User profiling and virtual agents

a case study on e-commerce services

Hans H. K. Sønderstrup-Andersen, Verner Andersen, Marco de Gemmis, Giovanni Semeraro, Pasquale Lops

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

Abstrakt

The main contribution of this work is the design of an application framework based on both conversational agents and user profiling technologies for the development of e-commerce services. User profiles are exploited by conversational agents to help customers in retrieving potentially interesting products from a catalogue. Three techniques were used for collecting data for a usability test: eye-movement tracking, questionnaire, and recording the user-system dialogue. The main outcomes of the experimental sessions are: (1) the dialogue capabilities of the agent facilitate the interaction between the user and the e-commerce site; and, (2) user profiles improve the retrieval capabilities of the agent. Finally, some limitations of the user profiling techniques adopted in the framework are discussed and a more sophisticated content-based profiling technique is proposed.
OriginalsprogEngelsk
TidsskriftUniversal Access in the Information Society
Vol/bind7
Udgave nummer3
Sider (fra-til)179-194
ISSN1615-5289
DOI
StatusUdgivet - 2008
Udgivet eksterntJa

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