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See what I’m saying? Comparing Intelligent Personal Assistant use for Native and Non-Native Language Speakers / Yunhan Wu; Daniel Rough; Anna Bleakley; Justin Edwards; Orla Cooney; Philip R. Doyle; Leigh Clark; Benjamin R. Cowan

Proceedings of the 22nd International Conference on Human-Computer Interaction with Mobile Devices and Services (Mobile HCI)

Swansea University Author: Leigh, Clark

DOI (Published version): 10.1145/3379503.3403563

Abstract

Limited linguistic coverage for Intelligent Personal Assistants (IPAs) means that many interact in a non-native language. Yet we know little about how IPAs currently support or hinder these users. Through native (L1) and non-native (L2) English speakers interacting with Google Assistant on a smartph...

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Published in: Proceedings of the 22nd International Conference on Human-Computer Interaction with Mobile Devices and Services (Mobile HCI)
Published: 2020
URI: https://cronfa.swan.ac.uk/Record/cronfa54510
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Abstract: Limited linguistic coverage for Intelligent Personal Assistants (IPAs) means that many interact in a non-native language. Yet we know little about how IPAs currently support or hinder these users. Through native (L1) and non-native (L2) English speakers interacting with Google Assistant on a smartphone and smart speaker, we aim to understand this more deeply. Interviews revealed that L2 speakers prioritised utterance planning around perceived linguistic limitations, as opposed to L1 speakers prioritising succinctness because of system limitations. L2 speakers see IPAs as insensitive to linguistic needs resulting in failed interaction. L2 speakers clearly preferred using smartphones, as visual feedback supported diagnoses of communication breakdowns whilst allowing time to process query results. Conversely, L1 speakers preferred smart speakers, with audio feedback being seen as sufficient. We discuss the need to tailor the IPA experience for L2 users, emphasising visual feedback whilst reducing the burden of language production.
College: College of Science