In recent years, the popularity of AI-enabled conversational agents or chatbots has risen as an alternative to traditional online surveys to elicit information from people. However, there is a gap in using single-agent chatbots to converse and gather multi-faceted information across a wide variety of topics. Prior works suggest that single-agent chatbots struggle to understand user intentions and interpret human language during a multi-faceted conversation. In this work, we investigated how multi-agent chatbot systems can be utilized to conduct a multi-faceted conversation across multiple domains. To that end, we conducted a Wizard of Oz study to investigate the design of a multi-agent chatbot for gathering public input across multiple high-level domains and their associated topics. Next, we designed, developed, and evaluated CommunityBots - a multi-agent chatbot platform where each chatbot handles a different domain individually. To manage conversation across multiple topics and chatbots, we proposed a novel Conversation and Topic Management (CTM) mechanism that handles topic-switching and chatbot-switching based on user responses and intentions. We conducted a between-subject study comparing CommunityBots to a single-agent chatbot baseline with 96 crowd workers. The results from our evaluation demonstrate that CommunityBots participants were significantly more engaged, provided higher quality responses, and experienced fewer conversation interruptions while conversing with multiple different chatbots in the same session. We also found that the visual cues integrated with the interface helped the participants better understand the functionalities of the CTM mechanism, which enabled them to perceive changes in textual conversation, leading to better user satisfaction. Based on the empirical insights from our study, we discuss future research avenues for multi-agent chatbot design and its application for rich information elicitation.
- Award ID(s):
- 1908725
- NSF-PAR ID:
- 10296643
- Date Published:
- Journal Name:
- 2021 IEEE International Symposium on Information Theory (ISIT)
- Page Range / eLocation ID:
- 2220 to 2225
- Format(s):
- Medium: X
- Sponsoring Org:
- National Science Foundation
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- Free Publicly Accessible Full Text
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Accepted Manuscript1.0
- Conference Paper:
- https://doi.org/10.1109/ISIT45174.2021.9518136
