Table 2: Repairable types
Table 2 shows that a large proportion of the repairables which result in bot-initiated user self-repair consists of user inputs of information that was originally prompted by the bot. In frequency, these are on par with 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 4: In this stage, the eight main strategies for user self-repair were identified and the data were fully coded according to the definitions below (see table 3):