Uncovering the mechanisms of common ground in human–agent interaction

Review and future directions for conversational agent research

Dados Bibliográficos

ID12420280
AutoresAntonia Tolzin (0009-0005-4110-4361, University of Kassel, autor correspondente), Andreas Janson (0000-0003-3149-0340, University of St.Gallen)
Ano2025
Volume36
Fascículo1
Páginas292-315
Data de publicação2025-01-17
Peer ReviewedSim
Open AccessNão
TipoARTICLE
PeriódicoInternet Research (JOURNAL)
Identificadores do periódicoISSN: 1066-2243 • E-ISSN: 2054-5657
EditoraEmerald Publishing Limited (PUBLISHER • GB)
DOI10.1108/intr-06-2023-0514
OpenAlexW4406544378
IdiomaEN
Citações recebidas2
Referências citadas63

Purpose Human–agent interaction (HAI) is increasingly influencing our personal and work lives through the proliferation of conversational agents (CAs) in various domains. As such, these agents combine intuitive natural language interactions by also delivering personalization through artificial intelligence capabilities. However, research on CAs as well as practical failures indicates that CA interaction oftentimes fails miserably. To reduce these failures, this paper introduces the concept of building common ground for more successful HAIs. Design/methodology/approach Based on a systematic literature analysis, we identified 38 articles meeting the eligibility criteria. We critically reviewed this body of knowledge within a formal narrative synthesis structured around the use of common ground in the interaction with CAs. Findings Based on the systematic review, our analysis reveals five mechanisms for achieving common ground: embodiment, social features, joint action, knowledge base and mental model of conversational agent. We point out the relationships between these mechanisms as they are related to each other in directional and bidirectional ways. Research limitations/implications Our findings contribute to theory with several implications for CA research. First, we provide implications about the organization of common ground mechanisms for CAs. Second, we provide insights into the mechanisms and nomological network for achieving common ground when interacting with CAs. Third, we provide a broad research agenda for future CA research that centers around the important topic of common ground for HAI. Originality/value We offer novel insights into grounding mechanisms and highlight the potentials when considering common ground in different HAI processes. Consequently, we secure further understanding and deeper insights of possible mechanisms of common ground to shape future HAI processes

Cognitive science · Common ground · Data science · AI in Service Interactions · Communication · Computer Science · Psychology · Social Robot Interaction and HRI · Speech and dialogue systems