---
_id: '42671'
abstract:
- lang: eng
text: 'Artificial conversational agents are becoming increasingly popular in various
spheres of life. Contemporary AI is able to talk to humans using sophisticated
conversational techniques and human-like conversational patterns. For instance,
Google Duplex, a cutting-edge voice interface, is capable of autonomously making
customer service calls that barely register as robotic. With the frequency of
human-computer interactions on the rise, there is a growing need to study their
features: how misunderstandings are resolved, how conversational aims are achieved.
This article is an empirical investigation of the interaction between an advanced
conversational agent and human interactant. Using the framework of ethnomethodology
and conversation analysis, the authors analyze the procedurally unfolding and
naturally emerging conversational practices, as well as the normative structures
that emerge as a result. The research is based on a recording of a call between
Google Duplex and a human operator. We explore how to reach conversational closing
— a microstructure that requires cooperation between the speakers. Despite interactional
tensions caused by the robot’s incongruous prosody, conversational closing is
produced by the gradual achievement of epistemic balance. The authors emphasize
the relationship between the institutional context of the interaction and the
non-human agent’s robotic nature. The results serve as a foundation for future
studies in human-robot interaction and provide a deeper understanding of how conversational
closings are achieved in liminal cases.'
author:
- first_name: Anastasia I.
full_name: Egorova, Anastasia I.
last_name: Egorova
- first_name: Nils
full_name: Klowait, Nils
id: '98454'
last_name: Klowait
orcid: 0000-0002-7347-099X
citation:
ama: Egorova AI, Klowait N. How to Say Good-Bye to a Robot? The Matter of Conversational
Closing. The monitoring of public opinion economic&social changes.
2021;(1). doi:10.14515/monitoring.2021.1.1810
apa: Egorova, A. I., & Klowait, N. (2021). How to Say Good-Bye to a Robot? The
Matter of Conversational Closing. The Monitoring of Public Opinion Economic&social
Changes, 1. https://doi.org/10.14515/monitoring.2021.1.1810
bibtex: '@article{Egorova_Klowait_2021, title={How to Say Good-Bye to a Robot? The
Matter of Conversational Closing}, DOI={10.14515/monitoring.2021.1.1810},
number={1}, journal={The monitoring of public opinion economic&social changes},
publisher={VCIOM, Russia (Russian Public Opinion Research Center)}, author={Egorova,
Anastasia I. and Klowait, Nils}, year={2021} }'
chicago: Egorova, Anastasia I., and Nils Klowait. “How to Say Good-Bye to a Robot?
The Matter of Conversational Closing.” The Monitoring of Public Opinion Economic&social
Changes, no. 1 (2021). https://doi.org/10.14515/monitoring.2021.1.1810.
ieee: 'A. I. Egorova and N. Klowait, “How to Say Good-Bye to a Robot? The Matter
of Conversational Closing,” The monitoring of public opinion economic&social
changes, no. 1, 2021, doi: 10.14515/monitoring.2021.1.1810.'
mla: Egorova, Anastasia I., and Nils Klowait. “How to Say Good-Bye to a Robot? The
Matter of Conversational Closing.” The Monitoring of Public Opinion Economic&social
Changes, no. 1, VCIOM, Russia (Russian Public Opinion Research Center), 2021,
doi:10.14515/monitoring.2021.1.1810.
short: A.I. Egorova, N. Klowait, The Monitoring of Public Opinion Economic&social
Changes (2021).
date_created: 2023-03-02T15:43:12Z
date_updated: 2026-03-09T12:20:40Z
department:
- _id: '603'
doi: 10.14515/monitoring.2021.1.1810
extern: '1'
issue: '1'
keyword:
- Economics
- Econometrics and Finance (miscellaneous)
- Sociology and Political Science
language:
- iso: eng
publication: The monitoring of public opinion economic&social changes
publication_identifier:
issn:
- 2219-5467
publication_status: published
publisher: VCIOM, Russia (Russian Public Opinion Research Center)
status: public
title: How to Say Good-Bye to a Robot? The Matter of Conversational Closing
type: journal_article
user_id: '14972'
year: '2021'
...
---
_id: '42670'
abstract:
- lang: eng
text: "The field of human-computer interaction (HCI) investigates the intersection
between the design of devices and users. From an early focus on interaction modeling
based on psychological experiments, the field has since experienced a shift towards
the study of how actual humans interact with autonomous devices. The field became
conductive to ethnographic, observational and videographic studies of human-device
interaction. Conversation-analytic HCI became possible. That said, this new wave
of researchers was never truly able to dethrone the psychological common sense
of the field. With recent developments in both the technical-sensorial capabilities
and outward actuational range of embodied virtual agents, the field of HCI has
once again returned to the question of the sequential unfolding of the interaction
between users and intelligent agents, and the multimodal interactional repertoire
that is deployed throughout. This review will highlight the situational orientation
of high-impact research in the field, and relate it to the cotemporaneous development
of ethnomethodological and conversation analytic frameworks.\r\nAcknowledgments.
The article was prepared in the framework of a research grant funded by the Ministry
of Science and Higher Education of the Russian Federation (grant ID: 075-15-2020-908).
The article was prepared in cooperation with the Sber (ex. – Sberbank’s) Gamification
Lab."
author:
- first_name: Nils
full_name: Klowait, Nils
id: '98454'
last_name: Klowait
orcid: 0000-0002-7347-099X
- first_name: Maria A.
full_name: Erofeeva, Maria A.
last_name: Erofeeva
citation:
ama: Klowait N, Erofeeva MA. The Rise of Interactional Multimodality in Human-Computer
Interaction. The monitoring of public opinion economic&social changes.
2021;(1). doi:10.14515/monitoring.2021.1.1793
apa: Klowait, N., & Erofeeva, M. A. (2021). The Rise of Interactional Multimodality
in Human-Computer Interaction. The Monitoring of Public Opinion Economic&social
Changes, 1. https://doi.org/10.14515/monitoring.2021.1.1793
bibtex: '@article{Klowait_Erofeeva_2021, title={The Rise of Interactional Multimodality
in Human-Computer Interaction}, DOI={10.14515/monitoring.2021.1.1793},
number={1}, journal={The monitoring of public opinion economic&social changes},
publisher={VCIOM, Russia (Russian Public Opinion Research Center)}, author={Klowait,
Nils and Erofeeva, Maria A.}, year={2021} }'
chicago: Klowait, Nils, and Maria A. Erofeeva. “The Rise of Interactional Multimodality
in Human-Computer Interaction.” The Monitoring of Public Opinion Economic&social
Changes, no. 1 (2021). https://doi.org/10.14515/monitoring.2021.1.1793.
ieee: 'N. Klowait and M. A. Erofeeva, “The Rise of Interactional Multimodality in
Human-Computer Interaction,” The monitoring of public opinion economic&social
changes, no. 1, 2021, doi: 10.14515/monitoring.2021.1.1793.'
mla: Klowait, Nils, and Maria A. Erofeeva. “The Rise of Interactional Multimodality
in Human-Computer Interaction.” The Monitoring of Public Opinion Economic&social
Changes, no. 1, VCIOM, Russia (Russian Public Opinion Research Center), 2021,
doi:10.14515/monitoring.2021.1.1793.
short: N. Klowait, M.A. Erofeeva, The Monitoring of Public Opinion Economic&social
Changes (2021).
date_created: 2023-03-02T15:43:03Z
date_updated: 2026-03-09T10:33:05Z
department:
- _id: '603'
doi: 10.14515/monitoring.2021.1.1793
extern: '1'
issue: '1'
keyword:
- Economics
- Econometrics and Finance (miscellaneous)
- Sociology and Political Science
language:
- iso: eng
publication: The monitoring of public opinion economic&social changes
publication_identifier:
issn:
- 2219-5467
publication_status: published
publisher: VCIOM, Russia (Russian Public Opinion Research Center)
status: public
title: The Rise of Interactional Multimodality in Human-Computer Interaction
type: journal_article
user_id: '14972'
year: '2021'
...