The effect of preference elicitation methods on the user experience in conversational recommender systems

Abstract

The prevalence of conversational interfaces is rapidly rising, since improved algorithms allow for remarkable proficiency in understanding and generating natural language. This also holds for Conversational Recommender Systems (CRS), that benefit from information being provided by the user in the course of the dialogue to offer personalized recommendations. However, the challenge remains eliciting the user's characteristics and preferences in a way that leads to the most optimal user experience. Hence, the current research was aimed at investigating the effect of different Preference Elicitation (PE) methods on the user experience of a CRS. We introduce two axes across which PE methods can be classified, namely the degree of system prompt guidance and the level of user input restriction. We built three versions of a CRS to conduct a between-subjects experiment which compared three conditions: high guidance-high restriction, high guidance-low restriction and low guidance-low restriction. We tested their effect on ten constructs of user experience measures on 66 European participants, all working in agriculture or forestry.

The study did not find any significant effects of the three preference elicitation methods on all user experience constructs collected through questionnaires. However, we did find significant differences in terms of the objective measures chat duration (Speed), response time (Cognitive Demand) and recommendation performance (Accuracy of Recommended Items). Regarding the recommendation performance, it was found that the preference elicitation methods with high guidance led to a higher match score than the condition with low guidance. The certainty score was highest in the condition with high guidance and high input restriction. Finally, we found through a question at the end of the conversation that users who were satisfied with the recommendation responded more positively to six out of ten user experience constructs. This suggests that satisfaction with the recommendation performance is a crucial factor in the user experience of CRSs.