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Опыт пользователя телефонной справочной службы: взаимодействие с оператором-человеком и роботом
In social studies of technology, one of the topical issues concerns what happens when tasks and activities performed by people before are provided by information technologies. This article examines experience of a telephone inquiry service user and focuses on the question of how interaction work is organized in a telephone conversation of a user with an automated operator and human operator. To answer to this question, a framework of conversation analysis is employed, which allows considering social interaction in details. Records of telephone calls to the reference service, as well as data from observation and conversations with employees of the organization, were material for the study. It is shown that in studies of social interaction with information systems scholars point out limitations of machine’s communicative resources. Examination of call center case (interaction of human operators and users) proves that operators are capable of following a call “script”, cope with organizational restrictions and solve problems in interaction using turn-taking, tone, and even speech overlaps to achieve mutual understanding with users. Then, interaction of users and robot is analysed and compared with human operators. We identify the features of the interaction work of conversation participants in cases where users encounter a machine. It is shown that the robot acts independently from its counterpart and does not respond to situational circumstances, it “detaches” user’s turns and makes them separate, controls what can be said and perceived – and at which points. However, users adapt to these specific interaction features during a call.