10 Evening (5pm-8pm) • Any (8am-8pm
In example (1), the user asks a question about the MRI scan (l. 1), to which the bot responds with a false positive response (l. 2) which indicates misunderstanding and initiates the user’s first repair. In this repair turn (l. 3), the user rephrases the original question, but does so in an ‘upgraded’ manner, using additional politeness features (the pre-request ‘I am asking’) which turn the question into an indirect question.
After the bot, in the next turn, indicates lack of understanding through a new false negative response (l. 4), the user uses one of the bot’s prompts to accommodate to the bot (l. 5). When this accommodation strategy is also not successful and the bot makes another repair request (l. 6-7), the user changes the topic (l. 8) which progresses the conversation on to booking another appointment, but leaves the original question unanswered.
In example 2, a user question also forms the ‘repairable’, but with more immediate success in achieving repair:
Example (2)
1 Does it matter what clothing I wear?
2 Are you trying to say? *prepare* for appointment google *calendar* link for my scheduled
3 appointment clinic’s *opening times* *None* of these
4 Prepare
5 • You’re welcome to bring a friend or a relative with you • The radiography team with explain the 6 process once you arrive • Please tell us about any special circumstances (for example, if you need
7 wheel-chair access, if you are hard of hearing, if you have poor eyesight or if you are