Table 3: Users’ strategies for self-repair
Table 3 shows a clear hierarchy of repair strategies favoured by users:
users most frequently rephrase their original turn, but this is closely
followed by accommodation strategies in which users use a prompt
provided by the bot in a previous turn. Other strategies used include
changing their original choices, presumably in the hope that a new
choice will be understood, restating the purpose of their original
request and repeating the original turn.
Step 5: The final stage of the analysis centred upon classification of
bot responses following user self-repair. The purpose of this analysis
was to identify how successful users’ repair strategies were leading to
progress within the conversation. The bot’s follow-up turns were coded
against
Følstad
& Taylor’s (2021). qualitative framework for the analysis of chatbots,
to which a fifth category of ‘no response’ was added (Table 4)