschien, sind Chatbots stets Gegenstand kontroverser Debatten gewesen. Diese betreffen moralische Aspekte wie die Befürchtung der Reduktion des Wertes menschlichen Lebens, die Beschränkungen natürlichsprachiger Systeme im Vergleich zu echter natürlichsprachiger Interaktion zwischen Menschen, die Personifizierung von Interfaces sowie die mögliche Ineffizienz indirekter Manipulation.

Gegenstand dieses Kapitels ist die Darstellung und Evaluation der Einwände gegen Chatbots sowie die Ableitung von Folgerungen. Die Darstellung wird ergänzt durch Erkenntnisse aus dem Praxiseinsatz bei Unternehmen wie Coca-Cola, Ford, verschiedenen Banken, Versicherungen und auch staatlichen Organisationen, die durch den Einsatz von Chatbot-basiertem Self-Service umfangreiche Einsparungspotenziale realisieren.

Links und Literatur dieses Kapitels: (Auszug; vollständige Link- und Literaturangaben im Leser-Bereich - Zugang nur für Buchbesitzer)

73 Moralische Einwände Crevier: AI: the tumultuous history of the search for artificial intelligence. New York: BasicBooks, 1993 Weizenbaum: Wer erfindet die Computermythen? Der Fortschritt in den großen Irrtum. Freiburg: Herder, 1993

74 Moralische Einwände (Evaluation der Kritik) Crevier: AI: the tumultuous history of the search for artificial intelligence. New York: BasicBooks, 1993 Turkle: Life on screen: Identity in the age of the Internet. New York: Simon & Schuster, 1995 Leonard: Bots: the origin of a new species. San Francisco: HardWired, 1997 Winograd / Flores: Erkenntnis Maschinen Verstehen. Berlin: Rotbuch, 1989 Bradshaw: Software Agents. Menlo Park: AAAI/MIT Press, 1997

75 Moralische Einwände (Evaluation der Kritik, Folgerungen) Turkle: Life on screen: Identity in the age of the Internet. New York: Simon & Schuster, 1995 Suchman: Plans and situated actions: The problem of human-machine communication. Cambridge: Cambridge University Press, 1987 Kiesler / Sproull: Social human-computer interaction. In: Friedman, Batya: Human values and the design of computer technology. Stanford: CSLI Publications/Cambridge University Press, 1997 Erickson: Designing Agents as if People Mattered. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Reeves / Nass: The media equation: how people treat computers, television and new media like real people and places. New York: Cambridge University Press, 1996 Leonard: Bots: the origin of a new species. San Francisco: HardWired, 1997

76 Verständnisproblematik: Kontext und Gesunder Menschenverstand Turkle: Life on screen: Identity in the age of the Internet. New York: Simon & Schuster, 1995 Weizenbaum: Wer erfindet die Computermythen? Der Fortschritt in den großen Irrtum. Freiburg: Herder, 1993 Crevier: AI: the tumultuous history of the search for artificial intelligence. New York: BasicBooks, 1993 Winograd / Flores: Erkenntnis Maschinen Verstehen. Berlin: Rotbuch, 1989 Negroponte: Agents: From Direct Manipulation to Delegation. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Suchman: Plans and situated actions: The problem of human-machine communication. Cambridge: Cambridge University Press, 1987 Kamm / Helander: Design Issues for Interfaces using Voice Input. In: Helander, Martin et al.: Handbook of Human-Computer Interaction. Amsterdam: Elsevier, 1997

77 Verständnisproblematik: Kontext und Gesunder Menschenverstand Koerner et al.: Speech Recognition. Upper Saddle River: Prentice Hall, 1996 Leonard: Bots: the origin of a new species. San Francisco: HardWired, 1997 Suchman: Plans and situated actions: The problem of human-machine communication. Cambridge: Cambridge University Press, 1987 Winograd / Flores: Erkenntnis Maschinen Verstehen. Berlin: Rotbuch, 1989 Crevier: AI: the tumultuous history of the search for artificial intelligence. New York: BasicBooks, 1993

78 Verständnisproblematik: Kontext und Gesunder Menschenverstand Nugent: Schank & Sam, 1996 Weizenbaum: Wer erfindet die Computermythen? Der Fortschritt in den großen Irrtum. Freiburg: Herder, 1993 Suchman: Plans and situated actions: The problem of human-machine communication. Cambridge: Cambridge University Press, 1987 Crevier: AI: the tumultuous history of the search for artificial intelligence. New York: BasicBooks, 1993

79 Verständnisproblematik: überhöhte Erwartungen, mangelnde Robustheit Crevier: AI: the tumultuous history of the search for artificial intelligence. New York: BasicBooks, 1993 Winograd / Flores: Erkenntnis Maschinen Verstehen. Berlin: Rotbuch, 1989 Suchman: Plans and situated actions: The problem of human-machine communication. Cambridge: Cambridge University Press, 1987 Norman: The Psychology of Everyday Things. New York: Basic Books, 1988 Leonard: Bots: the origin of a new species. San Francisco: HardWired, 1997 Turkle: Life on screen: Identity in the age of the Internet. New York: Simon & Schuster, 1995

80 Verständnisproblematik: Kontext und Gesunder Menschenverstand (Evaluation der Kritik) Nugent: Schank & Sam, 1996 Crevier: AI: the tumultuous history of the search for artificial intelligence. New York: BasicBooks, 1993 Winograd / Flores: Erkenntnis Maschinen Verstehen. Berlin: Rotbuch, 1989

81 Verständnisproblematik: Kontext und Gesunder Menschenverstand (Evaluation der Kritik) Leonard: Bots: the origin of a new species. San Francisco: HardWired, 1997 Turkle: Life on screen: Identity in the age of the Internet. New York: Simon & Schuster, 1995 Suchman: Plans and situated actions: The problem of human-machine communication. Cambridge: Cambridge University Press, 1987

82 Verständnisproblematik: Kontext und Gesunder Menschenverstand (Evaluation der Kritik, Folgerungen) Norman: How Might People Interact with Agents. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Nickerson / Landauer: Human-Computer Interaction: Background and Issues. In: Helander, Martin et al.: Handbook of Human-Computer Interaction. Amsterdam: Elsevier, 1997 Leonard: Bots: the origin of a new species. San Francisco: HardWired, 1997 Ogden / Bernick: Using Natural Language Interfaces. In: Helander, Martin et al.: Handbook of Human-Computer Interaction. Amsterdam: Elsevier, 1997 Erickson: Designing Agents as if People Mattered. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Shneiderman: Direct Manipulation Versus Agents: Paths to Predictable, Controllable, and Comprehensible Interfaces. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Winograd / Flores: Erkenntnis Maschinen Verstehen. Berlin: Rotbuch, 1989

83 Personifizierte Interfaces (übersteigerte Erwartungen) Norman: The Psychology of Everyday Things. New York: Basic Books, 1988 Allen: Mental Models and User Models. In: Helander, Martin et al.: Handbook of Human-Computer Interaction. Amsterdam: Elsevier, 1997 Laurel: Interface Agents: Metaphors with Character. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Shneiderman: Direct Manipulation Versus Agents: Paths to Predictable, Controllable, and Comprehensible Interfaces. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Winograd / Flores: Erkenntnis Maschinen Verstehen. Berlin: Rotbuch, 1989

84 Personifizierte Interfaces: Evaluation der Kritik Erickson: Designing Agents as if People Mattered. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Reeves / Nass: The media equation: how people treat computers, television and new media like real people and places. New York: Cambridge University Press, 1996 Leaverton: Recruiting the Chatterbots, 2000

85 Personifizierte Interfaces: Evaluation der Kritik MIT Elliott et al.: Lifelike Pedagogical Agents and Affective Computing: An Exploratory Synthesis. In: Woolridge, Michael / Veloso, Manuela: Artificial intelligence today: recent trends and developments. Berlin: Springer-Verlag, 1999 Kiesler / Sproull: Social human-computer interaction. In: Friedman, Batya: Human values and the design of computer technology. Stanford: CSLI Publications/Cambridge University Press, 1997 IBM

86 Personifizierte Interfaces: Evaluation der Kritik Ball et al.: Lifelike Computer Characters: The Persona Project at Microsoft. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Reeves / Nass: The media equation: how people treat computers, television and new media like real people and places. New York: Cambridge University Press, 1996 Kiesler / Sproull: Social human-computer interaction. In: Friedman, Batya: Human values and the design of computer technology. Stanford: CSLI Publications/Cambridge University Press, 1997 IBM

87 Personifizierte Interfaces: Evaluation der Kritik MIT Laurel: Interface Agents: Metaphors with Character. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997

88 Personifizierte Interfaces: Folgerungen Nass et al.: Computers are social actors: A review of current research. In: Friedman, Batya: Human values and the design of computer technology. Stanford: CSLI Publications/Cambridge University Press, 1997 Reeves / Nass: The media equation: how people treat computers, television and new media like real people and places. New York: Cambridge University Press, 1996 Friedman / Kahn: Human agency and responsible computing: Implications for computer system design. In: Friedman, Batya: Human values and the design of computer technology. Stanford: CSLI Publications/ Cambridge University Press, 1997 Suchman: Plans and situated actions: The problem of human-machine communication. Cambridge: Cambridge University Press, 1987 Turkle: Life on screen: Identity in the age of the Internet. New York: Simon & Schuster, 1995

89 Personifizierte Interfaces: Folgerungen Erickson: Designing Agents as if People Mattered. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Ball et al.: Lifelike Computer Characters: The Persona Project at Microsoft. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 MIT Nass et al.: Computers are social actors: A review of current research. In: Friedman, Batya: Human values and the design of computer technology. Stanford: CSLI Publications/Cambridge University Press, 1997 Reeves / Nass: The media equation: how people treat computers, television and new media like real people and places. New York: Cambridge University Press, 1996 Erickson: Designing Agents as if People Mattered. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Leonard: Bots: the origin of a new species. San Francisco: HardWired, 1997 Norman: The Psychology of Everyday Things. New York: Basic Books, 1988

90 Ineffizienz indirekter Manipulation Erickson: Designing Agents as if People Mattered. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Kiesler / Sproull: Social human-computer interaction. In: Friedman, Batya: Human values and the design of computer technology. Stanford: CSLI Publications/Cambridge University Press, 1997 Friedman / Kahn: Human agency and responsible computing: Implications for computer system design. In: Friedman, Batya: Human values and the design of computer technology. Stanford: CSLI Publications/ Cambridge University Press, 1997 Maes: Agents that Reduce Work and Information Overload. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Shneiderman: Direct Manipulation Versus Agents: Paths to Predictable, Controllable, and Comprehensible Interfaces. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997

91 Ineffizienz indirekter Manipulation: Evaluation der Kritik Shneiderman: Direct Manipulation Versus Agents: Paths to Predictable, Controllable, and Comprehensible Interfaces. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Suchman: Plans and situated actions: The problem of human-machine communication. Cambridge: Cambridge University Press, 1987 Negroponte: Agents: From Direct Manipulation to Delegation. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Maes: Agents that Reduce Work and Information Overload. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Ogden / Bernick: Using Natural Language Interfaces. In: Helander, Martin et al.: Handbook of Human-Computer Interaction. Amsterdam: Elsevier, 1997

92 Ineffizienz indirekter Manipulation: Evaluation der Kritik Maes: Agents that Reduce Work and Information Overload. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Ogden / Bernick: Using Natural Language Interfaces. In: Helander, Martin et al.: Handbook of Human-Computer Interaction. Amsterdam: Elsevier, 1997 Laurel: Interface Agents: Metaphors with Character. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997

93 Ineffizienz indirekter Manipulation: Evaluation der Kritik Bradshaw: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Norman: The Psychology of Everyday Things. New York: Basic Books, 1988 Negroponte: Agents: From Direct Manipulation to Delegation. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997

94 Ineffizienz indirekter Manipulation: Evaluation der Kritik Ogden / Bernick: Using Natural Language Interfaces. In: Helander, Martin et al.: Handbook of Human-Computer Interaction. Amsterdam: Elsevier, 1997 Leonard: Bots: the origin of a new species. San Francisco: HardWired, 1997 Nickerson / Landauer: Human-Computer Interaction: Background and Issues. In: Helander, Martin et al.: Handbook of Human-Computer Interaction. Amsterdam: Elsevier, 1997 Reeves / Nass: The media equation: how people treat computers, television and new media like real people and places. New York: Cambridge University Press, 1996 Shneiderman: Direct Manipulation Versus Agents: Paths to Predictable, Controllable, and Comprehensible Interfaces. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Elliott et al.: Lifelike Pedagogical Agents and Affective Computing: An Exploratory Synthesis. In: Woolridge, Michael / Veloso, Manuela: Artificial intelligence today: recent trends and developments. Berlin: Springer-Verlag, 1999 Norman: The Psychology of Everyday Things. New York: Basic Books, 1988

95 Ineffizienz indirekter Manipulation: Evaluation der Kritik Suchman: Plans and situated actions: The problem of human-machine communication. Cambridge: Cambridge University Press, 1987 Norman: The Psychology of Everyday Things. New York: Basic Books, 1988 Chai et al.: The Role of a Natural Language Conversational Interface in Online Sales: A Case Study. In: International Journal of Speech Technology. Dordrecht: Kluwer Academic Publishers, 2001 - PDF, 248 KB

96 Ineffizienz indirekter Manipulation: Folgerungen Norman: The Psychology of Everyday Things. New York: Basic Books, 1988 Winograd / Flores: Erkenntnis Maschinen Verstehen. Berlin: Rotbuch, 1989 Negroponte: Agents: From Direct Manipulation to Delegation. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Ogden / Bernick: Using Natural Language Interfaces. In: Helander, Martin et al.: Handbook of Human-Computer Interaction. Amsterdam: Elsevier, 1997 Erickson: Designing Agents as if People Mattered. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Laurel: Interface Agents: Metaphors with Character. In: Bradshaw, Jeffrey: Software Agents. Menlo Park: AAAI/MIT Press, 1997 Gazis: The Evolving Resource. In: Leebaert, Derek: The Future of Software. Cambridge: MIT Press, 1996

97 Koerner et al.: Speech Recognition. Upper Saddle River: Prentice Hall, 1996 Nickerson / Landauer: Human-Computer Interaction: Background and Issues. In: Helander, Martin et al.: Handbook of Human-Computer Interaction. Amsterdam: Elsevier, 1997

98 Erkenntnisse aus dem Praxiseinsatz Coca-Cola Forrester Research

99 - 111 Erkenntnisse aus dem Praxiseinsatz Forrester Research Defense Logistics Information Service Direkt Anlage Bank Case-Study zur Direkt Anlage Bank von Kiwilogic - PDF, 221 KB Ford Ramirez: Hello mechanics. I'm Ernie. Got a problem?, 2001 Hannoversche Lebensversicherung Interact Commerce Net-tissimo.com One2One (heute: T-Mobile) One2One Case-Study von NativeMinds - PDF, x KB Pioneer Investment Schwäbisch-Hall Chatbot LISA Turkle: Life on screen: Identity in the age of the Internet. New York: Simon & Schuster, 1995