A Methodology for Evaluating Interaction Strategies of Task-Oriented Conversational Agents
In task-oriented conversational agents, more attention has been usually devoted to assessing task effectiveness, rather than to \textit{how} the task is achieved. However, conversational agents are moving towards more complex and human-like interaction capabilities (e.g. the ability to use a formal/informal register, to show an empathetic behavior), for which standard evaluation methodologies may not suffice. In this paper, we provide a novel methodology to assess - in a completely controlled way - the impact on the quality of experience of agent{'}s interaction strategies. The methodology is based on a within subject design, where two slightly different transcripts of the same interaction with a conversational agent are presented to the user. Through a series of pilot experiments we prove that this methodology allows fast and cheap experimentation/evaluation, focusing on aspects that are overlooked by current methods.
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