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Can humans simulate talking like other humans? Comparing simulated clients to real customers in service inquiries
Discourse Studies ( IF 1.871 ) Pub Date : 2019-11-13 , DOI: 10.1177/1461445619887537 Elizabeth Stokoe , Rein Ove Sikveland , Saul Albert , Magnus Hamann 1 , William Housley 2
Discourse Studies ( IF 1.871 ) Pub Date : 2019-11-13 , DOI: 10.1177/1461445619887537 Elizabeth Stokoe , Rein Ove Sikveland , Saul Albert , Magnus Hamann 1 , William Housley 2
Affiliation
How authentic are inquiry calls made by simulated clients, or ‘mystery shoppers’, to service organizations, when compared to real callers? We analysed 48 simulated and 63 real inquiry calls to different veterinary practices in the United Kingdom and Ireland. The data were transcribed for conversation analysis, as well as coded for a variety of call categories including reason for the call, call outcome and turn design features. Analysis revealed systematic differences between real and simulated calls in terms of (1) reasons for the call, call outcome and call duration and (2) how callers refer to their pets in service requests and follow-up questions about their animal. Our qualitative analyses were supported with statistical summaries and tests. The findings reveal the limitations of mystery shopper methodology for the assessment of service provision. We also discuss the implications of the findings for the use of simulated encounters and the development of conversational agents.
中文翻译:
人类能像其他人一样模拟说话吗?在服务查询中比较模拟客户和真实客户
与真实来电者相比,模拟客户或“神秘顾客”向服务机构拨打的咨询电话的真实性如何?我们分析了英国和爱尔兰不同兽医诊所的 48 次模拟电话和 63 次真实咨询电话。数据被转录用于对话分析,并针对各种呼叫类别进行编码,包括呼叫原因、呼叫结果和转弯设计特征。分析揭示了真实呼叫和模拟呼叫在以下方面的系统差异:(1)呼叫原因、呼叫结果和呼叫持续时间以及(2)呼叫者如何在服务请求和有关动物的后续问题中提及他们的宠物。我们的定性分析得到了统计总结和测试的支持。调查结果揭示了神秘顾客方法在评估服务提供方面的局限性。我们还讨论了这些发现对模拟遭遇的使用和对话代理的发展的影响。
更新日期:2019-11-13
中文翻译:
人类能像其他人一样模拟说话吗?在服务查询中比较模拟客户和真实客户
与真实来电者相比,模拟客户或“神秘顾客”向服务机构拨打的咨询电话的真实性如何?我们分析了英国和爱尔兰不同兽医诊所的 48 次模拟电话和 63 次真实咨询电话。数据被转录用于对话分析,并针对各种呼叫类别进行编码,包括呼叫原因、呼叫结果和转弯设计特征。分析揭示了真实呼叫和模拟呼叫在以下方面的系统差异:(1)呼叫原因、呼叫结果和呼叫持续时间以及(2)呼叫者如何在服务请求和有关动物的后续问题中提及他们的宠物。我们的定性分析得到了统计总结和测试的支持。调查结果揭示了神秘顾客方法在评估服务提供方面的局限性。我们还讨论了这些发现对模拟遭遇的使用和对话代理的发展的影响。