"I feel you, but…": Exploring the Boundaries of Pragmatic Markers in Real-time Voice-based Conversational Agents
Extended Abstracts of the CHI Conference on Human Factors in Computing Systems (CHI EA '25)
CHI 2025 EA · Extended Abstract
📝Abstract
Although Voice-based Conversational Agents (VCAs) continue to evolve, achieving natural interaction remains challenging. While studies have explored various aspects of conversational style, the impact of Pragmatic Markers (PMs), linguistic elements that convey speaker intention and emotional context, remains underexplored in human-agent interactions. We conducted a formative study with eight participants using a prototype VCA system, which revealed that real-time sentiment analysis could support more effective PM usage by maintaining conversational context. Building on these insights, we developed a VCA system integrating sentiment-based PM selection and conducted a main study with 20 participants using a 2×2 within-subjects design (emotional/work-related topics × with/without markers). Analysis of conversation logs, surveys, and interviews revealed that moderate PM usage enhanced perceived naturalness and emotional engagement. However, excessive use negatively impacted user experience as participants expected VCAs to maintain a passive yet attentive listener role. Our findings inform design guidelines for context-aware PM integration in VCAs.
🔖BibTeX
@inproceedings{shin2025pragmaticmarkers,
title = {"I feel you, but…": Exploring the Boundaries of Pragmatic Markers in Real-time Voice-based Conversational Agents},
author = {Minjeong Shin and Jaehoon Choi and Hyungwoo Song and Junghwan Kim and Bongwon Suh},
booktitle = {Extended Abstracts of the CHI Conference on Human Factors in Computing Systems (CHI EA '25)},
year = {2025},
doi = {10.1145/3706599.3719797}
}