In modular dialog systems, a dialog system consists of multiple conversational agents. The task “module selection” selects the appropriate sub-dialog system for an incoming user utterance. Current models for module selection use features derived from the current user turn only, such as the utterances text or confidence values of the natural language understanding systems of the individual conversational agents, or they perform text classification on the user utterance. However, dialogs often span multiple turns, and turns are embedded into a context. Therefore, looking at the current user turn only is a source of error in certain situations. This work proposes four models for module selection that include the dialog history and the current user turn into module selection. We show that these models surpass the current state of the art in module selection.

Chatbots are increasingly used to automate operational processes in customer service. However, most chatbots lack adaptation towards their users which may results in an unsatisfactory experience. Since knowing and meeting personal preferences is a key factor for enhancing usability in conversational agents, in this study we analyze an adaptive conversational agent that can automatically adjust according to a user’s personality type carefully excerpted from the Myers-Briggs type indicators. An experiment including 300 crowd workers examined how typifications like extroversion/introversion and thinking/feeling can be assessed and designed for a conversational agent in a job recommender domain. Our results validate the proposed design choices, and experiments on a user-matched personality typification, following the so-called law of attraction rule, show a significant positive influence on a range of selected usability criteria such as overall satisfaction, naturalness, promoter score, trust and appropriateness of the conversation.