Table 1: Trouble sources
Table 1 shows that a large proportion of the trouble sources which
result in bot-initiated user self-repair consists of user inputs of
information that was originally prompted by the bot, followed by
user-initiated information questions, for example about the procedure,
parking information etc. The third main category are user requests to
the bot which are often at the start of a new transactional sequence,
e.g., to reschedule an appointment.
Step 3: At this step, all instances of user self-repair were further
classified by how users conducted self-repair. This resulted in the
identification of eight main strategies (see table 2):