Designing the conversational agent to enhance the user experience of code-mixing multilingual speakers

Abstract

Multilingual speakers tend to interleave two or more languages when communicating. This communication strategy is called code-mixing, and it has surged with today’s ever-increasing linguistic and cultural diversity. Because of their communication style, multilinguals who use conversational agents have specific needs and expectations which are currently not being met by conversational systems. While research has been undertaken on code-mixing conversational systems, previous works have rarely focused on the code-mixing users themselves to discover their genuine needs. This work furthers our understanding of the challenges faced by code-mixing users in conversational agent interaction, unveils the key factors that users consider in code-mixing scenarios, and explores expectations that users have for future conversational agents capable of code-mixing. This study discusses the design implications of our findings and provides a guide on how to alleviate the challenges faced by multilingual users and how to improve the conversational agent user experience for multilingual users.